Community Lead
Conduct quarterly check-ins with members to gather valuable feedback on their experience, actively addressing their requests to enhance service quality. Engage actively with building members across all floors, fostering authentic relationships and building trust through regular interaction and personal engagement. Educate members on optimizing their use of the space and benefits, including detailed guidance on membership utilization and advantages of membership upgrades. Facilitate front desk team, increasing their visibility among new members and enhancing their proficiency with WeWork systems. Engage directly with primary members to understand and anticipate their needs, enhancing satisfaction and retention rates. Oversee all aspects of the MIMO lifecycle, facilitating a seamless experience for members during critical transition periods. Provide support and coaching to colleagues in similar roles, enhancing team capabilities and improving overall building performance. Assist sales team by conducting tours for potential members, showcasing the facility and member benefits.Reopened previously closed building single-handedly, ensuring the space met and operated according to company standards, making it fully functional and member-ready.Improved survey results, elevating Medallia scores from 0 to 100 in Relationship and 0 to 55 in another key metric as of September 2022, by focusing on enhancing the experience for all member types through strategic use of complimentary bookings, personalized visits, and targeted email communications.Audited and managed service tickets via Salesforce, diligently following up to resolve all outstanding issues and ensuring member satisfaction.Conducted daily walkthroughs of the entire building, creating maintenance tickets as necessary and escalating major issues to the appropriate parties for rapid resolution.
