Updated: Jan 2021

Community Team Mission

Our success built on meaningful ideas, sincere interactions to create, drive and
embrace change to furnish our members’ journeys with irreplaceable values and
experience.

*Drive greater business values to our members*

Community Team’s Responsibilities

1. Building Improvement (physical, SKU)
2. Inventory Management: Pricing, audit
3. Churn (Renewals)
4. Occupancy projection
5. Members Experience (NPS)
6. Operation Expenses Control (Consumables)

1
Role & Responsibilities [For internal use only]

Communities Manager

JOB SUMMARY

The Community Manager is a key member in the organization who provides

visionary business planning at cluster level and support senior leadership teams on
operational and financial planning. The position will report into Area Director, leading
initiatives ranging from long term strategic planning, responsible for identifying and
implementing revenue growth opportunities, oversight of key accounts, operations
planning, process improvement and executing a regular calendar of events.

The Community Manager will be an entrepreneurial and commercial savvy individual

who always has a can-do attitude to drive results with a positive approach. S/he
must have a proven experience in leading people, have leadership maturity and
prepared to mentor and coach for success.

KEY RESPONSBILITIES

Strategy Planning

• Working closely with sales team in developing strategic plans to advance the
businesses key objectives whilst driving occupancy, renewals, growth of other
revenue
• Contribute to strategic development with accurate projection and leverage
resources in order to achieve collaboration across clusters
• Fully accountable for designated cluster’s performance, inventory
management i.e. Pricing revision, SKU updates, Centre improvement
• Collect feedback on building SKUs, escalate for necessary changeover in
order to sell the impacted inventories
• Develop, plan and implement abovementioned strategic plans with minimal
oversight from management
• Provide customer intelligence to support marketing initiatives

Key Account Management

• Fully responsible to all accounts with exceptional capabilities to engage with

key clients. Persistently explore and uncover the business needs of key
clients and understand how our range of product offerings can grow their
business
• Monitor and analyse all client profiles and tailor made business plans in order
to drive member retention, Net Promoter Scores, and overall member
satisfaction.

Building Operations

2
 • Ensure quality and upkeep expectations are being adhered to and SLAs for
member submitted requests are being met.
• Engage with Landlords in conjunction with the Asset Director and Real Estate
to handle any building-related escalations.
• Lead process improvement initiatives and facilitate collaboration with
respective stakeholders
• Own building level OPEX budget, expenses planning and consumable
procument process

People Management

• Proactively retain and develop people to achieve goals, providing meaningful

development opportunities
• Facilitates regular, ongoing communication and cascade Company’s
direction/KPI/visions and provide frequent coaching
• Be the first go-to-person for team support and provide tools necessary to
succeed in their respective roles

KEY SKILLS REQUIRED

• Maintain a constant awareness of members, including organizational

structure, corporate performance, objectives and pressures, category
awareness, performance and activity with competitors.
• Keep up to date on developments and trends within the marketplace.
• The ability to develop plans to ensure selling of assets across multiple
buildings
• Exceptional negotiation and selling experience, preferably within the
hospitality and co-working space
• Strategic but willing / the ability to get into the detail, be tactical, creative and
disruptive as required.
• Establish and actively manage key internal and external alliances and
relationships to drive opportunities for growth within WeWork Hong Kong
• Provide leadership and strategic direction to peers and direct reports who are
charged with delivering day-to-day values
• Manage direct reports to translate strategies into specific priorities, objectives
and action plans.
• Strong analytical and financial skills with the ability to establish and articulate
a clear vision, generate ideas and engage stakeholders
• Strong broad-based commercial acumen
• Numerically proficient, with the ability to effectively manage P&L’s and
budgets
• Strong presentation and communication (written and verbal) with the ability to
communicate complex issues to all levels
• Previous experience working in a matrix organization managing multiple
stakeholders

3
Building Lead/Community Lead
Job Summary

As a Building Lead/Community Lead, you will be an integral contributor elevating

day-to-day member experience at building level. You’ll ensure we deliver on our
targets for an uncompromised member experience through curated events based on
members’ interests, introducing members to each other for business opportunities,
and creating a welcoming environment for members and their guests.

[FOR BUILDING LEAD] Building Lead has an ability to analyse members’

demographics and generate insights from data. H/She will be a key driver on
renewals and other revenues with strong commitment to provide business impact to
your clients.

