Community Experience Manager

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Community Experience Manager

Department: Flex

Employment Type: Permanent - Full Time

Location: Power Road Studios

Compensation: GBP 31,000 - GBP 34,000 / year

Description

MAPP is a market leader for UK commercial property management. It manages around GBP 28 billion of business space and 5,000 occupiers for a variety of leading funds, REITs and Real Estate investors. MAPP is over 25 years old, B Corp, and in 2023 became an EOT.

At MAPP, we want to make the real estate industry a career path where everyone feels both welcome and wanted. We're proud of our progress so far, but we're constantly reevaluating how we can make sure the best people, regardless of gender, ethnicity, sexuality, nationality, background or neurodiversity, can see themselves excelling at MAPP.

Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp. We want you to learn and grow, to challenge yourself and be the best you can be. As an organisation, we are growing, and have done so for the last five years. We promote about 10% of our office-based roles in a year. We have fun together with events and opportunities to connect, grow and learn with charity days and fundraising events for our communities, as well as study days that broaden our professional horizons.

In Feb 2022, MAPP acquired RE-DEFINED to broaden the offer and resources required to scale in the fast moving Flex industry.

RE-DEFINED operates flex workspaces within a variety of clients buildings. Services range from design and build to marketing and lettings, and of course pure operations; onboarding occupiers and delivering great services to occupiers, their staff and guests.

While RE-DEFINED operates in many MAPP managed buildings, it also operates in those with other property managers in place, and as a result RE-DEFINED is growing rapidly, and we are hiring!

Title, Team and Role Summary

Title : Community Experience Manager
Team : RE-DEFINED - Power Road Studios

Who Does This Role Report Into? Regional General Manager

Role Summary / Purpose and Scope
Power Road Studios is a historic 1930s warehouse originally built by the American Singer Sewing Machine Company, once a bustling distribution hub delivering over 2,000 machines a week. Today, the space has been reimagined as a vibrant creative campus, home to a community of dynamic, forward-thinking businesses. Refurbished in collaboration with award-winning architects Barr Gazetas, Studio 1 now offers 16,000 sq ft of premium workspace that blends original heritage features with modern design. Since joining the Akoya family in 2020, the site has continued to evolve, with new enhancements including a landscaped communal courtyard and café-spaces designed to connect, unwind, and inspire.

As a Community Experience Manager for RE-DEFINED, you will take charge of an exciting location of flex space located within Power Road Studios. This is not just a traditional Community Experience Manager role - it's a unique opportunity to combine operational leadership with a strong customer-centric focus as well as barista servicing. You'll become the main point of contact for Flex Occupiers and Vendors, As well as Shareholders, ensuring smooth operations, strong relationships, and a service that exceeds expectations. As well as service coffee to the wider building and its neighbours.

In this role, you will serve as the Community Experience Manager, working closely with the Regional Manager, and other key team members. Your responsibilities will span managing daily operations, overseeing building performance, ensuring compliance, and driving customer satisfaction across all the spaces you oversee as well as managing, selling and making coffee to our members as the barista. As a Community Experience Manager, you'll be entrusted with the entire lifecycle of occupier engagement, from their initial onboarding to maintaining their satisfaction as long-term tenants.

You'll play an instrumental role in ensuring that the flex workspace and café operates efficiently and remains a vibrant, high-performing space for its occupants. This is your opportunity to make a lasting impact on the success and growth of RE-DEFINED while managing the people, spaces, and relationships that make it all possible.

Skills, Knowledge and Values

Skills (People & Technical)

• You are the Community Champion! By being an advocate for the occupiers at every step, you'll help the rest of the team keep the customer at the heart of everything we do
• Deliver exceptional customer service with a warm, friendly, and engaging attitude while crafting and serving high-quality coffee, tea, and other beverages with consistency and care
• Ensuring a warm welcome, full of your character for everyone who comes through the doors, forging relationships, remembering names, and implementing little touches that make people smile and (fleetingly) forget the pressures on them;
• Owning and embracing the welcome experience and front of house areas, driving standards to make the spaces sparkling, comfortable, welcoming, memorable and useful
• Lead the day-to-day management of the Flex space and Cafe area, ensuring that all facilities are operating at their highest standards. From cleanliness to functionality, you will ensure that everything runs smoothly and efficiently
• A friendly, welcoming and efficient running of the front of house
• A focus on occupier satisfaction
• Be confident and approachable as a leader who thrives in a fast-paced environment
• Having an understanding of buildings specification, space availability and pricing in order to give tours to prospective occupiers
• Input when reviewing processes and supporting systems
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements

Values & Behaviour

• Exhibition of MAPP Values :Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable
• Self Management including showing initiative, being proactive and meeting deadlines
• Embracing Change including Technology
• Engaging with the Big Picture
• Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally
• Achieving Results and Prioritise Work including attention to delivery to all stakeholders
• Innovative Solutions and Problem Solving
• Developing Self and Others and willing to Learn
• Interpersonal and Relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders.
• Strong written and verbal communications including report writing

Experience and Salary

Level of Experience / Certifications:At least 2+ years experience working in a similar role/ Barista Experience essential

• Confident and approachable as a leader who thrives in a fast-paced environment
• Strong communicator both written and in person
• Experience in managing daily operations, ensuring facilities run smoothly and that all compliance and safety standards are met
• Barista knowledge and experience using high end Barista equipment - essential
• Understand what it takes to manage a multi-let space or flexible workspace

Working Hours: 8am - 5pm Monday - Friday

Salary Range (Based on Experience)
GBP 31,000 - GBP 34,000 per annum, depending on experience.