Senior Community Manager for a B Corp Certified business – London based
Up to £40k
DiSRUPT Agency are partnering with a luxury brand offering stunning commercial spaces for companies to work and enjoy themselves, they host company events, networking opportunities and a high-end location to socialise and work remotely.
As Senior Community Manager, you will be accountable for the impact, commercial and operational success within your sites. You’ll be the primary point of contact for your site team and ensure the day-to-day needs are met. You set the tone and standard for your team on service, product, member engagement and impact.
You will deliver this by (responsibilities/duties)
Community:
- Embodying the values as a Brand Ambassador in your city
- Celebrate collaboration with local businesses and communities through impactful events and partnerships.
- Enable impact by putting People and Planet first, encouraging people who use our spaces to do the same.
- Engage with Marketing team and Events & Memberships Manager to build events program and drive ancillary revenue.
- Work with Impact & Culture Manager (as amended from time to time) to understand/learn and then take responsibility for ensuring site teams are delivering Member Inspiration activities and KPI’s at your site(s) including:
- Ideas and activities for how members can engage with each other and get to know those in their site;
- Ideas and activities for how members engage with the social portal and social media;
- Supporting members with wellbeing and amplification; and
- Holding and encouraging members to attend our in-house Programmes.
- Ensure all sites in your portfolio deliver ‘members first’ mentality to meet /exceed service
- KPIs/Standards to ensure member satisfaction in terms of their service and product experience
- Deliver key events in your site(s) including Summer and Winter party and key team events
Operations:
- Accountable for success of impact, operational and financial success of your sites
- Manage the CM’s and CA’s and ensure that they are clear on their individual roles and
- responsibilities
- Perform one-to-ones and performance-based reviews with your team and document. Provide
support through training plans and Personal Improvement Plans where needed
- Act as escalation point for CM’s, coaching individuals through difficult conversations and
- resolving escalated member issues effectively with support from the ROM where required
- Report on site and sales performance monthly and as requested. Act on agreed Financial, Site
Membership, Member Inspiration KPIs
- Deliver on P&L, budget, revenue, and member satisfaction working with Finance and Member
Engagement Manager as needed
- Responsible for the monthly bill run of your sites
- Build and nurture relationships with all partners including landlords, brokers, community
stakeholders, and event vendors
- Ensure that the statutory and company Health and Safety standards and obligations are
adhered to for all people in the sites under your remit. This includes accident reporting,
managing fire evacuations, performing client inductions, and conducting regular Health and
Safety checks
Sales:
- Work with members of the sales team and support the sales structures and processes for your
sites
- Lead the sales process including tours of your site(s), proposals, negotiations, and raising
contracts
- Manage the move-in and move-out process ensuring dilapidations are accounted for.
Finance:
- Responsible for full P&L and cashflow management of site including revenues and full cost
oversight.
- Liaising with Finance team on reporting of financials on a monthly basis including oversight and budget management.
- Working with the Sales and Marketing team and onsite Community teams to promote all sales
(predominately member acquisitions, F&B, memberships, events and meeting rooms) and
retentions as well as possible additional revenue streams/services.
- Working with your Community team to ensure all debts are collected through monthly billing
procedures and debt chasing protocols.
Your experience:
- Demonstrable experience of working in a similar customer facing mid-management role in either co- working, high end hospitality/retail and /or luxury hotel sector
- Proven experience of managing teams and operating across multi-sites, to deliver company goals/KPIs
- Entrepreneurial self-starting, curious and creative - full of new ideas you’d love to try
- Excellent relationship builder, confident in working with other teams and leaders; you’re passionate about what we can achieve together.
- Hands-on person who can hit the ground running and can react quickly
- Team player with a strong customer/member care ethic
- Interest in Mission driven business, Purpose, and sustainability