Community Lead

Community Lead Permanent | Starting: Early November | Salary: £34,500 Purpose of the Role As a Community Lead , you will oversee the day-to-day running of your building, ensuring a seamless, five-star experience for all members. You’ll take ownership of operations, vendor management, and member experience, while supporting growth and fostering community connections. With a proactive and solutions-focused mindset, you’ll help continually improve service delivery and create an environment where members can thrive. Key Responsibilities Service & Operations Deliver Outstanding Service : Take ownership of daily building operations, ensuring consistency and excellence in member experience. Vendor Partnerships : Build and manage strong relationships with external cleaning, facilities, and security providers. Knowledgeable Point of Contact : Act as a reliable resource for members, providing accurate information and handling queries with good judgement. Auditing & Standards : Carry out daily building checks to maintain a five-star standard. Resolve recurring issues proactively, maintain storage areas, and track stock accurately. Issue Resolution : Take ownership of help desk requests, ensuring they’re resolved within agreed timelines or escalated as needed, always following up with members. Member Experience & Community Service Recovery : Personally follow up with members who’ve had a negative experience to ensure satisfaction and confidence are restored. Safety & Security : Understand and implement Emergency Action Plans, responding calmly to incidents (fire, medical, or security). Event Support : Assist with delivering diverse and engaging community events, gather attendee feedback, and share insights for improvement. Community Builder : Actively create meaningful connections between members, encouraging collaboration and growth. Front Desk Support : Provide reception coverage when required, ensuring a consistent and welcoming presence. Growth & Account Management Account Development : Hold monthly check-ins with key decision-makers to help them maximise the value of their membership. Anticipate future needs, gather feedback, and minimise churn. Sales Collaboration : Keep the Sales team informed of member updates such as renewals, extensions, or move-outs. Commercial Mindset : Adopt a business-owner approach by identifying ways to increase revenue, up sell or cross-sell products, and support building tours to improve conversion. Move-ins & Move-outs : Deliver a smooth on-boarding and off-boarding experience, ensuring each is tailored and professional. Billing Awareness : Maintain an overview of billing cycles, payments, and invoices, and communicate effectively with members regarding account matters. Skills & Experience Experience in operations, hospitality, facilities, or community management. Strong relationship-building skills with members, vendors, and teams. Excellent organisation and attention to detail, with the ability to juggle priorities. Problem-solving skills and a proactive approach. Confident communicator with excellent interpersonal skills. Commercial awareness, with experience contributing to revenue growth. Understanding of health, safety, and security procedures. Personal Attributes A natural community builder who enjoys connecting people. Calm, adaptable, and resilient under pressure. Service-driven and committed to delivering excellence. Collaborative, but confident in taking ownership and making decisions. Positive, energetic, and passionate about supporting member growth. If this sounds like you please upload your CV

Location: London,, GB

Posted Date: 9/6/2025