The Building Lead/Community Lead are obsessed about people matters – Listening
and engaging members, discovering ways to enable business outcomes. You thrive
in teams, and enjoy getting things done together. You take ownership and build
solutions, focusing on what matters and agile to change.

Hospitality:

• Membership Engagement & Retention:

• Complete scheduled, quarterly conversations with owned accounts to
help them maximize the value of their WeWork membership while
checking in on all members regularly to understand their ongoing
experience.
• Anticipate member and guest needs before they arise using relevant
information collected about members to enhance and personalize their
experience.
• Proactively follow through members enquiries and take actions to
solve problems in an effective way and be willing to listen and
understand members’ feedback and concerns.
• Follow up in person with all members who’ve submitted a bad rating for
conference rooms, poorly rated a ticket, or submitted a n egative
Medallia response.
• Follow the model for issue resolution, utilizing the severity scale to
determine the next steps. Ensure the proposed solution fully meets the
member's needs.
• Review all Medallia responses to understand areas of improvement
and implement proactive changes, keeping member experience top of
mind.
• Support community bar schedule as needed, ensuring there is
consistent coverage during business hours.

• Move-In & Move Out:

• Conduct pre-move-in meetings with all new accounts to ensure a

successful move in.

4
 • Complete the New Member Orientation process for all new accounts
within the building.
• Curate new member on-boarding materials such as welcome member
notes, FAQ guides, etc to provide on move-in day.
• Conduct move out interviews to understand the departing members’
overall experience.

• Events:

• Provide feedback on programming types (based on member makeup)

and evaluate events based on attendance, satisfaction, and impact on
the appropriate Events team.
• Set up and host weekly “social events” that help to create a community
within your location and execute “Value-Driving” events planned by the
Events team when applicable in the building.
• Distribute all necessary info to promote the event including creation
and posting of weekly events posters and individual event posters.
• Ensure building-specific operational requirements are met for each
event (elevators, HVAC, etc).

Renewal and Sales Support:

• Conduct building tours for prospective members as needed.

• Alert appropriate contact on the Growth Team when a member notifies
of any desire to have a Growth related conversation.
• Hand-off prospective member sales to appropriate sales contacts
(walk-ins, current members, guests, etc).
• Be responsible for renewal conversations. Take proactive approach
carry out renewal conversations with the primary member.

Building Operations and Management:

• Conduct morning walkthroughs to address any issues, escalating any

recurring issues to your manager and/or issue tickets to alert the
relevant cross-functional teams.
• Take ownership of building improvements. Flag to CM any area needs
to be fixed or improve in order to sell the space with great impression
or voice out to CM of any feedback from tours or members for areas of
potential improvements, with constructive suggestions.
• Know and explain WeWork policies and procedures and communicate,
inform, and update members on building issues via email, in person, or
broadcast.
• Manage the energy in the building ensuring music levels and
activations are appropriate to the daypart and occasion.
• Liaise with in-building on-site team, third party companies to ensure
building operation is kept up to standards.
• Track, audit, and organize keys collected and distributed: Manage
keycard stock and request new inventory as needed.
• Review and understand the role in the building management &
WeWork provided Emergency Action Plans.
• Create incident reports as necessary, Respond appropriately and
escalate any medical emergency (injury or illness), and respond to

5
 instructions from Leadership regarding emergency situations or
security alerts.
• Keep track on OPEX, making sure the right amount of consumables
are ordered accordingly and conduct regular stock takes.

KEY SKILLS REQUIRED

• People oriented with tactful customer service skills and excellent problem-
solving abilities
• Self-motive, well organized and attentive to details.
• Mature and able to work independently under pressure
• Good interpersonal, communication and organizational skills to work with
counter partners

6
Community Associate
Job Summary

As a Community Associate, you'll be the primary point of contact for the Community
and act as the “face” of WeWork, you are integral to the elevated member
experience at your WeWork location.

The Community Associate will be an energetic influencer with a collaborative spirit

and a passion for WeWork.

