Community & Member Experience Manager in London

As a Community & Member Experience Manager at HubHub you will play a pivotal role in creating an exceptional environment for our members. You will proactively engage with the community, responding to inquiries with attentiveness and care, while building strong relationships that foster a sense of belonging. By understanding the unique needs of each member, you will help maintain a welcoming and productive atmosphere. In addition, you will oversee the onboarding process and deliver engaging community events and programming across our two London locations. This dynamic role requires outstanding customer service skills, event planning expertise, and the ability to manage administrative tasks efficiently to ensure every interaction enhances the HubHub experience.

Responsibilities

• Build and maintain strong relationships with members to ensure a positive coworking experience.
• Facilitate the onboarding process for new members, including tours, orientations, and answering any questions.
• Gather and act on member feedback to continuously improve the coworking space and services.
• Serve as the primary point of contact for member inquiries, ensuring timely and professional resolution.
• Assist with move-ins and move-outs, ensuring seamless transitions.
• Help develop member retention strategy in order to maintain desired occupancy.
• Set an example for the team in delivering outstanding customer service and promoting best practices.
• Oversee the member experience team, providing guidance and support to the Workplace Operations Manager.
• Prepare and manage the community budget to ensure financial stability and support for community initiatives.
• Plan, organize, and execute events such as workshops, networking events, social gatherings, and member spotlights, working in line with the budget and saving costs where possible.
• Develop initiatives to foster collaboration and networking among members.
• Collaborate with the marketing manager and assist in promoting events and community activities through social media, newsletters, and other communication channels.
• Manage meeting room and day desk bookings for members and external clients.
• Maintain accurate membership records, invoices, and payments.
• Oversee mail handling, access card distribution, and workspace readiness.
• Conduct daily/weekly floor checks to ensure cleanliness and functionality, reporting any facilities issues.
• Manage the programming and distribution of access cards to members, ensuring the security and access control of the co-working space.
• Monitor and enforce Health and Safety compliance and ensure planned maintenance schedules are met to maintain the co-working space's operational efficiency.
• Handle administrative tasks related to community management and member services.
• Provide basic IT assistance (Wi-Fi, printer setup, troubleshooting).
• Manage AV setups and room configurations for meetings and events.
• Ensure all member inquiries and issues are addressed promptly and professionally.
• Any other ad hoc duties as requested by the Workspace Operations Manager.

Qualifications

• Prior experience in a customer service or hospitality industry is preferred.
• Proven experience in community management and customer service is a strong plus.
• Manage budgets by developing financial forecasts based on historical data and market trends while tracking expenditures against approved budget.
• Excellent interpersonal skills and ability to balance numerous priorities and demands on a daily basis.
• Proficiency in using office software and AV equipment.
• Resourceful team player who excels at building trusting relationships with members and colleagues.
• Proficiency in English language is a must.
• Exceptional organizational and multitasking skills.
• Health and Safety competencies advantageous.
• Ability to work independently and as part of a team.

Benefits

• We provide a comprehensive and flexible benefits package designed to support your wellbeing, lifestyle, and future.
• The nature of the role requires daily on-site presence but remote working is possible within company guidelines and prior approval of the direct manager.
• Core benefits include pension, life insurance, and income protection.
• Flexible and salary sacrifice options cover private medical and dental plans, gym membership, cycle-to-work, and childcare support.
• Wellbeing and family benefits include an Employee Assistance Program, health screenings, enhanced parental leave, and access to wellness initiatives.
• You will also enjoy a range of additional perks such as flexible working, office events, healthy snacks, and exclusive discounts.