.At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow's world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own.About the OpportunityOur Community team is an integral part of our business with the mission to enable our members to create their life's work.As a Community Lead, you are integral to the elevated member experience at your WeWork location. You will report to your building each day and will be responsible for ensuring we meet our members' needs and maintain our WeWork global standards. In addition, you'll ensure we deliver on our targets for an uncompromised member experience through curated events based on members' interests, introducing members to each other for business opportunities, and creating a welcoming environment for members and their guests.Your work, which will include but not be limited to the duties listed below, will help WeWork to achieve the following:Membership Engagement & Retention: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.Anticipate member and guest needs before they arise using relevant information collected about members to enhance and personalize their experience.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.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.Review all Medallia responses to understand areas of improvement and implement proactive changes, keeping member experience top of mind.Support front desk coverage schedule as needed, ensuring there is consistent coverage during business hours.Move-In & Move Out:Conduct pre-move-in meetings with all new accounts to ensure a successful move in.Complete the New Member Orientation process for all new accounts within the building.Curate new member onboarding materials such as welcome member notes, FAQ guides, etc. to provide on move-in day.Conduct move out interviews to understand the departing members' overall experience.Sales Support:Conduct building tours set up by the Sales team for VIPs or prospective members as needed.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.).Hand-off prospective member sales to appropriate sales contacts (walk-ins, current members, guests, etc.)
