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Project Work Force is building fully serviced - compliant, state of the art industrial co-work space for micro-factories. 

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T: +44208 123 1216

E: engagement@projectworkforce.co.uk

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Project Work Force.

Please email CV and covering letter to: engagement@projectworkforce.co.uk

HEAD OF COMMUNITY

The informal sector currently employs approx. 3 million workers which fall outside the scope of any current monitoring, most of these workers work in sweat-shops (buildings with poor structural foundation, no fire exits and not fit for industrial purpose); At PWF we are focused on building an ecosystem to improve the livelihood of the people in the informal economy.

Space is at the heart of the PWF community and our community manager is expected to play a critical role in ensuring our long term visions and goals are met.  

Goals & Objectives

  • Illustrate PWF’s core values and strive to achieve our mission. Build a Community Management team to achieve the following:

    • Creation of a collaborative environment amongst our members through events and personal introductions.

    • Maintenance of 100% occupancy by achieving sales goals, and managing churn.

    • Ensuring that building is fully operational and processes are running smoothly.

    • Driving growth and promotion of PWF-provided service offerings.

    • Maintaining company standards and expectations.

    • Managing building KPI’s.

Duties & Responsibilities

Community Management & Events:

  • Manage all building operations and communicate with necessary people to ensure the highest level of member satisfaction.

  • Develop community initiatives designed to create connections between members, including member introductions, overseeing events, electronic and print communications, and building walk-throughs.

  • Solve member-related issues to ensure a cohesive community and manage member expectations.

  • Meet with members to resolve issues, process member terminations and other issues of complexity.

  • Oversee events to ensure there is a good balance of educational, member appreciation, and lead generating and sales-related events and to review for adequate procedural safeguards for the protection of members and company assets.

  • Proactively gather data on members’ business objectives and identify both PWF and member services that could help members achieve their objectives.

  • Seek opportunities to engage members to discover and discuss members’ objectives, i.e. using member service request as an opportunity to learn more about members, member’s business and any other needs members may have.

  • Identify opportunities and act on them to connect members.

  • Design and implement rules, guidelines and best practices for the community to optimize member experience.

  • Recommend best practices, including but not limited to community management, sales, events, training, and member experience on a company-wide level.

  • Exercise discretion in guiding prospective members, including possibly gatekeeping where business may not be in the interests of the greater community.

  • Resolve member complaints regarding other members through neutral fact investigation and process termination of membership when warranted.

  • Explain PWF policies and procedures to members, including but not limited to membership agreement and billing procedures.

Business Development:

  • Take responsibility for sales and community dynamics.

  • Conduct tours to work towards and maintain 100% building occupancy when ACMs are unavailable.

  • Lead tours for VIPs, i.e. guests of PWF.

  • Engage in the larger community of the market by attending events. and networking with local start-ups and organizations.

  • Manage and maintain relationships with vendors and landlords.

 

 

Building Management:

  • Make recommendations to Operations on any repairs, maintenance, or updates required in your building.

  • Analyse tickets by area to identify and resolve issues presented, i.e. insufficient cleaning staff, repeating IT-related failures, malfunctioning conference room equipment, etc.

  • Set priorities using ticket data and clearly communicate adjustments to the team.

  • Produce comprehensive quality control reports that allow all stakeholders to improve the member experience.

  • Review all base building documents to ensure the data is updated and accurate.

  • Supervise move-ins and move-outs for a quality experience.

  • Review daily reports and work with the team to finalize weekly and monthly reports that outline community and sales progress

  • Expense management for the building.

  • Know and be able to implement member safety plans, i.e. fire and emergency plans.

Personnel Management:

  • Manage a team within a building to reach sales goals and execute on their objectives as an individual and a team.

  • Lead professional development within the team and make recommendations to promote current employees.

  • Perform weekly one-on-one meetings to track individual performance.

  • Oversee and keep the team up to date with process changes.

  • Oversee team including performance management reviews.

 

 

 

Experience & Requirements

  • College graduate – individuals with a degree in law, psychology, philosophy, development studies . This is not compulsory.

  • Customer service and sales experience required.

  • Project management and business operations experience required.

  • Must have strong verbal and written communication skills.

  • Cold-outreach experience a plus.

  • Understanding and experience managing a team of more than two people.

  • Exceptional organizational and multitasking skills.

  • Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy.

  • Passion and understanding for entrepreneurial communities.

  • Passion and understanding for PWF’s mission and values.