Community Lead, L'Avenue (Montreal)

About Us

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re not just a part of that movement-we’re leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow’s world at work.

Responsable Communauté | Communauté À propos du poste

Devenez le cœur de notre communauté; appuyez les membres dans leurs projets Notre équipe Communauté n'est pas seulement une composante de l'entreprise : elle est le moteur de la réussite de nos membres. Nous nous engageons à donner à chaque membre les moyens de réaliser l'œuvre de sa vie, et à titre de Responsable de la Communauté, vous serez à la tête de cet effort. Dans ce rôle, vous veillez à ce que votre immeuble respecte nos normes mondiales d'hospitalité et d'excellence opérationnelle. Que vous souteniez une clientèle de membres diversifiés ou un client majeur, vous agirez comme un responsable fiable et digne de confiance, axé sur la satisfaction des membres, l'excellence opérationnelle et la performance des affaires. Il s'agit d'un poste en présentiel, exigeant une présence dans les immeubles 5 jours par semaine. Dans ce rôle, vos tâches comprendront notamment, sans s'y limiter, les responsabilités énumérées ci-dessous :

• Hospitalité et engagement des membres : Offrir une hospitalité de haut niveau en anticipant les besoins des membres et des invités, en proposant un accompagnement personnalisé et en assurant une expérience positive à chaque étape du parcours du membre.
• Agir à titre de principal point de résolution pour les commentaires des membres, en s'appuyant sur les données du NPS (Net Promoter Score) pour repérer les tendances, régler les situations complexes avec empathie et savoir-faire, et mettre en œuvre des améliorations proactives du service.
• Appuyer l'équipe Communauté dans la mise en œuvre d'une stratégie d'événements communautaires soigneusement conçue, favorisant le réseautage professionnel et les liens entre les membres, ce qui influence directement les indicateurs de rétention et de satisfaction des membres.
• Soutenir l'horaire du comptoir Communauté au besoin, afin d'assurer une couverture constante pendant les heures d'ouverture.
• Exploitation de l'immeuble : Agir comme responsable sur place de l'excellence opérationnelle et des normes de votre immeuble, en repérant et en mettant en œuvre des améliorations qui bonifient l'espace au quotidien.
• Assurer une résolution rapide, une communication claire et une exécution constante de toutes les demandes de service, des processus mensuels d'emménagements et de déménagements, ainsi que des bons de travail d'entretien, en collaboration avec les parties prenantes internes et externes.
• Collaborer avec notre équipe de sécurité afin d'agir comme représentant sur place pour l'ensemble des protocoles de sûreté et de sécurité, et veiller à ce que l'immeuble demeure conforme aux normes mondiales de santé et de sécurité.
• Gérer les coûts d'exploitation contrôlables de l'emplacement, tout en offrant une expérience haut de gamme à nos membres.
• Croissance des revenus et soutien aux ventes : Collaborer avec l'équipe de location pour diriger des visites à fort impact auprès des membres potentiels, en présentant des avantages adaptés à leurs besoins d'affaires particuliers afin de générer de nouveaux revenus et d'augmenter le taux d'occupation de l'immeuble.
• Contribuer à la réussite financière de l'immeuble en recherchant activement des occasions de croissance des revenus, comme la vente de services complémentaires et les mises à niveau d'abonnements.
• Collaborer avec les membres pour cerner les possibilités de renouvellement et d'expansion à l'aide d'analyses fondées sur les données.

Community Lead | Community About The Opportunity

Become the Heart of Our Community; Empowering Life's Work Our Community team isn't just a part of the business-it is the driving force behind our members' success. We are dedicated to enabling every member to create their life's work, and as a Community Lead, you will be leading that effort. In this role, you are responsible for ensuring your building meets our global standards for hospitality and operating excellence. Whether supporting a diverse member base or a key Enterprise client, you will serve as a trusted and reliable leader focused on member satisfaction, operational excellence, and business performance. This is an on-site position, with a requirement to be in the buildings 5 days per week. In this role, your work will include but not be limited to the duties listed below:

• Hospitality & Member Engagement: Deliver elevated hospitality by anticipating member and guest needs, offering personalized support, and ensuring a positive experience throughout all stages of the member journey.
• Act as the primary point of resolution for member feedback, leveraging NPS data to identify trends, solve complex escalations with empathy and accountability, and implement proactive service improvements.
• Support the Community Team in execution of a curated community event strategy that fosters professional networking and member connections, directly impacting member retention and satisfaction metrics.
• Support the Community desk schedule as needed, ensuring there is consistent coverage during business hours.
• Building Operations: Serve as the on-site Lead owning the operation excellence and standards of your building, identifying and implementing improvements that enhance the space on a daily basis.
• Ensure timely resolution, clear communication, and consistent execution on all service requests, monthly move-in/ move-out processes, and maintenance work orders, partnering with internal and external stakeholders.
• Partner with our Security team to be the on-site representative for all safety and security protocols and ensure the building remains compliant with global health and safety standards.
• Manage the location’s controllable operating costs, while delivering a premium experience for our members.
• Revenue Growth and Sales Support: Partner with the Leasing team to lead high-impact tours for prospective members, sharing benefits tailored to their unique business needs to capture new revenue and drive building occupancy.
• Drive building financial success by proactively pursuing revenue growth opportunities, such as ancillary service sales and membership upgrades.
• Collaborate with members to pinpoint renewal and expansion possibilities through the use of data-informed analytics.

About You

We’d love to hear from you if you meet the qualifications below:

• Bachelor’s Degree or equivalent experience
• Preferred 3+ years of professional experience and proven track record of success in hospitality, multi unit retail or related experience.
• A proactive problem-solver with an entrepreneurial mindset who embraces change and is committed to continuous professional growth.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Exceptional verbal and written communication skills, with a natural ability to build rapport with diverse stakeholders ranging from entrepreneurs to Enterprise executives.
• Experience utilizing data (such as Qualtrics or CRM tools like Salesforce) to inform decision-making and drive member satisfaction.
• Embraces challenges in a fast-paced environment.
• Strategic thinker and problem solver with an entrepreneurial mindset.
• Exhibit a high degree of accountability and a strong work ethic, while maintaining compassion and self-awareness in all professional interactions.

Compensation & Benefits

Base Pay: $65,000Incentive Compensation: WeWork employees are eligible to participate in an incentive plan specific to their role. Your recruiter will detail what incentive plan is applicable to this specific role. WeWork incentive plans are subject to the terms of the applicable incentive compensation plan, which will be made available to you after commencing employment. WeWork reserves the right to amend its incentive plans, and nothing in this job requisition or any other document creates a right to a specific incentive plan payment.

• 20 days of PTO
• approximately 13 paid holidays
• 80 hours of paid sick time per full calendar year
• 16 weeks paid parental leave
• competitive healthcare benefits
• 401k plan
• life and AD&D insurance

Life at WeWork

Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a community that embraces and inspires you—because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our Employee Community Groups, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated. WeWork was founded in 2010 with the vision to create environments where people and companies come together, get inspired, and do their best work. Since then, we’ve become one of the leading global flexible space providers committed to delivering technology-driven turnkey solutions, flexible spaces, and community experiences. Learn more about what we do.