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Head of Member Experience
WeWork
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
Location: SF or LA
Reports to:
CWeO, US & Canada West
WeWork is looking for a Head of Member Experience to lead our programming and events in the West U.S. region.
The best candidate is an all-around savvy hospitality and/or retail professional who is deeply in tune with a member/guests daily experience and has a passion for their personal and business experience at WeWork. They will enhance the member experience through hospitality initiatives, meaningful food and beverage curation, community events & activations, partnerships, lifestyle offerings, quality assurance, and service culture training and execution. The candidate has the experience and relationships necessary to create impactful programming, events, and meaningful amenities that span from the personalized needs of individual members to the business needs of an enterprise company. The person in this role will serve as a central figure in representing, communicating, driving, and delivering member experience. Reporting to the Head of Building Operations, this person is able to successfully function as a leader in an ever-changing, fast-paced environment with enthusiasm and a can-do attitude. An entrepreneurial spirit and strong work ethic is key in this position—WeWork is growing incredibly fast, allowing significant room for responsibility, development, and ongoing innovation.
Responsibilities:
• Increase retention and reduce churn by advising and supporting Community team to create programing and events to scale impact across the region by equipping the local teams to activate their communities
• Partner with learning and community teams to exceed the service experience and happiness for members by reinforcing a culture of gracious hospitality and ensuring that service culture tools (curriculum, implementation, daily execution, accountability and service recovery) are being used to create an environment built for creating and maintaining intimate relationships at scale
• Oversee the creation and execution of retail experiences across a variety of large WeWork developments -- develop specific programing mix (general look and feel), food and beverage goals, co-lead sourcing and negotiations with 3rd party operators (in coordination with the NY Brand/Member Experience team), and build pro-formas to ensure that projects deliver on financial expectations
• Maximize revenue from event spaces across the region & work with community leadership to do so in accord with positive member experience
• Partner with the Brand team to champion the desired experience for members by reinforcing a culture of gracious hospitality and ensuring that tools are being used to scale a high level of member engagement
• Source, negotiate, and secure brand partnerships that elevate member experience
• Supervise the management of all F&B Vendors across the region
• Strategize and execute region-wide initiatives, activations, and events for the region with all necessary stakeholders
• Work cross-functionally to project manage implementation of global campaigns from the central Hospitality and Brand teams
• Actively work on communicating frequent updates, improving information sharing, training, goal setting and key KPIs regarding member experience objectives, goals and progress to local and central team
• Represent the WeWork brand, mission and values and community stories in the region
Qualifications:
• Bachelor’s degree or equivalent in Hospitality Management, Customer Experience, Business Management, or related field
• 10+ years of experience in Hospitality Management
• Well versed in Food and Beverage contract negotiations, P&L management, and retail lease/Management terms
• Deep knowledge and understanding of the West business, media, technology, and cultural landscape
• Highly creative and able to formulate a unique vision and fresh new ideas for our communities and members
• A true leader; one that can inspire others to take action and be their best
• Experience presenting to executive level stakeholders to receive the necessary resources for success.
• Can adapt accordingly to changes and be flexible working with various teams outside of region
• Exceptional attention to detail and ability to organize and project manage in a successful manner
• Proven track record as a true self-starter, driving results and executing tasks independently
• A leader who works well with others and can build key relationships with a positive attitude and representation of the brand
• Excellent communication skills, both written and verbal, as well as interpersonal skills
• Excitement to join WeWork’s growing team
• Note: this position will be based in our SF location
• Do’er:
◦ You do what you love!
◦ Credibility is earned at WeWork through execution and getting things done.
◦ You are able to deliver results under the highest of expectations, on time and quality.
◦ Be ready to get hands-on with all aspects of the daily needs. The buck stops with you.
◦ Pragmatism and outcomes orientation are valued and lead to wins.
◦ Exceptional organizational and multitasking skills.
◦ Thrive in a fast-paced environment.
• Solution-centric:
◦ Have the flexibility to think outside on the "box".
◦ We don't do everything the traditional way, and are always looking to innovate and push the envelope.
◦ Ability to foresee and identify needs of the team.
◦ Takes an innovator and creator’s approach to any issues that may arises.
• Collaborator:
◦ There is no room for “I” at WeWork. Every role and individual is in the organization to serve We.
◦ Builds trust across the organization by being a good listener and inclusively soliciting input.
◦ You are open to new and innovative solutions.
◦ You must present well, and communicate clearly and effectively to upper management and internal departments.
◦ Also willing to adjust course when appropriate new ideas or objections are raised.
◦ You love working with people!
About WeWork
WeWork is the platform for creators, providing more than tens of thousands of members around the world with space, community and services that enable them to do what they love and create their life's work. Our mission is to create a world where people work to make a life, not just a living, and our own team members are central to that goal.
The WeWork team believes deeply in the power of “we” and in the movement we’re a part of. We challenge convention and achieve amazing things through dedication and collaboration. There is a contagious energy in our spaces as we work together toward accomplishing our goals.
Our hunger for building great spaces; empowering startups, freelancers, and small businesses; and connecting interesting people is far from being satisfied. We’re just getting started, and our journey gets increasingly exciting as more team members join the movement!
Below are the values that guide who we are and everything that we do.
Inspired
We do what we love and are connected to something greater than ourselves.
Entrepreneurial
We are creators, leaders and self-starters. We try new things, we challenge convention, and we’re not afraid to fail.
Authentic
We are genuine to our brand, mission and values. We’re not perfect and we don’t pretend to be. We are, though, always honest and as transparent as we can be.
Tenacious
We never settle. We get sh*t done and we get it done well. We’re persistent and knock down walls—literally if we have to.
Grateful
We are grateful for each other, our members, and to be part of this movement. We don’t take success for granted. We’re happy to be alive.
Together
We are in this together. This is a team effort. We always look out for one another. We value empathy; we know we’re all human, and know we can’t do any of this alone.