Community Manager

Key Responsibilities And Deliverables

Greeting, Point of Contact, and Customer Management

• Manage front desk, day users and visitor check-in and check-out process
• Greet potential customers, schedule and conduct space tours, and send confirmation emails
• Assist customers with their needs and enquiries, escalating issues as necessary
• Collaborate with others to create personalised customer welcome packs
• Manage security pass activation and deactivation procedures
• Assist in planning and managing events
• Ensure timely completion of administrative tasks with accurate updates in files and systems

Floor Operations

• Maintain cleanliness, tidiness, and sanitisation of common spaces
• Maintain high standards of space presentation and condition
• Manage meeting room facilities before and after bookings
• Assist with meeting room, space and Audio-Visual equipment setup
• Handle incoming and outgoing mail and packages
• Participate as a Floor Warden in the building's Emergency Control Organization (ECO) 2
• Support building operations and maintenance administration
• Ensure cleanliness and functionality of kitchen(s), replenish consumables, and unload the dishwasher
• Manage kitchen and office supplies, reorder stock as needed
• Identify and report any issues affecting the space or customer experience

Business Operations

Develop and oversee space operational functions in line with business objectives

• Understand building operational policies and procedures
• Ensure efficient and effective services and positive experiences for customers
• Assist in managing service partners

In collaboration with the Centre Manager, curate the program of events to build community and generate revenue

• Oversee vendor and supplier service delivery
• Maintain health and safety practices

Customer Service Excellence

• Develop and manage the customer service program and experience
• Ensure high levels of customer satisfaction and continual improvement
• Build rapport with customers, respond to feedback, and resolve challenges
• Manage customer feedback for improvement
• Act as backup to the Centre Manager to conduct tours for stakeholders and potential customers

Team Culture

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