COWRKS | Assistant Manager

2 days ago

delhi, India COWRKS Full time

Roles and Responsibilities

  • Be present and man the Community Desk in absence of your colleagues at the centre during the business hours.
  • Smile and greet all members and guests, make them feel welcome
  • Personalize the way members and guests are welcomed, use their names as much as possible.
  • All queries from the members and guests should be addressed in a timely and pro-active manner.
  • Knowledge about all COWRKS products, services & offerings, (Desk and INSTANT OFFICE)
  • Equipped and knowledgeable to conduct show rounds, should follow the Centre Tour Script diligently.
  • Member feedback and testimonials to be shared with Marketing monthly.
  • Lead Generation strategies and implementation
  • Timely action on incoming leads by the account development team
  • Instant office Pipeline management and conversion
  • Instant office Pipeline data analysis and reporting
  • Biweekly walkthroughs to ensure cleanliness of the COWRKS centre and back-of-house areas.
  • Bimonthly catchup with the COWRKS operations team for closure of snags
  • Check if the Scent management / Biophilia / Creatives / Music levels are up to the mark in the centre.
  • Tickets data analysis along with the COWRKS operations team
  • Manage daily tickets raised by members in absence of your colleagues.
  • Analyse escalated tickets daily and ensure no escalation of the community department.
  • Check the coffee machines PPM's, AMC's & the taste of coffee on a monthly basis.
  • Ensuring service levels are at par with the brand standards by conducting internal audits.
  • Ensuring all collaterals are in line as per brand standards.
  • Consult with the operations team and keeping a real time check on centre consumable stocks.
  • Building a community environment that is conducive to collaboration.
  • Monthly meet ups with company admins/decision makers and document the same.
  • Conceptualizing and executing Community Initiatives and Events that help build relationships between members.
  • Attending to all member escalations and ensuring that the loop is closed.
  • Proper management of internal tools and timely updating of trackers
  • Execute NPS survey with the maximum number of responses and an ideal score which is above target.
  • Elevate move in & move out experiences.
  • Ensure that all experience SOPs are followed.
  • Meet in person with all members who have submitted a subpar rating for NPS survey.
  • All NPS highlighted points are closed and updated to the members.
  • Speak to all clients of Instant office who have submitted a subpar rating on the feedback survey.
  • Monthly meet up MOM's to be recorded in Salesforce, all improvements to updated to the member.
  • Ensure Pre-Move in checklist is filled, introduction email is sent, plan onboarding activities.
  • Conduct moves out interviews to understand the departing members’ overall experience.
  • Plan for fond farewell for members who are moving out.
  • Planning of monthly internal community events
  • Planning of the monthly event calendar
  • Vendor Management for events end to end.
  • Planning and execution of member delight activities
  • Analysing member feedback to design better events.
  • Encouraging member participation during events and encouraging app engagement

Preferred qualifications

  • Experience: 6 – 10 years
  • Qualification: Bachelor's Degree
  • Proficiency in English (oral and written)
  • Effective communication and people skills
  • Good organizational and multi-tasking abilities
  • Critical thinking skills
  • Customer service orientation
  • Proficiency in using multiple platforms for communication.

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