At a Glance
- Tasks: Manage member experiences and ensure satisfaction in multiple buildings.
- Company: Join WeWork, a leader in flexible workspace solutions worldwide.
- Benefits: Flexible work environment, career growth opportunities, and a vibrant community.
- Other info: Dynamic role with opportunities to innovate and make a real impact.
- Why this job: Empower businesses and connect with diverse members every day.
- Qualifications: Strong communication skills and a passion for community engagement.
The predicted salary is between 36000 - 60000 £ per year.
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 Opportunity
As a Community Manager, you will be required to report to buildings you manage each day and will be the owner of the Member experience in each building in your portfolio, generally 2-4. You will also be responsible for ensuring we are meeting our member’s needs and our WeWork global standards and targets on member experience satisfaction.
Membership Engagement & Retention
- Assume ownership and manage the relationship with key accounts within the multiple buildings you oversee.
- Ensure all accounts within your buildings have an assigned point of contact.
- Meet with members to resolve issues, process member terminations, and other issues of complexity.
- Serve as a point of escalation and be a final decision maker on WeWork policies and procedures to members.
- Monitor the Medallia escalation process to ensure alerts are being properly addressed.
- Be accountable for member retention, Net Promoter Scores, and overall member satisfaction.
- Review Net Promoter Scores and member satisfaction results regularly and implement building-specific plans to improve KPIs.
- Lead building site tours for VIPs as needed.
- Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team.
Building Operations And Management
- Ensure quality and upkeep expectations are being adhered to and SLAs for member submitted requests are being met.
- Hold the team accountable for general operational policies and standards.
- Engage with Landlords in conjunction with the Asset Director and Real Estate to handle any building-related escalations.
- Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution.
- Be accountable for building-level Opex in partnership with the Building Operations team.
- Conduct tours of the space for potential new members while sharing benefits tailored to their needs.
- Analyze cluster ancillary revenue data, drive initiatives to increase ancillary revenue in your cluster and partner with central teams on ancillary revenue driving projects (i.e. private events, partnerships, parking, etc).
- Oversee Community responsibilities for Member companies in buildings where Community is not present which may include owning certain operational duties, liaising with Sales.
Community Manager in London employer: WeWork
At WeWork, we pride ourselves on fostering a vibrant and inclusive work culture that empowers our employees to thrive. As a Community Manager, you will enjoy the benefits of flexible working arrangements, professional development opportunities, and a supportive team environment dedicated to enhancing member experiences. With locations across the globe, including dynamic urban centres, you'll have the chance to engage with diverse communities and contribute to shaping the future of work.
StudySmarter Expert Advice🤫
We think this is how you could land Community Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WeWork. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WeWork before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Community Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WeWork:Your cover letter is your chance to shine! Tell us why you want to work at WeWork specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WeWork!
How to prepare for a job interview at WeWork
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
