Full-time position
Desired start date: January 2, 2018

JOB DESCRIPTION

The Community Manager is the heartbeat of the RISE Collaborative community. She or he is the face of the company from the moment members and guests walk through the door and takes pride in the workspace feeling, looking, and operating its best at all times. Most importantly, the Community Manager works to ensure that all members and guests have an exceptional experience at RISE Collaborative.

This person is admittedly Type A. She or he likes things to be tidy, organized, and run like a well-oiled machine. The Community Manager is a creative self-starter who doesn’t think twice about taking initiative, making recommendations, and making good decisions (or if it doesn’t turn out to be a good decision, will remedy and then learn from the experience).

She or he is a strong communicator, digitally savvy, and adept at customer service. The Community Manager genuinely likes people and gets to know members’ names, businesses, and what’s going on in their world not because they have to, but because they want to and care about them. They are like the host of the party and the representative of the community both to members and the public. The Community Manager wants to see RISE Collaborative grow, serve members of its community, and be an integral part of its success.

GOALS + OBJECTIVES

  • Illustrate RISE Collaborative’s core values and strive to achieve our mission
  • Foster a collaborative community environment among our members through events and building relationships between members
  • Grow membership sales, support member retention, and work to achieve membership sales goals
  • Ensure the workspace is fully operational and processes are running smoothly
  • Drive promotion and community relations of RISE Collaborative

DUTIES + RESPONSIBILITIES

Business Development

  • Develop and implement strategies for reaching out to local organizations and attending networking events to promote the RISE Collaborative community, and identify and recruit potential members
  • Develop and implement strategies for identifying businesses that could potentially benefit from RISE Collaborative Workspace’s services
  • Develop relationships with current and former members to reduce churn and explore members’ business networks for new members

Marketing + Sales

  • Identify the needs of potential and current members, and recommend tailored solutions responsive to their needs
  • Research potential members and develop tailored marketing strategies and materials based on that research
  • Develop sales pitches that distinguish RISE Collaborative from other options
  • Give customized and individualized tours based on research and knowledge of potential members’ businesses and needs
  • Generate leads and conduct tours to reach sales goals and work towards or maintain 100% occupancy
  • Devise strategies with CEO/COO to meet and maintain target tour and conversion rates

Community Management + Events

  • Exercise discretion in guiding prospective members, including possibly gate keeping where business may not be in the interests of the greater community
  • Manage new member sales process and serve as the primary point of contact to ensure all new members complete all steps of the sales process, pertinent information is gathered and entered into RISE systems and databases, and that no leads or new sales are forgotten or lost in the process
  • Lead New Member Onboarding Sessions to explain RISE Collaborative policies and procedures to members, including but not limited to: membership agreement, billing procedures, member portal, workspace norms and policies, etc.
  • Proactively gather data on members’ business objectives and identify both RISE Collaborative and member services or connections that could help members achieve their objectives
  • Identify opportunities and act on them to connect members
  • Plan and supervise educational, professional and personal development events to support the engagement and well being of the community
  • Supervise members’ meetings and events for compliance with house rules and intercede or escalate issues as they arise
  • Help enforce and design new rules, guidelines and best practices for the community with goal of optimizing member experience and business objectives
  • Resolve member complaints and policy violations through neutral fact investigation and prepare recommendation for termination of membership when warranted
  • Make recommendations regarding best practices, including but not limited to: community management, sales, events, training, and member experience to CEO/COO

Workspace Management

  • Manage support staff to ensure consistent coverage of front desk presence and oversee staff performance
  • Manage workspace supply needs including refreshments and office supplies
  • Conduct quality-control walkthroughs of the workspace to note immediate issues, pre-empt potential future issues, and identify areas for improvement
  • Manage outside vendors and serve as primary point of contact
  • Report building operations issues to landlords and serve as primary point of contact during repairs
  • Work on community initiatives designed to develop connections between members, including member introductions, curating events, and event follow-ups
  • Oversee office member departures and oversee restoration of offices to original condition
  • Prepare daily, weekly and monthly progress reports on the community and identify areas for improvement
  • Eventual management of member billing and workspace spending. Until full transition occurs, Community Manager will support CEO with aspects of billing processes including monthly printing/copying fees, meeting room and event rentals, workspace supplies, etc.

KEY SKILLS, EXPERIENCE + COMPETENCIES

Key Skills

  • Exceptional Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
  • Effective and professional communication skills (written and oral)
  • Solid organizational skills, including the ability to prioritize and multi-task in a demanding environment
  • Working knowledge of Microsoft Office Suite, including Word, Excel, PowerPoint and Outlook, and the ability to understand other programs to assist in the day to day workspace operations
  • Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy

Competencies

  • Self-starter
  • Ability to build and maintain strong working relationships
  • Embraces change and feedback
  • Takes ownership and uses initiative
  • Great communicator
  • Tech savvy and able to troubleshoot basic IT issues
  • Team player
  • Resilient

HOW TO APPLY

Send resume, cover letter, and any supplemental documents you may want to share highlighting your qualifications to this email address by November 10, 2017.