Community Director

Kiln•Gilbert, AZ

About The Position

Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places, and spaces. Kiln launched in 2018 with locations in Salt Lake City and Lehi, Utah. Today, we’ve grown to 21 hubs across the Mountain West, and we’re just getting started. As a leader in the flex-office movement, Kiln is shaping the future of hybrid work in the evolving landscape of commercial real estate. Our Core Values 1: Human at the core 2: Achieve & Celebrate Together 3: Thoughtful and with Purpose 4: Always Evolving 5: Nothing short of Extraordinary 6: Scrappy & Ingenious Our Mission Our mission is to change the world within the workplace, elevating the quality of life for our members and enabling teams to build in new and creative ways. Our community lifts individuals, facilitates learning, and is creating a collective that is capable of things we cannot imagine. Role Summary: The Community Director will be the face of the Kiln brand in Gilbert. This person will lead the curation of a vibrant community, recruit and manage a top-notch team, and ensure all aspects of the Kiln site run smoothly to provide a dynamic and frictionless working environment for members. This is an exciting opportunity to play a critical role in Kiln’s successful entry into the Bend market and to help establish the brand as a market leader in the region. Goals and Objectives: Provide a world-class experience for Kiln members and guests Drive top-and bottom-line growth for the site through P&L ownership Implement practices to ensure operational excellence for the community Drive sales growth by increasing occupancy, event bookings, and member retention

Requirements

College graduate with a four-year degree (preferred, but not essential)
Customer service and sales experience required
Project management and business operations experience required
Must have strong verbal and written communication skills
Experience managing a team of more than two people
Exceptional organizational and multitasking skills
Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
Passion and understanding for entrepreneurial communities
Passion and understanding for Kiln’s mission and values

Nice To Haves

Familiarity with the Coworking and Hospitality Industry considered a plus
Cold-outreach experience a plus

Responsibilities

Develop community initiatives designed to create connections between members, including events, member introductions, electronic, and print communications
Solve member-related issues to ensure a cohesive community and manage member expectations
Oversee a robust calendar of events to ensure there is a good balance of educational, member appreciation, lead-generating, and sales-related events
Proactively gather data on members’ business goals and identify both Kiln and member services that could help members achieve their commercial objectives
Seek opportunities to engage members to discover and discuss members’ objectives, i.e., using member service requests as an opportunity to learn more about members, members’ business, and any other needs members may have
Design and implement processes, guidelines, and best practices for the community to optimize member experience
Resolve member complaints regarding other members through neutral fact investigation and process termination of membership where warranted
Explain Kiln policies and procedures to members, including but not limited to a) membership agreement, b) House Rules, and c) billing procedures.
Able to collaborate with other functions of kiln: Marketing, Operations, IT, Sales/BD
Oversee new member onboarding to ensure successful integration into the community
Maintain member lifecycle documentation and transitions (move-ins/move-outs)
Conduct exit interviews or feedback collection, member 1:1s, etc.
Own responsibility for sales and community dynamics
Responsible for the health and management of their HubSpot pipeline
Achieve quarterly financial KPIs and revenue targets by driving membership sales/occupancy, event and meeting room revenue, and controlling operating expenses
Lead tours for VIPs and guests of Kiln Members
Engage in the broader community by attending events and networking with local start-ups, established businesses, and community organizations
Manage all site operations and communicate with the operations team to ensure the highest level of member satisfaction
Make recommendations about any repairs, maintenance, or updates required on the site
Analyze tickets by area to identify and resolve issues presented, such as insufficient cleaning staff, repeated IT-related failures, and malfunctioning conference room equipment.
Produce comprehensive quality control reports that allow all stakeholders to improve the member experience
Supervise move-ins and move-outs for quality experience
Review daily reports and work with the team to finalize weekly and monthly reports that outline community and sales progress
Manage the P&L of the site and fill out all reports associated with it
Know and be able to implement member safety plans, i.e. fire and emergency plans
Manage and maintain relationships with vendors and landlords
Partner with Recruiting and Ops leadership to recruit an exceptional team to manage the day-to-day running of the site and execution of programming and events
Manage team members to reach sales goals and execute their objectives as an individual and as a team
Develop and manage weekly work plans of direct reports
Lead professional development within team, including performance reviews
Conduct weekly one-on-one meetings and weekly team meetings