Community Manager

BACKGROUND

Transforming the local landscape, 627 Chapel Street is the only dedicated commercial destination in South Yarra - a landmark office tower that heralds a new level of workplace sophistication in the precinct and making an indelible statement on the local skyline. We are creating a unique flexible workspace, The Loft, within 627 Chapel Street to meet the needs of the business.

With The Loft’s unique position in Melbourne’s vibrant South Yarra precinct, we aim to service the network of successful market leading companies within the building community and beyond. We will offer solutions and services which align to current and emerging workplace needs and expectations, with engaging, well-curated community programs which focus on high-level business partnerships, start-up events, creative networking opportunities and business acceleration.

OBJECTIVE OF ROLE

The principal objectives of the Community Manager role are to deliver outstanding experiences to our customers and contribute to driving the financial performance of the flexible workspace solution to achieve its business objectives. You will be the face of our flexible workspace responsible for delivering exceptional experiences, the seamless and efficient operation of the workspace and assist with its business and logistical management. Key responsibilities include managing client and member onboarding and the overall welcome experience, facilitating the smooth and efficient operation of the space, its facilities and amenities, and creating, curating, scheduling and managing engaging community events to boost the community morale and member networking..

TEAM STRUCTURE

Based at The Loft, 627 Chapel Street, South Yarra on a full-time basis the position will report to the Centre Manager of The Loft.

Key Responsibilities And Deliverables

Team Culture

• Actively contribute to creating and sustaining a positive, inclusive, professional, fun and team culture and work.

Customer Service Excellence

• Assume the primary responsibility for developing and managing the customer service program and experience
• Oversee the delivery of a range of services and customer initiatives to ensure exceptionally high levels of customer satisfaction are consistently delivered with a focus on continual improvement.
• Develop strong rapport with customers by developing good business relationships, reacting promptly to feedback, and resolving customer challenges.
• Manage all customer feedback to ensure continual improvement in our customers’ experiences
• Curate and oversee a program of events designed to build and foster a sense of community amongst our customers.
• Conduct tours as required for stakeholders or potential customers.
• Maintain exceptionally high standards of space presentation and condition, working in conjunction with the facilities team and our service partners.

Operations

• In collaboration with others, develop and oversee all space operational functions and lead the execution of operational strategy in line with business objectives.
• Develop an intimate understanding of all necessary building operational policies and procedures to ensure seamless integration of the Centre into the busiling community
• Lead the delivery of efficient and effective services and use of all spaces, amenity and equipment within the Centre to ensure ease of use and positive experiences for our customers, visitors and guests
• Assist in the management of a team of service partners responsible for the smooth, efficient and reliable operation of the space and business
• Oversee and curate a program of events designed to build community and generate additional revenue.
• Oversee vendor and supplier service delivery to agreed KPIs
• Ensure health and safety practices are maintained following best practice guidelines

Finance

• Participate in the development of annual business plans and budgets
• Assume primary responsibility for allocated account code management and ensure that all vendor and supplier commitments and invoicing aligns with agreed budgets
• Contribute to eEnsuring delivery of financial compliance and objectives
• Assist with managing customer accounts

Monitoring and Reporting

Contribute to annual and monthly client reporting, assuming primary responsibility of allocated sections to be completed to a high quality within nominated timelines.

Required Qualifications, Skills, And Experience

We need an outgoing, enthusiastic and confident individual of great integrity who possess the following attributes:

• Previous experience in a similar role
• Passionate about customer service, and is constantly striving to improve performance
• Ability to upsell and cross-sell where possible
• Excellent communication skills, both written & verbal
• Consistently demonstrates customer-centric thinking in creating a dynamic working environment
• Has the confidence to interact with a range of customers and colleagues at any level, with good networking skills and the ability to manage relationships with multiple stakeholders
• Possesses a creative approach to problem-solving, and capable of “thinking outside the box”
• Proactive approach to the working environment with flexibility to adapt to changing demands
• Professional attitude, demeaour and appearance
• Is well well organised and capable of effective prioritisation, with an ability and willingness to multitask and work to deadlines,
• Has experience in the development and management of relationships with suppliers and vendors
• Good health and safety knowledge
• Knowledge of and willingness to embrace digital, social, and innovative technologies
• Has advance skills and competency with of MS Office Suite and with some experience in CRM and billing software packages