Community Lead

Become the Heart of Our Community; Empowering Life's Work. Our Community team isn't just a part of the business—it is the driving force behind our members' success. We are dedicated to enabling every member to create their life's work, and as a Community Lead, you will be leading that effort. In this role, you are responsible for ensuring your building meets our global standards for hospitality and operating excellence. Whether supporting a diverse member base or a key Enterprise client, you will serve as a trusted and reliable leader focused on member satisfaction, operational excellence, and business performance. This is an on-site position in WeWork Prolongación 1015 - CDMX, with a requirement to be in the buildings 5 days per week.

Responsibilities

Deliver elevated hospitality by anticipating member and guest needs, offering personalized support, and ensuring a positive experience throughout all stages of the member journey; Act as the primary point of resolution for member feedback, leveraging NPS data to identify trends, solve complex escalations with empathy and accountability, and implement proactive service improvements; Support the Community Team in execution of a curated community event strategy that fosters professional networking and member connections, directly impacting member retention and satisfaction metrics; Support the Community desk schedule as needed, ensuring there is consistent coverage during business hours; Serve as the on-site Lead owning the operation excellence and standards of your building, identifying and implementing improvements that enhance the space on a daily basis; Ensure timely resolution, clear communication, and consistent execution on all service requests, monthly move-in/move-out processes, and maintenance work orders, partnering with internal and external stakeholders; Partner with our Security team to be the on-site representative for all safety and security protocols and ensure the building remains compliant with global health and safety standards; Manage the location’s controllable operating costs, while delivering a premium experience for our members; Partner with the Leasing team to lead high-impact tours for prospective members, sharing benefits tailored to their unique business needs to capture new revenue and drive building occupancy; Drive building financial success by proactively pursuing revenue growth opportunities, such as ancillary service sales and membership upgrades; Collaborate with members to pinpoint renewal and expansion possibilities through the use of data-informed analytics

Requirements

Bachelor’s Degree In Hospitality or Tourism; Proficient in English; A proactive problem-solver with an entrepreneurial mindset who embraces change and is committed to continuous professional growth; Demonstrated ability to manage multiple priorities in a fast-paced environment; Exceptional verbal and written communication skills, with a natural ability to build rapport with diverse stakeholders ranging from entrepreneurs to Enterprise executives; Experience utilizing data (such as Qualtrics or CRM tools like Salesforce) to inform decision-making and drive member satisfaction; Embraces challenges in a fast-paced environment. Strategic thinker and problem solver with an entrepreneurial mindset; Exhibit a high degree of accountability and a strong work ethic, while maintaining compassion and self-awareness in all professional interactions

Nice to have

Preferred 3+ years of professional experience and proven track record of success in hospitality, multi unit retail or related experience