Community Manager
Manchester
ABOUT HUCKLETREE:
We were founded in 2014 with a vision to build flexible workspaces that help the world’s most innovative companies thrive - from rapidly expanding scale-ups to established global businesses. Since opening our first workspace in Clerkenwell, London, Huckletree has scaled into a provider with a footprint close to 300,000 square feet across several locations; with over 4,000 members calling our spaces home. Manchester is one of our highest performing hubs, so you'd be joining a winning team with a really diverse member base.
But we are so much more than just a workspace; we are an ecosystem. Joining Huckletree means joining a network of people who can help you and your business to thrive. Here, networking is more than a chance encounter at the coffee machine; we can help to connect you to our network of member businesses, entrepreneurs, venture partners and ambassadors.
WHERE YOU COME IN:
Our Community teams are a critical part of our hubs, and why our members value their experience so much. From day-to-day customer service to arranging events and connections, your role is to connect everything together and provide an amazing experience for our members! Reporting into the General Manager, as Community Manager you will take on a leadership role across operations, facilities, budgets, new tours, member renewals and member engagement.
KEY AREAS OF RESPONSIBILITY:
* Maintaining a seamless and engaging onboarding and off-boarding for all members
* Being the driving force behind member-to-member connections by fostering an environment of collaboration and business relations
* Being the main point of contact for all member enquiries and concerns, ensuring any issues are resolved promptly and effectively
* Facilitating connections and collaborations between members, encouraging them to work together and share ideas - identifying common interests and goals, and helping members find ways to work together
* Developing and executing community engagement strategies alongside the General Manager
* Ensuring that all in-house tech is running smoothly at all times for members and internal guests
* Ensuring a high level of customer satisfaction - our service level will be your primary KPI
* Supporting the membership manager to develop community connections, including member introductions
* Leading monthly building audits and daily building walk-arounds and reviewing customer satisfaction levels with each ticket
* Being the point of contact for all external service providers and suppliers
* Keeping in the know of industry trends and best practices, and continuously innovating to improve the member experience
* Educating on and promoting the collection of growth products available to our members
* Ensuring highest levels of member satisfaction and engagement to mitigate churn
* Conducting quarterly catch-ups with members to evaluate success opportunities and identify ways Huckletree can support
* Supporting the General Manager (GM) with any ad hoc tasks
WHAT WE'RE LOOKING FOR:
* You have hands-on experience in face-to-face customer-facing roles, whether that be from flexible working, co-working/co-living, retail, hospitality, members clubs or events
* You are passionate, positive, hard-working and energetic
* You will be a multitasker, willing to undertake challenges and see them as opportunities to learn and develop. A quick and adaptable mindset will be key to tackling this role!
* You are a ‘fixer’ and are unphased by turning your hand to anything
* You have a strong customer-service mentality and you have the ability to generate respect and trust from all members and staff
* You are fast-thinking and reactive
* You are process-driven and have a detailed focus
Job Type: Full-time
Pay: £31,000.00-£35,000.00 per year
Additional pay:
* Bonus scheme
Benefits:
* Bereavement leave
* Company events
* Company pension
* Employee mentoring programme
* Enhanced maternity leave
* Enhanced paternity leave
* Private dental insurance
* Private medical insurance
* Referral programme
* Sabbatical
* Sick pay
Schedule:
* Monday to Friday
Work Location: In person
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