Community Lead

About Us

WeWork offers flexible workspaces across over 37 countries, empowering businesses of various scales to excel. As leaders in shaping the future of work, our mission is to foster a global community, supporting members to achieve their best work and turn ideas into reality.

Role Overview

In the position of Community Lead, you will play a crucial role in delivering a superior member experience at a WeWork location in Hamburg. Reporting directly to the building management, you will be tasked with meeting member needs while upholding WeWork’s global standards. Your duties include orchestrating personalized member events, facilitating member networking for business opportunities, and creating a friendly environment for members and their visitors. Depending on your assigned location, your focus may be on a diverse group of members or an Enterprise client, with variations in operational responsibilities and systems accordingly.

Key Responsibilities

• Conduct quarterly check-ins with assigned member accounts to ensure they are receiving full value from their membership, maintaining regular engagement with all members to gauge their ongoing experience.
• Proactively anticipate and meet members’ and guests’ needs using data to personalize experiences.
• Address negative feedback promptly by following up personally with members who report poor experiences regarding conference rooms or service tickets, utilizing a severity-based model for issue resolution to fully satisfy members.
• Review all member feedback through the Medallia system to identify improvement areas and proactively implement enhancements that prioritize member satisfaction.
• Support front desk staffing as necessary to maintain consistent coverage during business hours.
• Manage move-in and move-out procedures, including pre-move-in meetings, new member orientation, creation of onboarding materials, and exit interviews to assess departing members’ experiences.
• Provide insights and feedback on event programming tailored to member demographics; organize weekly social events and support larger planned events, ensuring all operational needs such as facilities and equipment are met.
• Perform daily building walkthroughs to identify and escalate issues, communicate WeWork policies and updates to members, regulate atmosphere and activations appropriate to time and occasion, and coordinate with cleaning teams to maintain standards.
• Maintain key and keycard inventories and oversee community duties in buildings lacking direct community personnel, coordinating with Sales and Account Management teams.
• Understand and participate in building emergency action plans, manage incident reports, respond to emergencies responsibly, and coordinate with leadership during security incidents.
• Assist sales efforts by guiding tours for potential members and VIPs, transferring leads to appropriate contacts, and supporting Growth team communications relating to membership changes.

Essential Qualifications and Skills

• Bachelor’s degree or comparable experience.
• Minimum two years of experience within the hospitality sector.
• Fluency in the local language along with strong cultural understanding.
• Exceptional interpersonal and networking capabilities.
• Advanced verbal and written communication proficiency.
• Excellent organizational skills with the capacity to manage multiple projects from inception to completion.
• High attention to detail, efficiency, and task management skills.
• Ability and enthusiasm to continuously foster and grow professional relationships.

Life at WeWork

At WeWork, your role is more than just a job. Here, passion drives innovation and collaboration. You'll work alongside ambitious peers, be part of a supportive and inspiring community, and contribute to a culture that values new ideas and collective success. Join our diverse team and bring your open mindset and team spirit to create extraordinary workplace experiences.