WeWork - Community Lead

Goals & Objectives

- Illustrate WeWork's core values and strive to achieve our mission

- Manage personnel to create a strong and unified team, including training CSAs and MPAs to ensure peak performance

- Work with CM in making strategic decisions regarding the operational and financial aspects of building management

- Identify, manage and perform critical tasks in furtherance of the following:

Creation of a collaborative community environment amongst our members through events and building relationships between members

Maintaining 100% occupancy of building and achieving sales goals

Ensuring that building is fully operational and processes are running smoothly

Driving growth and promotion of WeWork-provided service offerings

Duties & Responsibilities

Business Development

- Develop and implement strategies for reaching out to local organizations and attending networking events to promote WeWork's community and identify and recruit potential members

- Develop and implement strategies for identifying businesses that could potentially benefit from WeWork's services

- Develop relationships with current and former members to generate business by reducing churn and exploring members- business networks for new members

- Work with CM and sales teams to create scalable processes for business development

Marketing & Sales

- Identify the needs of potential (and current) members and recommend tailored solutions responsive to their needs

- Research potential members and develop tailored marketing strategies and materials based on that research

- Develop sales pitch(es) that distinguish WeWork from other options

- Give customized and individualized tours based on research and knowledge of potential members- businesses and needs

- Train FDAs to give effective tours and sales pitches in case ACMs or CM are unavailable

- Devise strategies with CM to meet and maintain target tour and conversion rates

- Refer potential or existing members to other locations based on their specific needs

- Develop and implement with CM and sales teams lead generation, tour and sales conversion strategies to maintain 100% occupancy

Community Management & Events

- Proactively gather data on members- business objectives and identify both WeWork and member services that could help members achieve their objectives

- Seek opportunities to engage members to discover and discuss members- objectives, i.e. use member service request as an opportunity to learn more about member, member's business and any other needs member may have

- Identify opportunities and act on them to connect members

- Educate and encourage members to use Member Network to explore greater WeWork community and be able to find resources and instructions so as to realize a higher level of self-sufficiency

- Plan and supervise educational, professional and personal development events based on members- needs and requests

- Supervise in-building events for compliance with house rules and intercede or escalate issues as they arise

- Design and formulate rules, guidelines and best practices for the community with goal of optimizing member experience

- Make recommendations regarding best practices, including but not limited to: community management, sales, events, training, and member experience to CM

- Exercise discretion in guiding prospective members, including possibly gatekeeping where business may not be in the interests of the greater community

- Resolve member complaints regarding other members through neutral fact investigation and prepare recommendation for termination of membership when warranted

- Explain WeWork policies and procedures to members, including but not limited to: membership agreement and billing procedures

Building Management

- Monitor Zendesk ticketing system to determine status of building operations and maintenance to ensure highest level of member experience

- Conduct quality-control building walkthroughs to note immediate issues, pre-empt potential future issues, and identify areas for improvement

- Generate leads and conduct tours to reach sales goals and work towards or maintain 100% building occupancy

- Work on community initiatives designed to develop connections between members, including member introductions, curating events, and event follow-ups

- Prepare building expense reports and budget for review by CM

- Liaise with various corporate departments on behalf of members

- Meet with members to discuss late fees and exiting from community

- Prepare move-in and move-out schedule by creating and implementing plan for efficient move-in and move-out

- Prepare daily, weekly and monthly progress reports on the community and identify areas for improvement

Personnel Management

- Distribute and assign Zendesk tickets to FDAs, CSL, CSAs, MPAs, maintenance and IT and follow up to ensure timely resolution in addition to resolving escalated or complex issues

- Train and supervise FDAs, CSL, CSAs and MPAs in their duties and responsibilities

- Train and supervise interns on how to effectively support Community Management team