Community Manager

PURPOSE:

KEY STAKEHOLDER NETWORK (Internal and external):

Internal:FacilitiesTeam,Finance,Legal,Marketing,Sales,Community Team,Set-up,Technology Infrastructure

External:Member Customers (Can be 91S team based out of Hub too), Walk-in leads, Vendors (Events/Facilities)

MINIMUM REQUIREMENTS(Requirements to fit into this role):

Education Guidelines:Bachelor's Degree in Hotel, Hospitality or Events Management

Experience Guidelines:0-2 Years preferably in a B2C Service Oriented organization

Knowledge & Skills:

A. Technical

• Financial Acumen (Basic Revenue/GST compliance/Collections/Invoicing etc.)
• Event Management
• Customer Relationship Management
• IT Infrastructure Basics

B.Behavioral

• Customer Orientation
• Collaboration
• Stakeholder Management
• Problem Solving
• Organizing & Planning
• Communication Skills (Interpersonal Relationship)

AREAS OF RESPONSIBILITY:

A. Strategic & Planning Responsibilities

• Plan events calendar in collaboration with Community Team and identify events in various categories (Learning/Unwinds/Awareness etc.).
• Conduct activities in line with the events calendar, encourageparticipation and measure feedback from members.
• Maintain healthyrelationships with the members and identify any churn risks or expansion opportunitiesproactively.
• Create awareness about the shared resources available in the Company and foster the culture of working in a shared space.
• Execute core activities pertaining to enhancing NPS & measuring customer satisfaction levels on all service offerings & amenities.
• Track the NPS scores from their respective PoCs & provide inputs to respective stakeholderbasis assessment results to improve on key metrics for assigned Hub.
• Formulate plans to seamlessly conduct onboarding activities, hub-tours, and meet operational & tactical requirements of hubs in line with the SOPs/Service Brand guidelines.
• Follow the Onboarding process as per the laid down SOPs to provide a delightful member experience.

B. Financial & Control Responsibilities

• Accountable for maintaining contract agreements, timely invoicing of the members & collection of payments on products & services offered for all members in the assigned hub.
• Outline and share audit agreements, invoicing reports, quarterly event calendar & execution of monthly event/ activity, conduct gap analysis and suggest corrective actions or highlight red flags if any to concerned stakeholders.

C. Functional Responsibilities

• Responsible for overall compliance in standards and execution as directed by Finance & Legal teams w.r.t contracts management & implementation for assigned hub.
• Directly accountable for exceptional hub tours for all walk-ins and on-boarding for all members for the assigned Hub.
• Execute initiatives & methodologies to drive operational excellence for assigned hub to manage working capital & derive cost efficiencies while managing optimum quality standards as directed by immediate supervisors.
• Responsible for delivery of products & services for all members as per agreement for respective hubs.
• Lead operations & delivery of events for assigned hub as directed by Community teams.
• Execute all learning programs & workshops as directed by community team for the assigned Hub.

D. People Responsibilities

• Develop self capabilities to manage complex member relationships, understand business context.
• Ensure adequate training of self to manage customers & stakeholders in line with the service brand guidelines.