Community Manager

Kiln•Bozeman, MT

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 opened its first 2 locations in 2018 in Salt Lake City and Lehi, Utah. Today we have 21 locations across Utah, Arizona, California, Colorado, Oregon and Idaho with plans of rapid expansion throughout the western United States. Kiln is pioneering the future of hybrid work within the niche of ‘flex office’ in the broader commercial real estate sector. The Community Manager will be the face of the Kiln brand in Bozeman. This person will lead the curation of a vibrant community, recruit and manage a first-rate team, and ensure all aspects of the Kiln site run seamlessly in order 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 Bozeman market and to assist the Area Manager to establish the brand as a market leader in the region. This person will need to remain flexible to changing priorities and needs as directed by the Area Manager.

Requirements

Must have strong verbal and written communication skills
Experience managing others
Exceptional organizational and multitasking skills
Customer service and sales experience required
Project management and business operations experience required
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
College graduate with a four-year degree (preferred, but not essential)
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, and 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
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.
Own responsibility for sales and community dynamics
Achieve quarterly financial KPI’s and revenue targets by driving membership sales/occupancy, event and meeting room revenue, and controlling operating expenses
Lead tours of prospective members, including 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
Create partnerships in the local community that will yield exposure, benefits for our community, and sales
Manage and maintain relationships with vendors and landlords
Manage all site operations and communicate with operations team to ensure highest level of member satisfaction
Make recommendations about any repairs, maintenance, or updates required in the site
Stand as primary point of contact for the site needs, including work with janitorial, property management, and landlord representatives
Analyze tickets by area to identify and resolve issues presented; i.e., insufficient cleaning staff, repeated IT-related failures, malfunctioning conference room equipment, etc.
Produce comprehensive quality control reports that allow all stakeholders to improve member experience
Supervise move-ins and move-outs for quality experience
Review and complete maintenance tickets daily, and work with team to communicate efficiently and professionally
Manage community expenses
Know and be able to implement member safety plans, i.e. fire and emergency plans
Partner with Recruiting and Area Manager 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 on their objectives as an individual and a team
Develop and manage weekly work plans of direct reports
Lead professional development within team, including performance reviews as outlined in company software (Bamboo HR)
Conduct consistent one-on-one meetings and weekly team meetings