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1 May 2017

Full-timeAssociate Community Manager

WeWork – Posted by weworksonycenter Berlin, Berlin, Germany

Job Description

Goals & Objectives

Illustrate WeWork’s core values and strive to achieve our mission
Manage personnel to create a strong and unified team, including training Community Service Associates to ensure peak performance
Work with Community Manager 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 Community Manager 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 Front Desk Associates to give effective tours and sales pitches in case Associate Community Managers or Community Manager are unavailable
Devise strategies with Community Manager 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 Community Manager 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 Community Manager
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 Community Manager
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 Front Desk Associates, Contract Cleaning & Maintenance, Community Service Associates and IT and follow up to ensure timely resolution in addition to resolving escalated or complex issues
Train and superviseFront Desk Associates, Contract Cleaning & Maintenance, Community Service Associates in their duties and responsibilities
Train and supervise interns on how to effectively support Community Management team
Experience & Requirements

College graduate with a four-year degree
Customer service and sales experience required
Project management and business operations experience a plus
Must have strong verbal and written communication skills
Exceptional organizational and multitasking skills
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Passion and understanding for entrepreneurial communities
Passion and understanding for WeWork mission and values
Proficient in basic computer skills

How to Apply

About WeWorkWeWork is the platform for creators, providing more than tens of thousands of members around the world with space, community and services that enable them to do what they love and create their life's work. Our mission is to create a world where people work to make a life, not just a living, and our own team members are central to that goal.The WeWork team believes deeply in the power of “we” and in the movement we’re a part of. We challenge convention and achieve amazing things through dedication and collaboration. There is a contagious energy in our spaces as we work together toward accomplishing our goals.Our hunger for building great spaces; empowering startups, freelancers, and small businesses; and connecting interesting people is far from being satisfied. We’re just getting started, and our journey gets increasingly exciting as more team members join the movement!

Job Categories: Management. Job Types: Full-time. Job Tags: builds, community manager, grows, manage, and online communities.

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