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Member Experience Manager

hace 2 meses

Barcelona, Barcelona, España Wework A tiempo completo

About Us

WeWork is a global company that provides flexible workspace solutions to help businesses thrive. Our mission is to give members the support to do their best work and the space to take their ideas to new heights.

About The Opportunity

We are seeking a Community Manager to join our team. As a Community Manager, you will be responsible for ensuring we meet our member's needs and our global standards and targets on member experience satisfaction.

Key Responsibilities:

  1. Membership Engagement & Retention:
  • Assume ownership and manage the relationship with key accounts within multiple buildings.
  • Ensure all accounts have an assigned point of contact.
  • Meet with members to resolve issues, process member terminations, and other issues of complexity.
  • Serve as a point of escalation and be a final decision maker on company policies and procedures to members.
  • Monitor the escalation process to ensure alerts are being properly addressed.
  • Be accountable for member retention, Net Promoter Scores, and overall member satisfaction.
  • Review Net Promoter Scores and member satisfaction results regularly and implement building-specific plans to improve KPIs.
  • Lead building site tours for VIPs as needed.
  • Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team.
Building Operations and Management:
  • Ensure quality and upkeep expectations are being adhered to and SLAs for member submitted requests are being met.
  • Hold the team accountable for general operational policies and standards.
  • Engage with landlords in conjunction with the Asset Director and Real Estate to handle any building-related escalations.
  • Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution.
  • Be accountable for building-level Opex in partnership with the Building Operations team.
  • Conduct tours of the space for potential new members while sharing benefits tailored to their needs.
  • Analyze cluster ancillary revenue data, drive initiatives to increase ancillary revenue in your cluster and partner with central teams on ancillary revenue driving projects.
  • Oversee Community responsibilities for Member companies in buildings where Community is not present.