Community Operations Manager

Elevator Pitch: The Company. Us. Runway East.

Did you want to grow up and work in a boring office? Us neither. At Runway East, we've been on a mission to destroy boring offices since 2014, in whatever size, shape and form they take. Since launching, we now have 9 buildings in London, Bristol and Brighton offering unique flexible office space for teams of 1 - 100 to work in, enjoying everything from dogs on demand to our famed Friday drinks trolley. 

Our team enjoys a bunch of great benefits and unrivaled perks. But more than that, they truly care about each other — and we work to support everyone’s wellbeing. We’ve recently become a B Corp and think it’s important for our team to give a damn about its impact on the planet and its people.

Runway East has a strong brand, passionate customer base and most importantly, a product members genuinely love. Post-covid the way of working has been flipped upside down, and the demand for flexibility is greater than ever. We’re ready to take full advantage of that.

Elevator Pitch: The Job. It’s a great job. We promise.

As a member of the Community team, you will play a pivotal role in delivering a high-standard Runway East product at your site. Representing our brand, you will elevate our member experience through delivering excellent customer service, offering great communication and problem solving skills, and keep building standards high with your keen eye for detail.

Whilst no two days are the same, your key responsibilities will revolve around:

• Operational excellence, troubleshooting any building or member issues and resolving them quickly. 
• Maintaining high building standards, through performing site checks, 
• ensuring that buildings are scoring high on our Member Happiness Guarantee.
• Have a thorough knowledge of Runway East policies and procedures, and implement them effectively. 
• Front desk management during the building’s set business hours (08:30-17:30) and being an on-site point of contact for members.
• Develop community initiatives to create connections between members. Use their feedback to implement ways to improve our space and community.
• Managing a Community Associate and effectively delegating tasks to ensure the smooth running of the site. 
• Maintaining Occupancy through your sales pipeline, touring prospective members, holding retention conversations with existing members and cultivating relationships both within Runway East and the surrounding ecosystem.

Even though our sites are open to members 24/7, our Community team are only expected to be onsite Monday-Friday from 08:30-17:30, including an hour lunch break.

Requirements

Who You Are: 

• Drive - you solve the operational issues of your site efficiently and aren’t afraid to get your hands dirty in the process. You’re not afraid to challenge systems to make them more effective.
• Detail - you appreciate that the small things are often the things that matter the most. You take initiative and ownership to see things through to completion. If it needs doing, you do it.  
• Resilience - you love to troubleshoot and solve problems with a positive, can do attitude. You’re eager to take on new challenges. 
• Charisma - you are engaging and love to connect with others, your self-awareness helps you intuitively and proactively solve customer challenges. You’re a problem solver who goes out of their way to help people - always
• Commerciality - not only are you comfortable with selling and negotiating, you understand that our members = our business, and you are focused on supporting their needs. You’re excited to build a customer-centric career.  
• Experience - This role would suit you if you have over 18 months of experience in service-led industries (hospitality, leisure, retail etc), and preferably some management experience.

Read ‘A Day in the Life of a Community Manager’ to learn more about the role 

We see the good in everyone. We celebrate our differences.

We keep community at our core, and we know that a community can only thrive when it is diverse and inclusive. We welcome people from all backgrounds and experiences, whatever your race, religion, status, sexuality, gender identity, age, appearance or disability. There is no set blueprint for a Runway East team member. What matters to us is your spirit. 

Benefits

What About the Money?

£28,000 - £30,000 depending on experience

Anything else?

• Time Off 🤸  31 days including bank holidays plus an extra day for every year you’re at RWE. We also give you your birthday off (because no one should work on their birthday)
• Wellbeing 🧠 Private health & dental insurance, half-price gym membership, access to Spill (which offers video therapy sessions through Slack), mental health days & a Bike2Work scheme
• Contribute 🌎 assign two workdays per year to charitable work with Matchable
• Learning & Development 📚 £150pa personal growth budget, access to Learnamp (a curated platform of learning resources), regular lunch & learns
• The Usual Suspects 👍 -  paid sick days, compassionate leave, enhanced parental leave for long-service and life insurance
• RWE outings 🎉 - we love organised (and not so organised) fun, culminating in an annual team trip (Barcelona, Alicante, Rhodes, and Vilnius to name some past trips!)

You can find out more about our values and perks here.

Fired up by what you’ve read so far? Hit apply, we want to meet you.