Community Lead, Melbourne

WeWork provides flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The Community team is the driving force behind members' success. As Community Lead, you will ensure your building meets global standards for hospitality and operating excellence, serving as a trusted and reliable leader focused on member satisfaction, operational excellence, and business performance. This is an on-site position, requiring presence in the building 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, and implement proactive service improvements; Support the Community Team in executing a curated community event strategy that fosters professional networking and member connections; Support the Community desk schedule as needed, ensuring consistent coverage during business hours; Serve as the on-site Lead owning the operational excellence and standards of the building; Ensure timely resolution of service requests, monthly move-in/move-out processes, and maintenance work orders; Partner with the Security team to be the on-site representative for safety and security protocols and ensure compliance with global health and safety standards; Manage the location's controllable operating costs while delivering a premium experience for members; Partner with the Leasing team to lead tours for prospective members and drive building occupancy; Drive revenue growth through ancillary service sales and membership upgrades; Collaborate with members to identify renewal and expansion opportunities using data-informed analytics

Requirements

Bachelor's Degree or equivalent experience; Preferred 3+ years of professional experience and proven track record of success in hospitality, multi unit retail or related experience; 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; Experience utilizing data (such as Qualtrics or CRM tools like Salesforce) to inform decision-making and drive member satisfaction; Proactive problem-solver with an entrepreneurial mindset who embraces change and is committed to continuous professional growth; 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 in hospitality, multi unit retail or related experience; Experience with Qualtrics or Salesforce