Community Lead

As Community Head, you will be the face of Czar Workspace. Your primary responsibility will be to create a positive and inviting first impression for our clients. You will actively engage in sales activities to attract new members and promote our co-working space. You will report to your building each day and will be responsible for ensuring we meet our members’ needs and maintain Czar 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 Czar’s ancillary services and creating a welcoming environment for members and their guests.

Key Tasks

• Membership Engagement & Retention: Conduct tours of the co-working space for potential clients and effectively communicate the benefits of joining our community. Actively engage in sales efforts to meet and exceed monthly membership targets. Complete scheduled, quarterly conversations with owned accounts to help them maximize the value of their Czar 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. 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 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. 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 (e.g. move-out requests, extensions, transfers, etc.). Hand-off prospective member sales to appropriate sales contacts (walk-ins, current members, guests, etc).
• Building Operations and Management: Conduct morning walkthroughs to address any issues, escalating any recurring issues to your manager and/or relevant cross-functional teams. Know and explain Czar policies and procedures and communicate, inform, and update members on building issues via email, in person, or broadcast. Manage the energy in the building ensuring music levels and activations are appropriate to the daypart and occasion. Liaise with in-building, third party cleaning companies to ensure space is kept up to standards. Track, audit, and organize keys collected and distributed. Manage key card stock and request new inventory as needed.
• Safety and Security: Review and understand the role in the building management & provided Emergency Action Plans. Create incident reports as necessary, respond appropriately and escalate any medical emergency (injury or illness), and respond to instructions from Leadership regarding emergency situations or security alerts.

Qualifications

• Strong interpersonal skills and the ability to build meaningful relationships
• Experience with community engagement and community management
• Excellent verbal and written communication skills
• Proficiency in customer service and the ability to ensure member satisfaction
• Highly organized with the ability to handle multiple priorities efficiently
• Leadership experience and problem-solving capabilities are a plus
• A background in hospitality, coworking spaces, or event management is beneficial