Community Manager (Fitness & Wellness)

JOB DESCRIPTION

Position title: | Community Manager (Fitness & Wellness) – Core Collective

Company: | Core Collective

Reports to: | General Manager

Purpose & values

Vision

To transform Core Collective from a local fitness & wellness business into leading global fitness, wellness and lifestyle hubs that are centres of excellence and home to a diverse community of top professionals, fostering collaboration for healthier and happier lives.

We achieve our vision by:Building fitness and wellness hubs that are centers of excellence in the industry Filling our space with the best fitness and wellness professionals Providing the best platform and support services to help our professionals grow Fostering collaboration across disciplines for healthier and happier lives

Values

Our values | How you demonstrate our values

Growth and opportunity |

‘Grow, Grow, Grow’

Creating opportunities for all stakeholders

Obligation to help stakeholders become better and grow stronger

Stakeholders = Team, residents, members, community

Excellence and attention to detail |

The details matter; ensure the smallest things are right

We want 10 out of 10; 8 out of 10 is not good enough

Exceptional professionalism

Ability to achieve thoroughness and accuracy at all times

Care |

Genuine, Vulnerable, Transparent, Empathetic

Team, residents, members, community

Always thinking about and understanding other people’s needs

Beyond profits - because we want to not because we have to

Customer service excellence |

Understanding what is important to our customers

Exceptional customer service & professionalism

Going above & beyond what is necessary Over-delivering

Trust & integrity |

Have your team members' back / feeling safe

Open and effective communication

Delivering on promises / always follow through on tasks

Doing the right thing (even if you are not being watched)

Overview

The Community Manager’s purpose is to drive resident engagement, resident retention, and new resident acquisition for Core Collective. You are also responsible for facilitating cross-referrals among the community and from the community to Core Collective.

Key success measures are:

Cross Referrals/Resident Collaboration

Resident Growth and Space Utilization

Resident Satisfaction

Resident Retention Rate

Resident Engagement

Member Leads to Resident Won Sales Conversion

Members using multiple services

Key accountabilities

Key accountabilities are:

1. Develop and implement the following SOPs covering onboarding, offboarding, resident retention, resident collaboration, resident engagement and member sales

2. Community manager for all Core Collective residents, day to day main point of contact for residents

3. Proactively problem-solve any resident-related issues with the support of other teams or department heads

4. Responsible for communicating resident feedback to the appropriate teams or department heads

5. Ensure quality assurance by helping to screen new residents and conducting frequent reviews of current Core Collective residents

6. Responsible for conducting regular town halls and check-ins with Core Collective residents

7. Conduct business development meetings with Core Collective residents and provide them with business advice in order to upgrade residents

8. Foster a collaborative community and build loyalty through community initiatives such as community networking events and the Core Collective Academy

9. Implement an effective cross-referral programme that will encourage collaboration between residents (fitness and wellness), as well as encourage existing residents to refer a friend to Core Collective

10. Work with the different departments to efficiently onboard and off-board residents

11. Work with Marketing and Core Collective residents to develop campaigns to increase member engagement/sales and build collaboration amongst professionals

12. Gather success stories and testimonials from Core Collective residents

13. Work with the Customer Experience and Operations team to ensure space is well maintained and conducive for all residents

14. Conduct regular updates and management reporting to the team on KPIs and successes

Key performance indicators

KPI Individual

| KPI | Frequency

1 | Resident lead referrals from Residents to Core Collective | Monthly

2 | Member lead referrals from Resident to Resident (Fitness and Wellness) | Fortnightly

3 | Month End Churn Rate(Fitness and Wellness) | Offboarded Residents / Total Number of Residents %(Monthly)

5 | End User (Member) Leads to Resident Won Sale Conversion | Monthly

7 | Resident NPS | Monthly