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  • Posted: Dec 6, 2022
    Deadline: Dec 16, 2022
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    Workstation’s mission is to drive innovation throughout Africa by providing entrepreneurs, start-ups and small businesses with dynamic, curated work-spaces designed to cultivate creativity and productivity.
    Read more about this company

     

    Community Manager

    Community Manager (Lagos Region) Job Description 

    The Community Manager is the primary point of contact and acts as the ‘face’ of Workstation. You are responsible for managing and engaging with the organization's physical and online community in a way that builds brand awareness and loyalty. 

    Our Community Operations Teams have a passion for creating innovative business and social impact products and how they help transform our immediate community and environment. Working cross-functionally with other stakeholders, they ensure that our coworking communities stay safe, and connected, and collaborate responsibly and respectfully to help make the African start-up and our enterprise business solutions more open and connected.

    Our ideal candidate has exceptional oral and written communication skills, is a people person with great customer service skills, sales skills, and the ability to moderate online and offline conversations with our community, is friendly, and has great leadership qualities while also being very informative, engaged and excited at all times. 

    Ultimately, your goal should be to be a positive role model to the communications operations associates, make a great first impression on prospective/current members, guests and visitors, and make them feel comfortable and valued.

    Duties & Responsibilities 

    • Coordinate  daily, weekly, and monthly tasks and responsibilities 
    • Provide a welcoming, informed tour of the Workstation’s community to prospective members 
    • Develop and implement community promotion and engagement strategies and tactics as they relate to our strategic goals 
    • Monitor social media platforms and email accounts for feedback, comments, and inquiries; ensure relevant responders are ‘nudged’ to respond as well as diffuse any negative engagement
    • Engage with members, supervise private offices and hot/fixed desk areas for any issues, and be active in the community
    • Alert appropriate staff as issues arise and work with staff to resolve issues
    • Maintain membership information, revenue collection, and other administrative tasks
    • Understand the Workstation’s mission, core values, membership plans, procedures, and overall operations thoroughly and be able to communicate this information to visitors and members and develop community initiatives designed to create connections between members across multiple Workstation locations
    • Solve member-related issues and complaints to ensure a cohesive community and manage member expectations
    • Proactively get to know members to know their goals and connect them to our relevant services 
    • Manage entire staff: Community Operations Associates, Facilities Operations, Service Team
    • Seek opportunities to engage members to discover and discuss members’ objectives, i.e. learning their purpose for being at Workstation 
    • Resolve member complaints regarding other members through neutral fact investigation and process termination of membership when warranted 
    • Ensure our buildings are operating cost-effectively, inventory is being tracked, and supplies are fully stocked 
    • Develop and sustain relationships with all members of our community by remembering their names, showing interest in their projects, and checking in on them 
    • Generate and expand sales by using creative strategies and properly training community operations associates about tours
    • Maintaining a team player attitude and stepping up to the occasion when asked to
    • Fully engaged in our community: liking and commenting on our Instagram handle; sharing articles on our Digital Member Network and Facebook page; retweeting Workstation tweets; attending events and talking and engaging with members daily
    • Report monthly revenue and expenses for each location, and track growth in membership
    • Ensure our facilities are always up to our standards including cleanliness and fully stocked will all amenities 
    • Understand the Workstation’s mission, core values, membership plans, procedures, and overall operations thoroughly and be able to communicate this information to visitors and members 
    • Be a jack of all trades: willing to do what it takes to ensure member satisfaction 
    • Coordinate with the Community Operations Associate to ensure visitor/guest/member relations are in synergy with the Workstation facility 
    • Ensure Workstation locations are neat and organized at all times 
    • Provide potential members and visitors with an engaging tour of the facilities to convert them into paying members 
    • Maintain a casual-chic, decent look at all times complemented by a friendly attitude 
    • Assist our community of members and help resolve inquiries empathetically, accurately, and on time. 
    • Become and remain knowledgeable about the Workstation’s products and community standards. 
    • Make well-balanced decisions and be personally driven to be an effective advocate for our community. 
    • Have strong interpersonal skills, verbal and written communication skills, and most importantly empathy. 
    • Display a strong bias to doing what’s right for our community in supporting the Workstation mission.
    • Investigate and resolve issues that are reported such as requests for member account support and reports of potentially abusive content and behavior. 
    • Review reported behavior and content and respond to member inquiries with high quality, speed, empathy, and accuracy. 
    • Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of members. 
    • Gather, analyze, and utilize relevant data to develop ways to improve the overall member experience at your designated coworking locations. 
    • Identify inefficiencies in workflows and suggest solutions 
    • Recognize trends and patterns, and escalate issues outside the company policy to the management team
    • Come up with and organize events to promote the workstation brand
    • Increase the company’s revenue by marketing and selling all plans
    • Motivating and assisting the team members to meet their targets

    Experience & Requirements 

    • Previous experience working in a similar role or a background in an administrative, management, and or customer service role 
    • Passionate and articulate with the ability to analyze the implications of online communications and messages 
    • Timeliness regardless of the weather; this position requires diligence 
    • Passion and understanding of Workstation’s mission and values 
    • Excellent organizational, multi-tasking, interpersonal, and communication skills
    • Ability to use discernment to make decisions regarding member requests and management tasks 
    • Familiar with hospitality industry standards 
    • Ability to handle a high volume of inquiries and personalities while maintaining a professional and friendly attitude
    • Min. 3 years of relevant work experience 
    • Bachelor’s degree, or equivalent. 
    • Excellent written and verbal communication skills in English 
    • High affinity and cultural awareness of the social and economic situation in Nigeria 
    • Social Awareness - Being aware of relevant social, political, and professional trends and developments and using this information as the basis of sound judgment. 
    • Community Sensitivity - Ability to demonstrate moral and social awareness of the consequences of one's choices, decision-making, and actions on behalf of our members. 
    • Workmanship - Ability to carry out one's work by professional standards of one's specific job designation.
    • Accountability - Ability to be accountable for one's actions and those of junior reps mentored. 
    • Stress Management - Ability to perform under pressure and adversity while remaining objective. 

    Method of Application

    Interested and qualified candidates should forward their CV to: joinus@workstationng.com using the position as subject of email.

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