Community Lead

3 weeks ago

Kuching, Malaysia Human Capital Connection Sdn Bhd Full time

**BE PART OF THE HILLS FAMILY**

The Hills in 2019 re-transformed from a mall to a community lifestyle hub right in the heart of Kuching City.

**ROLES & RESPONSIBILITIES**

**Membership Engagement & Retention**:

- Take ownership and manage the relationship with Key Accounts within the community you oversee, ensuring high satisfaction and retention rates.
- Meet with members to resolve issues, process member terminations, and other issues of complexity.
- Be accountable and implement strategies to enhance member satisfaction, based on regular review of feedback and performance metrics (i.e Net Promoter Scores etc).
- Review Net Promoter Scores and member satisfaction results regularly and implement community building specific plans to improve performance metrics.
- Lead VIP tours and effectively communicate business updates and initiatives to members and the team.
- Communicate and drive the success of business updates, process changes, company initiatives, and goals to the team.

**Leasing**:

- Drive new sales opportunities, maintaining an in-depth knowledge of the local market, competitors, and pricing strategies.
- Demonstrate expertise in our offerings, including space features and unique value propositions.
- Creatively structure deals to align with overall business objectives and optimize sales outcomes.

**Building Operations and Management**:

- Ensure quality and upkeep expectations are being adhered to and SLAs for community members submitted requests are being met.
- Hold the team accountable for general operational policies and standards.
- Engage with Landlords in conjunction with the Asset Director and Real Estate to handle any building related escalations.
- Escalate reoccurring issues as it relates to 3rd party vendors to appropriate teams for resolution.
- Be accountable for building-level PEX in partnership with the Building Operations team.

**Team Management**:

- Oversee and lead teams within your buildings to execute on their objectives as an individual and a team to reach business & member goals.
- Oversee training during the on-boarding process for new joiners and provide ongoing support, ensuring teams are well-equipped for their roles.
- Ensure your time is split appropriately between your community to make sure teams feel supported in their day-to-day activities.
- Support direct reports in the creation of a development plan, through ongoing tailored coaching and by meeting with them weekly in a one-on-one setting to deliver feedback.
- Support individuals to pursue meaningful growth opportunities, within the role and through promotion. Recognize positive performance as appropriate.
- Track performance of direct reports regularly and conduct performance management reviews

**Budget Setting & Expense Tracking**:

- Provide input to and set monthly, quarterly and yearly budgets Review monthly building budget and result comprehensively for optimization.

**JOB REQUIREMENTS & QUALIFICATIONS**
- Bachelor graduate
- Minimum of 4 years of experience in co-working space management or a related customer service or sales-oriented environment.
- Project management and business operations experience required
- Strong proficiency in verbal and written communication.
- 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 for fostering a vibrant, collaborative community within the co-working environment.

**REMUNERATION & BENEFITS**
- RM3,000 - RM4,000 of basic salary (Remuneration package commensurate with experience and qualification)
- Statutory Contribution: EPF + SOCSO + EIS + Staff Benefits

**WORKING HOUR**:

- Monday - Friday; 9.00am-6.00pm

**WORKING LOCATION**:

- Kuching, Sarawak

**Salary**: RM3,000.00 - RM4,000.00 per month

Schedule:

- Monday to Friday

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Business Development: 1 year (preferred)
- People Management: 1 year (preferred)

**Language**:

- Bahasa (required)
- Mandarin (required)
- English (required)

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