Community Manager

About us

WeWork is a global platform for creators, providing hundreds of thousands of members around the world with space, community and services that enable them to do what they love and create their life’s work. 

WeWork India, is run by the Indian real estate conglomerate, Embassy Group and commenced operations in 2017. Currently, it has over 62,000 members and 43 locations and six cities in India - Bengaluru, Mumbai, Gurugram, Noida, Hyderabad, and Pune. Its portfolio comprises small and medium enterprises, start-ups, large businesses, freelancers, etc. Our mission is empowering tomorrow’s world of work. 

Flexibility is paramount in today’s workforce and the WeWork India team is laser-focused on fuelling growth opportunities and fortifying its position as the leading flexible workspace brand with customisable and innovative solutions for all businesses. In October, WeWork India made its first investment in Bengaluru-based conferencing and collaboration platform, Zoapi. Founded in 2019, Zoapi is a unified conferencing and collaboration solution provider for enterprise companies, coworking spaces, and education centres.

WeWork India’s latest brand campaign ‘Great Inspires Great’, showcases the breadth of products at WeWork India which makes it the ideal end-to-end workspace solutions provider in a hybrid and flexible world. WeWork’s products include digital offerings like On-demand, All Access, Managed Office by WeWork, and its space as a service portfolio consisting of private offices, custom build offices, and conference rooms, among others.

WeWork India is the country’s leading flexible workspace provider that offers a personalised experience to different types of professionals with varied needs through its innovative and customised offerings. WeWork India is home to a community of diverse set of people – from innovators to visionaries to dreamers and go-getters, making it a space where people meet and inspire each other to achieve greater heights of success. You can learn more about our team and organisation here. Read more about our culture code to understand how we do things.

About the role

The Community team is dedicated towards enhancing the member experience, sales performance and operational excellence of our WeWork locations. This team plays a central role in all operations at all locations of WeWork and serves as the “face” of WeWork.

Every employee of this team helps our members and employees create their life’s work through assisting in functions such as hospitality and operations.

Roles and responsibilities 

Lead the Community Management team to achieve the following: 

• Create a collaborative environment amongst our members through events and personal introductions 
• Maintain occupancy by handling renewals and managing churn
• Support sales in achieving new sales goals
• Ensure that your building(s) is fully operational and processes are running smoothly 
• Drive growth and promotion of WeWork-provided service offerings
• Maintain the company standards and expectations 
• Manage building(s) KPIs, Duties and Responsibilities 
• Own employee satisfaction, growth and retention between your asset(s)

Building(s) Management 

• Make recommendations to the Product team and Head of Community and Operations on any repairs, maintenance or updates required in your building
• Set priorities using ticket data and clearly communicate adjustments to various teams. Produce comprehensive quality control reports that allow all stakeholders to improve the member experience. Analyze tickets by area to identify and resolve issues presented, for example, insufficient cleaning staff, repeating IT-related failures, malfunctioning conference room equipment, etc.
• Review all base building documents to ensure the data is updated and accurate
• Supervise move-ins and move-outs and ensure a quality member experience during the same
• Expense management for the building : Analyze the ongoing expense trends for the location and strategize on how to optimize the same
• To be aware of and implement member safety plans, for example, fire and emergency plans. To review adequate procedural safeguards for the protection of members and company assets
• Manage and maintain relationships with vendors and landlord Personnel

Community Management and Events 

• Ensure that there is a good balance of educational, member appreciation, lead generating and sales-related events. Develop community initiatives designed to create connections between members including : member introductions, overseeing events, electronic and print communications and building walk-throughs
• Solve member-related issues to ensure a cohesive community and manage member expectations. Meet with members to resolve issues, process member terminations and other issues of complexity
• Seek opportunities to engage members in order to discover and discuss members' business objectives and identify both WeWork and member services that could help members achieve their objectives. For example - using member service requests as an opportunity to learn more about members, their business and any other needs that they  might have. To Identify opportunities and take suitable action on the same
• Design and implement rules, guidelines and best practices for the community to optimize member experience
• Recommend best practices, including but not limited to community management, sales, events, training and member experience at a company-wide level
• Exercise discretion in guiding prospective members, including possibly gatekeeping
• Resolve member complaints regarding other members through neutral fact investigation and process termination of membership if and when warranted
• Explain WeWork policies and procedures to members, including but not limited to membership agreement and billing procedures

Sales

• Review daily reports and work with the team to finalize weekly and monthly reports that outline community and sales progress. Take responsibility for sales and community dynamics
• Conduct tours to work towards and maintain 100% building occupancy when ACMs are unavailable and also lead tours for VIPs
• Engage in the larger community of the market by attending events and networking with local start-ups and organizations 

Personnel Management

• Management: Manage a team within a building to reach member experience & revenue goals and execute their objectives as individuals and as a team
• Lead professional development within the team and make recommendations to promote current employees
• Perform weekly one-on-one meetings to track individual performance
• Oversee and keep the team up to date with process changes including performance management reviews

Experience and qualifications

• BA/BS or equivalent in business, marketing, hospitality or other related domains 
• 8-10 years of experience in hospitality, marketing, consulting or related experience with strong operational focus 
• Experience in customer service, managing sales and building high visibility brands
• Experience in project management and business operations is also required
• Must have strong verbal and written communication skills 
• Cold-outreach experience is a plus
• Understanding and experience managing a team of more than five people 
• Exceptional organizational and multitasking skills
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic and empathy. Passion and understanding for entrepreneurial communities
• Passion and understanding for WeWork's mission and values

Equal Opportunity Employer

WeWork India is an Equal Opportunity and Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for our employees and members. Employment decisions are made without regard to race, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status or other characteristics protected by law.

We expect all employees to embody our values and all aspects of employment including the decisions to hire and promote, are based on merit, competence, performance and business needs.

Our total rewards philosophy is aimed at providing compensation that is competitive, performance linked and helps us attract and retain the talent we need to drive our business forward and serve our members. As part of WeWork India, our commitment to you is that  you’ll be surrounded by career opportunities in a culture that fosters collaboration, flexibility and inclusion.