Overview
Mon-Fri office hours, no weekends or evenings!
ABOUT HUCKLETREE:
We were founded in 2014 with a vision to build workspaces that help the world’s most innovative companies thrive - from rapidly expanding scale-ups to established global businesses. Huckletree has a footprint close to 300,000 square feet across 10+ locations, with over 4,000 members calling our spaces home. We are more than a workspace; we are an ecosystem. Our network connects member businesses, entrepreneurs, venture partners and ambassadors. We are proud to be B Corp accredited and foster those values in our employee culture.
WHERE YOU COME IN!
Our Community teams are a critical part of our hubs. You will lead day-to-day member experience, arrange events and connections, and provide an amazing hub. Reporting into the Area General Manager, as Community Manager you will take on a line management role across operations, facilities, budgets, new tours, member renewals and member engagement.
We offer an attractive employee package including bonus scheme, matched pension, 26 days holiday (rising to 31 days), 1 month fully paid sabbatical, Vitality healthcare and a range of benefits.
KEY AREAS OF RESPONSIBILITY:
- Line management of the Community team based in your hub.
- Budget management, hub roadmaps and member renewals.
- Maintaining a seamless and engaging onboarding and off-boarding for all members.
- Fostering member-to-member connections by promoting collaboration and business relationships.
- Being the main point of contact for all member enquiries and concerns, ensuring issues are resolved promptly and effectively.
- Facilitating connections and collaborations between members to identify common interests and goals.
- Developing and executing community engagement strategies alongside the General Manager.
- Ensuring in-house tech is running smoothly for members and internal guests.
- Maintaining a high level of customer satisfaction as a primary KPI.
- Supporting the membership manager to develop community connections, including member introductions.
- Leading monthly building audits and daily building walk-arounds; reviewing customer satisfaction levels.
- Being the point of contact for external service providers and suppliers.
- Staying informed on industry trends and best practices to improve the member experience.
- Educating on and promoting the collection of growth products available to members.
- Mitigating churn through high levels of member satisfaction and engagement.
- Conducting quarterly catch-ups with members to evaluate success opportunities and identify ways Huckletree can support.
- Supporting Area General Manager (AGM) with ad hoc tasks.
What we’re looking for
- You have hands-on experience in face-to-face customer-facing roles and management, from flexible/co-working, office operations management, retail, hospitality, members clubs or events.
- You are passionate, positive, hard-working and energetic.
- You are a multitasker with a quick and adaptable mindset.
- You are a “fixer” who can turn your hand to anything.
- You have a strong customer-service mentality and can earn respect and trust from members and staff.
- You are fast-thinking and reactive.
- You are process-driven with a detailed focus.
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