AddressAs our Community Manager your primary responsibility is to create a welcoming and engaging community environment within your hub. You’ll be the face of your hub and Huckletree, representing our values and creating opportunities for collaboration and growth.
You will cultivate a sense of community and foster connections between members, while taking ownership of day to day, member experience, hub operations, commercials and member renewals . You’ll be the go-to person for members and will be responsible for ensuring they have an exceptional experience. Your goal is to create a space where members can thrive and feel supported as they pursue their business goals, while maintaining Huckletree standards
Key Responsibilities
Member Experience & Engagement
- Be the driving force behind member to member connections by fostering an environment of collaboration and business relations in-line with MX KPIs
- Execution of the hub NPS strategy to ensure the highest possible level of member satisfaction and engagement to mitigate churn
- Maintaining seamless and engaging onboarding and off-boarding for all members in line with formal member engagement cadence
- Being the main point of contact for all high level member enquiries and concerns, ensuring any issues are resolved promptly and effectively
- Developing and executing community engagement strategies alongside General Mangers
- Anticipating member and guest needs before they arise using relevant information to enhance and personalise their experience
- 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
Ecosystem & Experiences
- Working with Ecosystem team in the creation and running of all ecosystem and brand events
- Conducting quarterly catch ups with primary members to evaluate member success opportunities and identify ways in which Huckletree can support its members through our unique ecosystem and ultimately reduce member churn.
- Fostering member connections within your hub and ensuring that new members have a minimum of 3 member connection within their first month
- Working with Community Associates to ensure hub event programming is relevant, well executed and within budget
- Supporting the team with managing and hosting external meeting room and events - ensuring that all members and guests receive an exceptional experience at all times when booking and using our spaces
- Running our weekly Member Breakfast & Member Drinks; drinks ordering (includes alcohol handling), theme ideation, event set up (may include heavy lifting) and executing on the day (includes occasional evening shifts in line with event programming)
- On occasion you may be required to assist and work evening or weekend events as per Community rotation
- Ensuring events spend is accurately recorded and kept in line with budget
Building Operations & Quality
- Ownership of day-to-day operations of your hub, ensuring everything runs smoothly and efficiently
- Providing day to day leadership of Community Associates through daily briefs to ensure daily, weekly and monthly tasks are achieved.
- Using your problem solving skills to find solutions to issues as they arise and implementing service recovery as needed adopting 10-100-1000 method
- Execution of operational strategies and central team initiatives
- Coordinating with Facilities team to ensure that the hub is fully equipped with all necessary resources, reporting any issues or faults accordingly
- Liaising with in-building suppliers, cleaning operatives, and maintenance teams to ensure hub is kept up to standard
- Always keeping within budget, being responsible for ensuring that all supplies are ordered and replenished appropriately in line with budgets and P&L
- Maximising the profitability of the hub and ensuring all revenue opportunities are maximised
- Supporting the General Manager with any ad hoc tasks as required within your Hub
- Maintaining hub hygiene standards and working with cleaning partners to ensure the cleanliness is maintained. In the absence of cleaning operatives Community Team are to maintain cleaning standards- emptying dishwashers, surface wipe downs etc
Sales, Renewals & Commercials
- Assisting Sales teams with new membership tours
- Supporting your General Manager with financial analysis of P&L reporting and contributing ideas toward positive EBITA
- Assume ownership of member renewals and manage the relationships with key accounts within your hub in line with renewal, churn and occupancy targets.
- Build relationships with key stakeholders and partners to create opportunities for growth and expansion
- Continually monitor our member businesses and identifying member success stories and opportunities on how we can support
- Updating sales team on potential member churn or risk to monthly recurring revenue
- Manage and forecast budgets to ensure that financial targets are met and exceeded
- Assist with the analysis of financial reports to identify trends and areas for improvement, and develop action plans to address them
- Monitor cash flow and manage expenses to ensure that your hubs are operating within budget
- Control variable spend to maintain quality of service whilst keeping your hubs in budget
- Support Sales & Marketing teams with insight and data analysis to continually drive high quality curated leads for your hubs
- Updating Nexudus and other systems regularly to ensure group wide information is up to date and correct
