Community Manager (Brussels, Belgium)

Clockwise•Brussels, IL

8d•Onsite

About The Position

Clockwise offer flexible workspace and meeting rooms that are as personal as they are professional, in key locations across the UK and mainland Europe. Clockwise Brussels, located at Arts 44 on Avenue des Arts, is a modern and sophisticated office space designed to meet the needs of businesses seeking full-time office solutions in the heart of the Belgian capital. This prestigious building is strategically situated in a vibrant district, surrounded by cultural landmarks, corporate headquarters, and convenient transport links, making it an ideal location for professionals and organizations looking to establish a strong presence in Brussels. We are looking for a community manager to lead the day-to-day success of one of our locations. The remit of community manager carries responsibility for the performance of the location as defined by measures including our “balanced scorecard” – the framework that defines commercial, member experience and compliance goals for each location. Spanning a broad remit, Clockwise community managers take the lead on delivering commercial performance, overall member experience and organising their team through effective delegation and cross training ensuring day to day operations are delivered to standard. Overseeing all aspects of your location’s performance this is a hands-on role, demanding a people centric values driven approach. We believe that great performance is made possible by practicing our values every day in each our roles. Our community managers are here to facilitate and enable this work in themselves and others.

Requirements

Customer service, event coordination.
Office hours, Monday to Friday with occasional work on evenings for events

Nice To Haves

Hospitality and/or flex space experience is advantageous

Responsibilities

Deliver, with your team and wider stakeholders (including sales), the location’s balanced scorecard objectives.
Manage a proactive, empowering and safe workplace for our colleagues and members through your leadership and values adoption as measured through the colleague survey and review process and member experience feedback channels.
Cultivate relationships with your members that convert to engagement within your building community, referrals and NPS and support rate and retention conversations.
Play an active role in fostering business community relationships to promote Clockwise, build awareness and brand reputation and drive referrals.
Build partnership/values driven relationships with our third-party service providers to maintain service level agreement (SLA) standards.
Ownership of P&L, delivering budgeted profit.
Conduct tours and support the sales process where required, working collaboratively with the Sales Team to meet/exceed occupancy targets.
Deliver budgeted revenue targets across all ancillary revenue products, meeting rooms, events-ect.
In collaboration with the Regional Sales Manager/sales team, own the member renewal process, maximising retention, protecting target desk rates and identifying expansion opportunities.
Manage costs/expenditure in line with budget and drive efficiencies.
Provide, as defined by reporting schedules, accurate weekly, monthly and quarterly reporting to company colleagues.
Attend industry relevant networking events that support member retention and build relationships with your local community.
Identify potential partnerships within your local community to further promote Clockwise and build brand awareness.
Cascade information on performance and more general company updates to your team, connect colleagues to balance score card through objectives and personal performance goals.
Work in collaboration with the accounts receivable (AR/finance) team to deliver accurate billing and debt management process.
Manage, in line with company standards, the evaluation routines applicable to your team including objective setting and review process.
Deliver, with your team, the Clockwise standard of member experience and value proposition to improve retention and member loyalty/advocacy.
Lead by example, embedding Clockwise values and creating a positive, accountable and high-performing team culture.
Plan and communicate rota cover for business as usual and member events.
Ensure time in lieu is captured and managed through the established company process and manage controls of time and attendance.
Establish a regular routine of contact with your members, delegating to your team where appropriate to ensure all members receive timely contact to discuss future plans and overall member experience.
Capture notes on HubSpot/share insights with your sales colleagues.
Capture, report/resolve and escalate where appropriate all member issues/feedback using established tools and processes.
Ensure compliance via your team.
Oversee delivery of the community events calendar to enhance member engagement, reviewing and reporting on performance and uptake in line with SOP.
Build and maintain relationships with local businesses and organisations to support both your member and local communities.
Manage recruitment process for your own location hires and support the process (as required) for other locations.
Document/deliver ongoing personal development goals for your team via Notion, ensure all performance, conduct or behaviour issues are managed swifty using the correct channels.
Ensure required learning (as defined by people team) is completed within agreed time frames by you and your location colleagues.
Manage the team in line with the Clockwise staff handbook and associated policies and labour laws.
Manage relationships with building suppliers/third parties in a professional and collaborative manner, maximising the value in both commercial and service to Clockwise.
Read/understand and apply SLAs to ensure compliance to maintain the required service standards.
Use defined escalation processes.
Ensure Clockwise nominated suppliers are used where possible, and their performance is managed in line with agreed service levels.
Manage all location colleague (including your own) expense requests and approvals in line with the company policy.
Oversee health & safety policy adherence/compliance within the location as directed including use of risk assessments, escalation of issues and completion of routine and ad hoc checks to always maintain required standards.
Ensure compliant use of company systems from yourself and the team, work to address/resolve any reported issues to ensure standards are met and maintained across the team.