Hospitality:

• Community Bar Management

o First POC of the building, welcome everyone, take enquiries, perform
required guest registration and filtering as per request from the company
o Receive and deliver parcels to the right receiver, log-in collection details
on provided system
o Reports problems, potential crisis and complaint to supervisor for service
improvement
o Answer phone call with proper manner
o Ensure FD is covered at business hours at all time, otherwise provide
clear instructions of emergency contact.
o Answer questions or refer inquirer to additional resources
o Greet members and guests with a warm and welcoming demeanour.
o Ensure all visiting guests are in accordance with WeWork's guest policy
with proper sign-in process.
o Learn the names and position of members and guests with the goal of
building relationships in order to facilitate the sense of Community
WeWork is known for.
o Anticipate member and guest needs before they arise using relevant
information collected about members to enhance and personalize their
experience.
o Keep the community bar clean and organized at all time.
o Notify members of any deliveries and couriers and arrange pick-ups.
Making sure the mailroom is tidy at all time.
o Answer any questions from members and guests related to the building
including way-finding, policies and procedures, community etiquette, etc.

Events:

• Provide feedback on programming types (based on member makeup) and

evaluate events based on attendance, satisfaction, and impact to the event
committees.
• Create and distribute promotion materials for events according to provided
guideline and template. Follow up with organisor, gotten approvals and
promote events (own and cross buildings) using posters and/or digital signage
in advance.
• Ensure building-specific operational requirements are met for each event
(elevators, extra HVAC, cleaners, etc).

7
 • Assist with set-up and breakdown of events, include ordering F&B and
necessary equipment.

Member Experience:

• Create a welcome and collaborative community environment, work on

community initiatives designed to develop connections amongst
members through member touches, day-to-day communication,
members introductions, event support. Build relationships and connect
members to create businesses values.
• Be active on the WeWork member network to engage members.
• Solve member-related issues to ensure a cohesive community.
• Conduct scheduled conversations with owned accounts to help them
maximize the value of their WeWork membership while checking in on
all members regularly to understand their ongoing experience and
share with team. Update notes on system if appropriate.
• Consistently celebrate members’ successes and milestones.
• Identify and execute opportunities to connect members with each other.
• Know and build a guidebook for the neighbourhood and identify
possible partnership opportunities.
• Write and send broadcasts relating to building updates.
• Conduct move-in meetings and New Member Orientation to ensure a
successful move in and onboarding.
• Curate new member on-boarding materials such as welcome member
notes, FAQ guides, etc to provide on move-in day.

Sales and Renewal Support:

• Conduct building tours for prospective members as needed.

• Alert appropriate contact on the Growth Team when a member notifies
of any desire to have a Growth related conversation.
• Hand-off prospective member sales to appropriate sales contacts
(walk-ins, current members, guests, etc).
• Identify key person for renewal discussion and update CM of any
movement on member company’s status that may impact on their
renewals.

Building Operations and Improvement:

• Conduct morning walkthroughs to address any issues, escalating any

recurring issues to your manager and/or relevant cross-functional
teams.
• Receive, process, sort, and organize all mail, make sure mailroom is
tidy and dangerous-free at all time.
• Ensure courier parcels have all the correct details for scheduled pick-
ups.
• Return to Sender" for unidentified mail and former member mail after
30 days of no-pick up. Investigate, escalate, and resolve 'lost'
packages.
• Know and explain WeWork policies and procedures and communicate,
inform, and update members on building issues via email, in person, or
broadcast.

8
 • Track, audit, and organize keys collected and distributed. Manage
stock and request new inventory as needed.
• Collect keys and key cards upon move-out.
• Review location and how to use each piece of Emergency Equipment.
• Ensure music levels and activations are appropriate to the daypart and
occasion.
• Review and understand the role in the building management &
WeWork provided Emergency Action Plans.
• Create incident reports as necessary, Respond appropriately and
escalate any medical emergency (injury or illness), and respond to
instructions from Leadership regarding emergency situations or
security alerts.
• Assist with building operations and maintenance, clean to ensure
highest level of member experience. Raise and follow up tickets for
maintenance
• Keep a good record of consumables, inventory ordering and stock take
• Share and follow up work status with Community Lead and Manager,
as well as facilities team.

KEY SKILLS REQUIRED

• People oriented with tactful customer service skills and good problem-solving
abilities
• Excellent organizational skills with strong attention to details
• Strong administrative skills
• Ability to handle and prioritize multiple and varied tasks, while meeting all
deadlines