Community Experience Manager
We are looking for an outgoing, organized individual to be the primary point of contact for existing and potential community members at our West Raleigh location. The ideal candidate takes pride in establishing and maintaining our vibrant community, offers excellent hospitality and filters all work through the lens of an incredible member experience.
Commitment to Doing Good
As a certified B Corporation, we donate 2% of our revenue to support nonprofits in our community, incentivize community involvement by providing paid time off for volunteerism, commit to your professional growth, and enhance the local economy by working almost exclusively with local vendors for all B2B needs. You can view all of our commitments, as well as mission, vision and values here.
We are a values based company, and embodying the “heart” of our company is vital to the success of our culture and team. It is our goal to provide a positive work environment for all employees. Our commitment is to build a healthy, sustainable, and engaging working environment for all employees.
The ideal candidate has:
A genuine LOVE of people and strives to ensure each person that walks through the door is going to have a consistently positive experience
A natural tendency towards abundant hospitality
An outgoing and independent personality, an innate initiator of relationships and builder of community
Intuitively notices and initiates ways to enhance the ambiance of the campus
Deep attention to detail and process oriented
Thrives in a fast-paced environment
A positive, “get it done” attitude
An intuitive ability to calmly and quickly problem-solve while being proactive
A desire and ability to provide an excellent customer experience and collaborate with others
A true “team player” mindset
Sales aptitude with the ability to creatively source leads and close deals
A knack for organization, time management, and prioritizing tasks
Excellent communication skills with high emotional intelligence
Job Description:
Community Experience Managers at The Loading Dock are responsible for meeting or exceeding revenue targets. They serve as the main point person over a particular campus. Their primary goal is to maintain a flawless facility, obtain and retain members by building relationships and forming a welcoming environment with members of the LD community and beyond, as well as manage a team of Community Assistants / Ambassadors.
Core Responsibilities:
Meet or Exceed Campus Revenue Goals: Conduct frequent business analysis to optimize key results, nurture & close leads.
Member Retention: Increase overall member retention through impactful onboarding and member engagement.
Cultivate Community: Ensure each guest is welcomed and connected to The Loading Dock ecosystem, creating a meaningful Member Experience.
Core Competencies:
Hospitable: Interpersonal skills, be a connector, make guests & members feel welcome. Proactively anticipate and meet member needs.
Tenacious: Be persistent in the pursuit of operational excellence, sales, & relationship building. Organized and systematic to ensure no detail goes unattended to. .
Problem Solver: Be able to provide solutions, pivot and adapt as challenges arise.
Core Success Metrics:
Meet or exceed revenue goals
Meet or exceed member retention goals
Cultivate a net promoter score of 8+ for campus members
Maintain a quick response rate for all customer inquiries
Below is an overview of roles & responsibilities for a Community Experience Manager
Member Retention: Ensuring member engagement and satisfaction
Proactively connect members to one another for B2B opportunities and networking
Maintain strong relationships with members—listen to their ideas, provide support, and create new initiatives to better support and encourage members in their work
Plan, organize, and host at least two community events per month to encourage a fun, collaborative environment (Member Happy Hours, etc.). with brand and event consistency
Coordinate with Director of Community to maintain 90% occupancy in coworking, office suites and co-warehousing by using local strategy
Strategically reduce churn and grow membership base by developing creative campaigns, events, etc.
Work collaboratively with the Director of Community to close deals & generate new leads
Member Support: Quickly addressing any needs or concerns
Troubleshoot any facility, equipment or supply issues that impact members
Conduct tours and provide information to prospective new members
Conduct new member onboarding and introductions to other community members
Host onsite events for additional revenue
Work swiftly with Facility Manager to fix any operational / technological issues
Administrative Tasks: Natural ability to manage time, provide timely responses, and keep organized systems.
Greet members/visitors, answer phones, accept packages, sort mail, etc.
Manage campus inventory and procurement for special events
Utilize online coworking system to manage the space and membership details
Complete all membership agreements and office suite agreements for new members
Prepare membership reports and manage a community budget
Build a team by training and onboarding new Ambassadors and Community Assistants to successfully cover front desk responsibilities
Coordinate with events team regarding all outside events including rentals at night or on the weekends
Facilities / Campus Operations: Ensure the campus is fully operational and looks great each day!
Keep the campus looking good by tidying up, emptying the dishwasher, stocking the kitchen and resetting coworking and co-warehousing areas several times a day
Manage the facility on a daily basis, including opening and closing of the building, making coffee, program setup and teardown, etc.
Proactively manage all weekly and monthly maintenance rhythms
Proactively manage all inventory, technology, equipment, and other amenities for a smooth member experience
Collaborate with Facility Manager to streamline facility maintenance
Hours: Full-Time (40-50 hrs/week), Monday through Friday, occasionally on call nights and weekends
Work Location: 3915 Beryl Rd, Raleigh NC 27607
Anticipated Salary Range: $55,000 - $60,000 + bonus opportunities, commensurate with experience
To apply:
Please email your resume to hiring@theloadingdock.com
Your email subject line should be formatted as:
Community Experience Manager – First Name, Last Name
Cover letters are too formal for our taste. In the body of your email, just tell us about yourself – what you are passionate about, what you studied in school, your current job, why you are interested in this job, or anything else you think we should know.
The Loading Dock is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
