Summary of the Community Lead job at TECHSPACE GROUP LIMITED

Your mission

Community Lead | Techspace Kreuzberg, Berlin | Salary €35,000 per annum

Description 
For our Berlin Kreuzberg location we are looking for a full time Community Lead. You are genuinely motivated by making a difference in people’s working life and understand how you can influence the experience in a hospitality environment. A hospitality background is preferred but not essential, providing you feel you embody the points below. You will receive plenty of incredible opportunities for growth, learning and development. We want Techspace and this role to be the starting point for a career within Hospitality & Operations where we will give you the tools, support and pathway to success in this industry.

Role specifics 
As a Community Lead, you will have cross functional responsibilities in order to offer multi-faceted support for our members while supporting the General Manager and the wider community team in the operations of the buildings. 

• Deliver a 5* Service - Support the GM by taking ownership of the day to day running of your respective building. Bring a critical mindset to looking at our service delivery, so we can continually improve our offering and deliver a service that accelerates the growth of our members within agreed budgets.
• Vendor Management – Create and nurture relationships with 3rd party cleaning, facilities & security operatives that will allow all parties to unite in serving our members.
• Subject Matter Expert – Have an excellent knowledge of Techspace policies and mission in order to accurately inform & direct members and use your own judgement to answer bespoke queries.
• Consistent Auditing – Carry out daily building audits to ensure we are always delivering a 5* building experience that serves our member’s needs and growth stories. Proactively seek out & resolve any recurring issues. Maintain back of house storage spaces and keep a clear inventory of all stock.
• Support & Service Recovery – Take ownership over solving building help desk requests and ensure they are resolved inline within our SLAs or escalated when required following the model for issue resolution. Have a good knowledge of our technology, operations and product and help with troubleshooting problems and ensure solutions fully meet the member’s needs. Resolve any building or member issues and follow up in person with all members who’ve had a negative experience with Techspace.
• Safety & Security – Understand the Emergency Action Plans for your location. Ensure the safety of yourself, your team and your members and respond calmly and swiftly to any emergency (fire, medical, security), and respond to directions from your manager in emergency situations.
• Event Support – Facilitate the hosting of beneficial and diverse community event programming, evaluate those events based on attendee feedback, and pass your findings back to the event team.
• Community Builder – Always be seeking ways to create meaningful and mutually beneficial connections between members and the wider Techspace community, so they can accelerate their businesses.
• Support front desk coverage as needed, and ensure there is consistent coverage.

Growth

• Growth Consultants – Schedule and lead monthly conversations with decision makers within your assigned accounts to help them maximise the value of their Techspace membership. Take on feedback to tailor their Techspace experience, anticipate future needs and requirements and mitigate churn.
• Sale Collaboration & Renewals – Keep the Sales team informed of sales related outcomes to your Account Management meetings (eg. move-out requests, extensions, transfers, etc.). 
• Business Owner Attitude – Take ownership over actively seeking out ways to positively impact our revenue streams. Have a good understanding of your inventory and demand. Know how different Techspace products will benefit our members and identify opportunities for up/cross–selling. Understand the tour process and how the team can influence tour conversion rates within the building.
• Lead move-ins and move-outs – Ensure the onboarding/offboarding procedure provides a bespoke experience and is executed to a high standard by conducting pre-move-in meetings with all new accounts.
• Understanding of Billing Cycle – Keep an overview of how this process will impact your accounts e.g accounts receivables, invoice modification and outstanding payments.

People

• Team Resource - Serve as a trusted point of contact for colleagues needing advice or assistance with member escalations. You enjoy helping others learn and seamlessly step in to cover key operational tasks when the General Manager is away.
• Stakeholder Management – Build lasting and supportive relationships with internal stakeholders to create the best possible experience in your building.
  

Your profile

Must haves..
Bilingual Fluency - Native or full professional fluency in both German and English, with the ability to communicate effortlessly across written and spoken channels.
Keen & Eager - You are a self motivator, who is always looking to push themselves and those around them. No job is too big or too small and you are happy to give anything a go.
Friendly - You are a natural people person. That does not mean you are always the loudest and most extroverted, but people gravitate towards you and feel comfortable in your presence.
Caring - In a role where you are so central to the community, a real sense of empathy and care is essential. You consider how your words and actions impact those around you and want to go the extra mile to make people feel looked after.
Strong Listener - Actively listening to members is a vital skill for this role. Listening with intention, delving deeper and turning feedback into solutions will help you create a bespoke and human experience for our members.

Why us?

Our Values
Here are the values we care most about. Not only are they behaviours that best represent our team culture, but this also extends to new members and partners we intend to work alongside. 

• We Are Open - we create environments that support openness and honesty. We listen to each other, challenge, support, and always assume positive intent. 
• We Care - we care deeply about our fellow Techspacers, about serving our members and about our impact on the world. 
• We Move At Thoughtful Pace - we have a bias for action and being decisive. We trust each other to take risks and we learn from our mistakes. 
• We Strive to Improve - we are ambitious, stretching ourselves to innovate and always do better. 
• We Seek Balance - we choose fun and fairness, and support each other to find our balance.