Community Manager

WeWork India; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

WeWork India is seeking a seasoned Community Manager to elevate member experiences across its locations in Mumbai and beyond. You will lead the Community Management team, drive events, oversee occupancy, and support sales initiatives to grow membership.

The role requires 8-10 years in hospitality, marketing, or related fields, with strong operational focus and exceptional communication, leadership and vendor management skills. On-site work is expected.

Qualifications

• BA/BS or equivalent in business, marketing, or hospitality.
• 8-10 years of experience in hospitality, marketing, consulting or related with strong operational focus.
• Strong verbal and written communication; team leadership.
• Experience in customer service, managing sales and building high visibility brands.
• Project management and business operations experience is required.
• Ability to lead teams of more than five people.
• Integrity, dependability, responsibility and empathy; entrepreneurial mindset.

Responsibilities

• Lead the Community Management team to drive member engagement and occupancy.
• Foster events and introductions to build a collaborative member environment.
• Manage building KPIs, operations, and vendor relationships.
• Support sales in achieving new goals and revenue targets.
• Ensure buildings are fully operational and processes run smoothly.
• Oversee move-ins/outs and maintain high member satisfaction.
• Expense management and budget awareness for the location.
• Implement member safety plans and procedural safeguards.
• Gatekeep and guide prospective members when required.

Skills

Verbal communication

Written communication

Team management

Hospitality operations

Sales

Customer service

Education

BA/BS or equivalent in business, marketing, hospitality

Job description

About us

WeWork India is one of India’s leading flexible workspace operators – ‘Great Place To Work’ certified (Nov 2024 – Nov 2025), aimed at creating flexible workspace solutions for companies of all sizes.

Since its inception in India in 2016, WeWork India has expanded across 68 operational centres in Chennai, New Delhi, Gurugram, Noida, Mumbai, Bengaluru, Pune, and Hyderabad. WeWork India meets distinct workspace needs, for various businesses. WeWork India strives to provide customised and curated solutions for various office space needs through its products and solutions.

At WeWork India, we’re driven by collaboration, creativity, and a shared vision to redefine the future of work. If you’re looking to be part of a dynamic, fast-growing organisation that values talent and fosters growth, join us and build your future with WeWork India.

For more information, please visit our website

About the role

The Community team is dedicated towards enhancing the member experience, sales performance and operational excellence of our WeWork locations. This team plays a central role in all operations at all locations of WeWork and serves as the “face” of WeWork.

Every employee of this team helps our members and employees create their life’s work through assisting in functions such as hospitality and operations.

Roles and responsibilities

Lead the Community Management team to achieve the following:

• Create a collaborative environment amongst our members through events and personal introductions

• Maintain occupancy by handling renewals and managing churn

• Support sales in achieving new sales goals

• Ensure that your building(s) is fully operational and processes are running smoothly

• Drive growth and promotion of WeWork-provided service offerings

• Maintain the company standards and expectations

• Manage building(s) KPIs, Duties and Responsibilities

• Own employee satisfaction, growth and retention between your asset(s)

Building(s) Management

• Make recommendations to the Product team and Head of Community and Operations on any repairs, maintenance or updates required in your building

• Set priorities using ticket data and clearly communicate adjustments to various teams. Produce comprehensive quality control reports that allow all stakeholders to improve the member experience. Analyze tickets by area to identify and resolve issues presented, for example, insufficient cleaning staff, repeating IT-related failures, malfunctioning conference room equipment, etc.

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

• Supervise move-ins and move-outs and ensure a quality member experience during the same

• Expense management for the building : Analyze the ongoing expense trends for the location and strategize on how to optimize the same

• To be aware of and implement member safety plans, for example, fire and emergency plans. To review adequate procedural safeguards for the protection of members and company assets

• Manage and maintain relationships with vendors and landlord Personnel

Community Management and Events

• Ensure that there is a good balance of educational, member appreciation, lead generating and sales-related events. 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

• Seek opportunities to engage members in order to discover and discuss members’ business objectives and identify both WeWork and member services that could help members achieve their objectives. For example - using member service requests as an opportunity to learn more about members, their business and any other needs that they might have. To Identify opportunities and take suitable action on the same

• 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 at a company-wide level

• Exercise discretion in guiding prospective members, including possibly gatekeeping

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

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

Sales

• Review daily reports and work with the team to finalize weekly and monthly reports that outline community and sales progress. Take responsibility for sales and community dynamics

• Conduct tours to work towards and maintain 100% building occupancy when ACMs are unavailable and also lead tours for VIPs

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

Personnel Management

• Management: Manage a team within a building to reach member experience & revenue goals and execute their objectives as individuals and as 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 including performance management reviews

Experience and qualifications

• BA/BS or equivalent in business, marketing, hospitality or other related domains

• 8-10 years of experience in hospitality, marketing, consulting or related experience with strong operational focus

• Experience in customer service, managing sales and building high visibility brands

• Experience in project management and business operations is also required

• Must have strong verbal and written communication skills

• Cold-outreach experience is a plus

• Understanding and experience managing a team of more than five 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 WeWork’s mission and values

Equal Opportunity Employer

WeWork India is an Equal Opportunity and Affirmtree Action Employer. We celebrate diversity and are committed to creating an inclusive environment for our employees and members. Employment decisions are made without regard to race, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status or other characteristics protected by law.

We expect all employees to embody our values and all aspects of employment including the decisions to hire and promote, are based on merit, competence, performance and business needs.

Our total rewards philosophy is aimed at providing compensation that is competitive, performance linked and helps us attract and retain the talent we need to drive our business forward and serve our members. As part of WeWork India, our commitment to you is that you’ll be surrounded by career opportunities in a culture that fosters collaboration, flexibility and inclusion.