Assistant Community Manager

3 weeks ago

Bukit Bintang, Malaysia the Hive Full time

The Flexi Group is a collection of beautifully designed flexible workspace brands with spaces across Asia Pacific and Australia. Our brands include The Hive, Common Ground and The Cluster, each bringing our community a unique member experience. We build, nurture and expand a community of professionals, serving as a hub for connection and collaboration for businesses.

Our mission is to inspire meaningful connections by building a second home where members become friends, and ideas become reality.

We are looking for a talented and passionate Community Officer to illustrate The Flexi Group’s core values and strive to achieve our mission and create a welcoming and collaborative community environment amongst our members through events and building relationships between them.

**Requirements**:
The Community Manager (“CM”) is the captain of the team and the owner of the venue. They illustrate the Company’s core values and strive to achieve our mission.

Goals and Objectives
- Creation of a collaborative environment amongst members through events and personal introductions. Target to achieve and maintain 100% occupancy by achieving sales goals and managing churn.
- Ensuring that the venue is fully operational and that processes are running smoothly.
- Drive growth and promotion of the Company’s service offerings.
- Maintenance of company standards and expectations.
- Management of venue KPI’s
- Oversee all daily operations of your location (front desk services, event planning, social media marketing of the space, basic finance handling, etc).
- Create and oversee a well-connected community through internal and external events, networking and a personable attitude.
- Manage finance-related tasks, such as invoices, purchases, bills, and petty cash.
- Oversee and compile all weekly and month end reports accurately and timely for submission.
- Communicate with the property landlord and collaborate with CG headquarter departments to accomplish objectives in all aspects of the business.
- Train, guide and support current and new team members.

KEY RESULT AREAS / RESPONSIBILITIES

**Member Experience and Community**
- Manage all venue operations and communicate with market support to ensure highest level of member satisfaction.
- Develop community initiatives designed to create connections between members, such as member introductions, events and social media engagement
- 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.
- Proactively gather data on members’ business objectives and identify both the Company and member services that could help members achieve their objectives.
- 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.
- Resolve member complaints regarding other members through neutral fact investigation and process termination of membership when warranted.
- It is the responsibility of all CMs to manage their respective members payments, and to work with Accounts department to make sure all members pay in a timely manner.
- Renewals also fall under the responsibility of the CM.

**Business Development, Retention and Sales**
- Work with the Country Manager to ensure the business reaches 100% occupancy rate
- Identify promising deals with potential members and ensure that your team provides informative, high-quality tours to drive membership sales
- Notify, manage and work alongside internal teams to ensure a high retention rate of current members
- Develop strategies to drive sales, increase revenue and interest for your location
- Ensure that all enquiries are followed up on, and that negotiations and sales closures are taking place
- Manage and maintain relationships with vendors and landlords.
- Creative and constantly think outside the box to find solutions to meet growing sales targets

**Finance and Administration**
- Obtain and analyse P&L reports, and conduct variance analysis when required
- Prepare weekly reports and share with relevant stakeholders
- Prepare monthly invoices by working collaboratively with the Finance Team

**Building Operations and Management**
- Work closely with Community Officers, manage move-ins and move-outs; ensuring that all new members are fully prepared, and transitions run smoothly
- Manage all operations and maintenance of the space to ensure a consistently high-quality experience for members
- Ensure all building receipts and documents are up-to-date and documented, providing internal teams with weekly and monthly reports as needed
- Identify and resolve issues presented, i.e. insufficient cleaning staff, repeating IT-related failures, malfunctioning conference room equipment, etc.
- Know and be able to implement memb

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