Assistant Community Manager
the Hive Worldwide
- Bukit Bintang, Kuala Lumpur
- RM 3,600-4,500 per month
- Permanent
- Full-time
- 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.
- 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.
- 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
- 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
- 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 member safety plans, i.e. fire and emergency plans.
- Manage, inspire, support and guide your team to reach sales goals and execute on their objectives as an individual and a team.
- Review daily reports and work with team to finalize weekly and monthly reports that outline community and sales progress.
- Identify knowledge gaps, and train and/or arrange training with HR when necessary
- Provide learning and development opportunities and make recommendations to promote the best-performing Community Officers and/or Community Assistant Managers.
- Hold weekly team meetings to delegate, recognise achievements, encourage, and keep the team up-to-date with any process changes
- To manage the stakeholders and reconcile their respective targets, with the ultimate aim of achieving the desired yearly budgets.
- To provide the set monthly and quarterly report templates in accordance to the set success factors as outlined yearly.
- Minimum Diploma, Degree or Bachelor in sales, business development or hospitality or other related disciplines is required.
- Must have strong verbal and written communication skills and customer service
- Sales experience is a plus
- Exceptional organizational and multitasking skills
- Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
- Passion for entrepreneurial communities
- Proficient in basic computer skills
- Medical Plan
- Training and development opportunities for “hard skills” and functional competencies as well as “soft skills” and leadership competencies
- Personalised development plans and growth opportunities within the organisation
- Team activities and annual company-wide events
- Exclusive discounts at partnered restaurants, bars and gyms