Community Manager

Community Manager
Group Company: 91 Springboard Business Hub Private Limited
Designation: Community Manager (DES20)
Office Location:
Position description:
PURPOSE:
Responsible for the routine activities and operations for the assigned members of the Hub
with key focus on maximizing customer satisfaction while upholding the Service Brand. Act
as first point of Contact for all member requirements, concerns, servicing and billing.
Influence member retention and expansion by member customer delight through various
touch-points. Key person to deliver on ground member experience and facilitate allied
activities like facilitate customization activities, onboarding or offboarding of members,
member engagement activities.
KEY STAKEHOLDER NETWORK (Internal and external):
Internal: Facilities Team, Finance, Legal, Marketing, Sales, Community
Team, Set-up, Technology Infrastructure
External: Member Customers (Can be 91S team based out of Hub too), Walk-in leads,
Vendors (Events/Facilities)
MINIMUM REQUIREMENTS (Requirements to fit into this role):
Education Guidelines: Bachelor's Degree in Hotel, Hospitality or Events Management
Experience Guidelines: 0-2 Years preferably in a B2C Service Oriented organization
Knowledge & Skills:
A. Technical
● Financial Acumen (Basic Revenue/GST compliance/Collections/Invoicing etc.)
● Event Management
● Customer Relationship Management
● IT Infrastructure Basics
B. Behavioral
● Customer Orientation
● Collaboration
● Stakeholder Management
● Problem Solving
● Organizing & Planning
● Communication Skills (Interpersonal Relationship)
AREAS OF RESPONSIBILITY:
A. Strategic & Planning Responsibilities
● Plan events calendar in collaboration with Community Team and identify events in
various categories (Learning/Unwinds/Awareness etc.).

● Conduct activities in line with the events calendar, encourage participation and
measure feedback from members.
● Maintain healthy relationships with the members and identify any churn risks or
expansion opportunities proactively.
● Create awareness about the shared resources available in the Company and foster the
culture of working in a shared space.
● Execute core activities pertaining to enhancing NPS & measuring customer
satisfaction levels on all service offerings & amenities.
● Track the NPS scores from their respective PoCs & provide inputs to respective
stakeholder basis assessment results to improve on key metrics for assigned Hub.
● Formulate plans to seamlessly conduct onboarding activities, hub-tours, and meet
operational & tactical requirements of hubs in line with the SOPs/Service Brand
guidelines.
● Follow the Onboarding process as per the laid down SOPs to provide a delightful
member experience.
B. Financial & Control Responsibilities
● Accountable for maintaining contract agreements, timely invoicing of the members &
collection of payments on products & services offered for all members in the assigned
hub.
● Outline and share audit agreements, invoicing reports, quarterly event calendar &
execution of monthly event/ activity, conduct gap analysis and suggest corrective
actions or highlight red flags if any to concerned stakeholders.
C. Functional Responsibilities
● Responsible for overall compliance in standards and execution as directed by Finance
& Legal teams w.r.t contracts management & implementation for assigned hub.
● Directly accountable for exceptional hub tours for all walk-ins and on-boarding for all
members for the assigned Hub.
● Execute initiatives & methodologies to drive operational excellence for assigned hub
to manage working capital & derive cost efficiencies while managing optimum
quality standards as directed by immediate supervisors.
● Responsible for delivery of products & services for all members as per agreement for
respective hubs.
● Lead operations & delivery of events for assigned hub as directed by Community
teams.
● Execute all learning programs & workshops as directed by community team for the
assigned Hub.
D. People Responsibilities
● Develop self capabilities to manage complex member relationships, understand
business context.
● Ensure adequate training of self to manage customers & stakeholders in line with the
service brand guidelines.
Primary Responsibilities:

● Community Management
Required Skills:
Required abilities
● Other: