Senior Community Lead - Retail/Hospitality

Job Title : Senior Community Lead

Location : Chennai, Tamil Nadu

Employment Type : Full-time

Job Summary :

We are looking for an experienced Senior Community Lead to oversee community operations, deliver exceptional customer experiences, and ensure seamless day-to-day facility management. The ideal candidate will have 6 - 8 years of experience in operations, hospitality, customer success, or retail, with strong leadership, stakeholder management, and operational excellence skills.

This role will be responsible for creating a welcoming workplace environment, managing building operations, driving member engagement, supporting business growth initiatives, and leading a team to deliver outstanding service standards.

Key Responsibilities :

Community & Member Experience :

- Foster a collaborative and engaging community environment through relationship building and member engagement initiatives.

- Plan and execute networking, educational, and community events to enhance customer experience.

- Build strong relationships with members, understand their business needs, and provide appropriate support.

- Facilitate meaningful connections among members to encourage collaboration and networking.

- Ensure an exceptional experience for members, visitors, and guests while maintaining security protocols.

- Gather feedback and recommend service improvements to enhance overall customer satisfaction.

Operations & Facility Management :

- Oversee day-to-day operations to ensure the facility functions efficiently and meets quality standards.

- Maintain high standards of cleanliness and workplace presentation by managing housekeeping and pantry operations.

- Coordinate maintenance activities and ensure timely resolution of operational issues through internal teams and vendors.

- Conduct regular facility inspections to identify and resolve maintenance or operational concerns.

- Manage vendor relationships and monitor service quality.

- Coordinate member move-ins and move-outs while ensuring minimal operational disruption.

- Support budget preparation, expense tracking, and operational reporting.

- Maintain operational documentation, policies, and compliance standards.

- Assist in optimizing operational processes and improving overall efficiency.

Team Leadership :

- Lead, mentor, and develop Community Associates and support staff.

- Provide regular coaching, training, and performance feedback.

- Ensure consistent adherence to operational procedures and service standards.

- Support workforce planning and daily task allocation.

Business Development & Sales Support :

- Support customer tours and workspace presentations when required.

- Assist with lead follow-ups and customer engagement activities.

- Build relationships with local businesses, organizations, and networking communities to generate business opportunities.

- Identify referral opportunities across locations when applicable.

- Promote value-added services to existing customers.

Financial & Administrative Management :

- Monitor operational expenses and support budget management.

- Prepare operational reports and performance updates.

- Ensure accurate inventory management for food, beverages, and office supplies.

- Track vendor invoices and support procurement activities.

Required Qualifications :

- 6 - 8 years of experience in Operations, Hospitality, Customer Success, Retail Operations, Facility Management, or Community Management.

- Experience leading and managing teams is mandatory.

- Strong understanding of business operations and customer service.

- Financial awareness with experience managing operational budgets is preferred.

- Excellent interpersonal, communication, and relationship management skills.

- Strong organizational and multitasking abilities.

- Ability to manage multiple priorities in a fast-paced environment.

- Fluency in English and the local language.

- Passion for building communities and delivering exceptional customer experiences.

Preferred Skills :

- Team Leadership

- Community Management

- Operations Management

- Customer Experience

- Facility Management

- Vendor Management

- Stakeholder Management

- Event Planning & Execution

- Budget & Expense Management

- Problem Solving

- Process Improvement

- Relationship Management

- Hospitality Operations

- Customer Engagement

- MS Office Suite (Excel, Word, PowerPoint)

Ideal Candidate :

The ideal candidate is a proactive leader who thrives in customer-facing environments, enjoys building relationships, and has a strong operational mindset. They should be capable of balancing hospitality, operations, team leadership, and business support responsibilities while maintaining high service standards and driving an exceptional workplace experience.