Senior Community Manager

Position description:

PURPOSE:

Responsible for the routine activities and operations for the assigned members of the Hub with key focus on managing complex member relationships, maximizing customer satisfaction while upholding the Service Brand. Act as first point of Contact for all member requirements, concerns, servicing and billing. Influence member retention and expansion by member customer delight through various touch-points. Key person to deliver on ground member experience and facilitate allied activities like facilitate customization activities, onboarding or offboarding of members, member engagement activities.

KEY STAKEHOLDER NETWORK (Internal and external):

• Internal:Facilities Team, 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)

1. Education Guidelines:Bachelor's Degree in Hotel, Hospitality or Events Management
2. Experience Guidelines:2-4 Years preferably in a B2C Service Oriented organization
3. Knowledge & Skills:

• 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, encourage participation and measure feedback from members.
• Maintain healthy relationships with the members and identify any churn risks or expansion opportunities proactively.
• 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 stakeholder basis 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.
• Work as part of project teams/Cross functional (hub/regional or Company wide) to support strategic objectives of the department or the Company

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
• Mentor and train other CMs in the hub and support them in handling complex negotiations

Primary Responsibilities:

• Community Management.