Posted By
Posted in
Sales & Marketing
Job Code
595681
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
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Posted By
Posted in
Sales & Marketing
Job Code
595681