Community Lead: Elevate Member Experience & Growth

WeWork; Boston (MA); On-site; USD 59,000 - 72,000; Full time

Benefits offered by this job

20 days PTO

~13 paid holidays

80 hours paid sick time/year

16 weeks paid parental leave

Competitive healthcare benefits

401k plan

Life and AD&D insurance

Job summary

WeWork is seeking a Community Lead to act as the heart of our community at a Boston-area location. This on-site role demands five days a week presence, driving hospitality, building operations, and revenue growth through proactive engagement with members and Enterprise clients.

The ideal candidate has a Bachelor’s degree or equivalent and 3+ years in hospitality or multi-unit environments, with strong communication skills and a data-driven mindset.

Qualifications

• Bachelor’s Degree or equivalent experience.
• Preferred 3+ years of professional experience in hospitality, multi unit retail or related experience.
• Proactive problem-solver with an entrepreneurial mindset who embraces change and is committed to continuous professional growth.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Exceptional verbal and written communication skills, with a natural ability to build rapport with diverse stakeholders ranging from entrepreneurs to Enterprise executives.
• Experience utilizing data (such as Qualtrics or CRM tools like Salesforce) to inform decision-making and drive member satisfaction.

Responsibilities

• Deliver elevated hospitality by anticipating member and guest needs, offering personalized support, and ensuring a positive experience throughout all stages of the member journey.
• Act as the primary point of resolution for member feedback, leveraging NPS data to identify trends, solve complex escalations with empathy and accountability, and implement proactive service improvements.
• Support the Community Team in execution of a curated community event strategy that fosters professional networking and member connections, directly impacting member retention and satisfaction metrics.
• Serve as the on-site Lead owning the operation excellence and standards of your building, identifying and implementing improvements that enhance the space on a daily basis.
• Lead high-impact tours for prospective members, sharing benefits tailored to their unique business needs to capture new revenue and drive building occupancy.
• Collaborate with members to pinpoint renewal and expansion possibilities through data-informed analytics

Skills

Hospitality management

Communication skills

Leadership

Data-driven decisions

Customer relationship management

Education

Bachelor’s Degree or equivalent experience

Tools

Salesforce

Job description

WeWork is seeking a Community Lead to act as the heart of our community at a Boston-area location. This on-site role demands five days a week presence, driving hospitality, building operations, and revenue growth through proactive engagement with members and Enterprise clients.

The ideal candidate has a Bachelor’s degree or equivalent and 3+ years in hospitality or multi-unit environments, with strong communication skills and a data-driven mindset.