Senior Community Lead

<h1><b>About Us</b> </h1><p></p><p>At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re not just a part of that movement—we’re leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow’s world at work. </p><p></p><p></p><h1><b><b>About the Opportunity</b></b></h1><p></p><p><span>As a Senior Community Lead, you will be responsible for standard Community Lead tasks in your building to ensure we meet our members’ needs and maintain our WeWork global standards. You will also have additional responsibilities, serving as a support to your Community Manager and being a leader amongst your peers in order to execute on company and area specific goals. You will be responsible for ensuring that Proactive Check-Ins are completed to a high standard for your cluster, and partner with your Community Manager to deliver new hire onboarding, team trainings, and ancillary revenue management as required. You will also act as the main point of contact for the cluster when your Community Manager is not present.</span></p><p></p><p>Your work, which will include but not be limited to the duties listed below, will help WeWork to achieve the following:</p><p></p><p><b><b>Membership Engagement &amp; Retention: </b></b></p><ul><li><p><span>Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their WeWork membership while checking in on all members regularly to understand their ongoing experience.</span></p></li><li><p><span>Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.</span></p></li><li><p><span>Follow up in person with all members who’ve submitted a bad rating for conference rooms, poorly rated a ticket, or submitted a negative Medallia response.</span></p></li><li><p><span>Follow the model for issue resolution, utilizing the severity scale to determine the next steps. Ensure the proposed solution fully meets the member’s needs.</span></p></li><li><p><span>Review all Medallia responses to understand areas of improvement and implement proactive changes, keeping member experience top of mind.</span></p></li><li><p><span>Support front desk coverage schedule as needed, ensuring there is consistent coverage during business hours. </span></p></li><li><p><span>Serve as a point of escalation on WeWork policies and procedures to members within your home location while also supporting additional buildings within the cluster.</span></p></li><li><p><span>Recommend and operationalize enhancements to member experience and building processes based off of building observations and team feedback.</span></p></li><li><p><span>Provide insight, assistance and guidance to peers in regards to member experience best practices, including Proactive Check-ins and Medallia insights. </span></p></li><li><p><span>Own cluster Proactive Check-in management by reviewing progress and notes to ensure that all buildings are achieving Proactive Check-in targets.</span></p></li><li><p><span>Assist Community Manager in rolling out new initiatives and goals to the cluster surrounding member satisfaction and overall experience.</span></p></li></ul><p><b><span> </span></b></p><p><b><b>Move-In &amp; Move Out:</b></b></p><ul><li><p><span>Conduct pre-move-in meetings with all new accounts to ensure a successful move in.</span></p></li><li><p><span>Complete the New Member Orientation process for all new accounts within the building.</span></p></li><li><p><span>Curate new member on-boarding materials such as welcome member notes, FAQ guides, etc to provide on move-in day. </span></p></li><li><p><span>Conduct move out interviews to understand the departing members’ overall experience.</span></p></li></ul><p></p><p><b><b>Sales Support:</b></b></p><ul><li><p><span>Conduct building tours set up by the Sales team for VIPs or prospective members as needed.</span></p></li><li><p><span>Alert appropriate contact on the Growth Team when a member notifies of any desire to have a Growth related conversation (ex. move-out requests, extensions, transfers, etc.).</span></p></li><li><p><span>Hand-off prospective member sales to appropriate sales contacts (walk-ins, current members, guests, etc).</span></p></li></ul><p></p><p><b><b>Events:</b></b></p><ul><li><p><span>Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate Events team.</span></p></li><li><p><span>Partner with your team to set up and host weekly “social events” that help to create a community within your location and execute “Value-Driving” events planned by the Events team when applicable in the building.</span></p></li><li><p><span>Distr