Community Manager

Vor 5 Tagen

Berlin, Berlin, Deutschland infinitSpace Vollzeit
About the Role

We are seeking a highly skilled and experienced Community Manager to join our team at infinitSpace. As a Community Manager, you will be responsible for leading and managing multiple buildings, ensuring the highest level of member experience and satisfaction.

Key Responsibilities
  • Leadership and Management
    • Lead and manage a team of Community Managers across several buildings
    • Organize daily meetings and share business information
    • Conduct bi-weekly one-to-one sessions with direct reports for coaching and feedback
    • Review team performance and recognize positive achievements
    • Ensure excellent time management and support direct reports in their daily activities
    • Motivate the team and manage accountabilities for responsibilities and goals
  • Sales and Revenue Growth
    • Qualify SMB leads and convert them to tours and closed deals
    • Work closely with the Sales Manager to achieve revenue and occupancy targets
    • Provide proposal offers based on infinitSpace guidelines
    • Lead and execute a smooth member onboarding process
    • Initiate and organize broker campaigns and events for lead generation
    • Develop new leasing and marketing strategies to attract new leads
    • Initiate and execute a successful referral campaign within the building
    • Identify new initiatives for future improvements
    • Manage member relationships to prevent churn
  • Member Experience and Satisfaction
    • Ensure an exceptional overall member experience measured by infinitSpace's member experience dashboard
    • Manage key accounts and resolve member support requests within SLA's
    • Serve as a point of escalation and make decisions on infinitSpace policies and procedures
    • Meet with members to resolve issues and process terminations
    • Monitor and address member satisfaction KPI's
    • Accountable for Net Promoter Scores and overall member satisfaction
    • Initiate and implement building-specific plans to improve KPI's
    • Lead communication related to business updates, process changes, and company initiatives
  • Operations and Finance
    • Ensure daily infinitSpace operation standards are maintained
    • Point of contact for vendors and lead the vendor onboarding process
    • Ensure partners have necessary tools to succeed
    • Hold vendors accountable for operational policies and standards
    • Engage with Landlords and Real Estate team to handle building-related escalations
    • Escalate reoccurring issues to internal teams for resolution
    • Fully accountable for building-level Opex
    • Own and control the building P&L and financial performance
    • Initiate and provide input for monthly, quarterly, and yearly budgets
    • Implement actions for financial optimization
    • Proactively manage building payment issues
    • Lead and manage financial activities for rent collection, rent increase, late payment, and check returns
    Requirements
    • 5+ years of equivalent experience in hospitality, marketing, multi-unit retail, startups, finance, consulting, or related experience
    • 2+ years of management experience leading a team of individual contributors
    • Bachelor's Degree or equivalent experience in Business, Marketing, Hospitality, or related degrees
    • Understanding and experience in leading teams
    • Excellent verbal and written communication skills, project management, and business operations experience
    • Ability to lead and manage in a fast-paced environment
    • Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion
    • Fluency in German and English language (written and spoken)

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