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Job Detail

Community Manager

Are you passionate about customer retention?

Job Overview

Category : Real Estate
Experience(s) : 2-3 Year
Location : Nairobi
Job Type: Entry Level
Job Kind : Full Time
Highest Educational Level : undergraduate Degree
Salary : Ksh

Client Overview

Our Client offers Africa’s largest and coolest workspace for new and growing businesses. They are a response to the need for non-traditional, lean and flexible office space solutions. are powered by fast and reliable internet. Their ecosystem Our client offers its members an invaluable community and a pool of Nairobi’s most high-growth and high-impact ventures. Members get access to business opportunities, networking events, workshops, marketing support as well as access to affordable legal, accounting, and coaching business services that support their growth and ease of business.

Duties and Responsibilities

  1. Adding value to the membership through referrals, connections, networking, and events
  2. Creating a warm and professional member experience
  3. Increasing customer satisfaction and retention
  4. Building a strong and vibrant community to encourage referrals.
  5. Selling, and up-selling desk space and add-on services and extra memberships.You will do this through

Member Admin

  1. Conducting the onboarding process with new members
  2. Communicating rules and regulations so that members are fully aware of the restrictions in the space
  3. Enforcing Membership policies around termination, upgrading, use of space, terms, and conditions

Community Building

  1. Building member-member relations
  2. Ensure member base is well-informed on space activities, member benefits
  3. Promoting members to engage with community events
  4. Actively seek ways to improve the member experience; maintaining the space vibe

Customer service and Retention 

  1. Member onboarding on space activities, rules and operations, and benefits
  2. Actively responding to survey feedback in cases of negative feedback
  3. Conducting quarterly check-ins – actioning feedback, knowing when to escalate issues and how to push for upgrades in packages.
  4. Managing any service, space and maintenance issues affecting members, seeing through to completion.                                                                                                                                                      

Key for this role – we’re looking for someone who is:

  1. Smart, analytical and can make good decisions when dealing with customer requests and complaints
  2. A people-person – you have to love dealing with people and have a genuine interest in helping
  3. Can talk to people from different backgrounds with ease – very good communication skills
  4. Motivated by challenges and pushes to solve problems independently.