Senior Community Associate

Mumbai, Maharashtra, India | Community Team | Full-time

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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 to 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 member of this team helps our members and employees create their life’s work by assisting in functions such as hospitality and operations. 

Roles and Responsibilities  

Illustrate WeWork’s core values and strive to achieve our mission by supporting the Community Management team to achieve the following:

  • Create a welcoming and collaborative community environment amongst our members through events and by building relationships between members
  • Ensure that your building is fully operational and processes are running smoothly
  • Drive growth and promotion of WeWork-provided service offerings
  • Take direction from the Community Lead and the Community Manager to support the Community Team as necessary

Greeting / Point of Contact 

  • Be the first and last point of contact for your building
  • Cover the front desk during business hours
  • Greet and check in member guests
  • Greet people who come in for tours, track walk-ins, schedule tours, and send confirmation emails
  • Manage On-Demand member check-ins and check-outs
  • Prepare and distribute promotional materials to guests/potential members
  • Greet and welcome walk-ins and potential new members and guests with questions or refer inquirers to additional resources

Membership Management 

  • Work on community initiatives designed to develop connections between members, including member introductions, event support, email and print communications
  • Solve member-related issues to ensure that a cohesive community is maintained 
  • (tickets, emails, escalations and in person)
  • Conduct member one-on-ones and gather feedback 
  • Work on member net promoter score target 
  • Own a percentage of the building’s renewal/growth target 
  • Oversee special amenities, up-sells and ancillary revenue and hygiene

Events and Community Management 

  • Make posters for events and prepare newsletters 
  • Assist with set-up and breakdown of internal and external events including strategizing, planning and execution
  • Plan business development activities for ancillary revenue streams such as external events
  • Host periodic new member orientations 
  • Create monthly events calendar and plan around allocated budget

Building Operations and Management 

  • Assist with move-ins and move-outs; prepare and distribute member welcome packets
  • Assist with building operations and maintenance to ensure the highest level of member experience
  • Fielding and assigning requests submitted through the ticketing platforms
  • Manage keycard activations and assisting members with minor operational challenges, wherever applicable
  • Ensure that the building is clean and well kept
  • Order consumables and ensure that the building spends are within the budget
  • Take charge of mail and package responsibilities as needed
  • Submit building receipts to the Community Lead and the Community Manager for expense reports
  • Identify issues for escalation to the Community Lead and the Community Manager and document the same  accordingly
  • Support and manage on ground third party support teams 

 

Experience and Qualifications 

  • Bachelor’s degree or Hospitality graduate
  • 1-2 years customer service/Hospitality and/or sales experience
  • Must have strong verbal and written communication skills
  • Exceptional organizational and multitasking skills
  • Must demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
  • Passion for entrepreneurial communities
  • Proficient in basic computer skills

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.