Community Manager

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Community Manager

Department: Flex

Employment Type: Full Time

Location: Ed City (Site)

Compensation: GBP 30,000 - GBP 38,000 / 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.

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 Manager
Team : RE-DEFINED - London

Who Does This Role Report Into? London Portfolio Manager

Role Summary / Purpose and ScopeRE-DEFINED's rapidly growing portfolio requires a Community Manager!

The face of RE-DEFINED, this front of house role gives the Centre it's personality and puts life and soul into everyday occupation for our guests, while also assisting the Portfolio Manager in all aspects of service delivery and site performance.

This person should have at least 2 years on the ground operational experience be it within a flexible workspace (i.e. co-working centre), multi-let business space or wider hospitality.

The key responsibilities are; occupier satisfaction and on-boarding, day to day supplier relationships, as well as assisting with sales performance and ensuring our space is safe and compliant.

Being highly personable and friendly, the ideal candidate listens to our occupiers, and will also be able to spot opportunities to enhance services, and occupier satisfaction.

This role will work closely with, and report to the Portfolio Manager, as well as the wider RE-DEFINED and MAPP team

Skills, Knowledge and Values

Skills (People & Technical)

• You are the Centre 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
• It's all about the people in the Centre. You need to forge friendly but trusting relationships with them. Seek opportunities to engage with occupiers and get a true understanding.
• 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
• Being house proud and thinking about what can be improved
• Regularly reviewing all building amenities and engaging with occupiers through meetings and surveys to identify changes in requirements.
• Your are self-motivated, diligent, enthusiastic and approachable
• A friendly, welcoming and efficient running of the front of house
• A focus on occupier satisfaction
• Implementation of events schedule (local leaders, networking, drinks, morning meditation etc)
• Having an understanding of buildings specification, space availability and pricing in order to give tours to perspective occupiers from time-to-time
• 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 on the ground operational experience within a multi let/hospitality/membership experience

Working Hours: 9am - 5.30pm Monday - Friday

Salary Range (Based on Experience)
GBP 30,000 - GBP 38,000 per annum, depending on experience.