About Us
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.
About the OpportunityAs 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 un-compromised 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 response in our member experience system, Medallia.
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 on-boarding 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).
Conduct tours of the space for potential new members while sharing benefits tailored to their needs
Events:
Provide feedback on programming types (based on member makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate Events team.
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