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Community Director

Company: Kiln
Location: Lehi
Posted on: November 20, 2022

Job Description:

About Kiln:Kiln is a flex -office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places and spaces.Kiln opened its first 2 locations in 2018 in Salt Lake City and Lehi Utah. Today we have 7 locations across Utah, Colorado and Idaho with plans of rapid expansion throughout the U.S. Kiln is pioneering the future of hybrid work within the niche of 'flex - office' in the broader commercial real estate sector.Our Core Values:1: Human at the core2: Achieve & Celebrate Together3: Thoughtful and with Purpose4: Always Evolving5: Nothing short of Extraordinary6: Scrappy & IngeniousRole Summary:A Community Director is focused on accelerating growth within the Kiln Community by leading the onsite Community Management team.Goals and Objectives:

  • Creation of a collaborative environment amongst our members through events and personal introductions
  • Ensuring that the building is fully operational, and processes are run efficiently and effectively
  • Achieve quarterly financial KPI's and revenue targets by driving sales/occupancy and controlling operating expenses
  • Driving growth and promotion of Kiln-provided service offerings
  • Maintaining company standards and expectations
  • Managing building and member-experience KPI's set by Executive and Management Team(s) Major Responsibilities:Community Management
    • Manage all building operations and communicate with operations team to ensure highest level of member satisfaction
    • Develop community initiatives designed to create connections between members, including member introductions, overseeing events, electronic and print communications, and building walkthroughs
    • Solve member-related issues to ensure a cohesive community and manage member expectations
    • Meet with members to resolve issues, process member terminations and other issues of complexity
    • Oversee events to ensure there is a good balance of educational, member appreciation, and lead generating and sales-related events and to review for adequate procedural safeguards for the protection of members and company assets
    • Proactively gather data on members' business goals and identify both Kiln and member services that could help members achieve their commercial objectives
    • Seek opportunities to engage members to discover and discuss members' objectives; i.e., using member service request as an opportunity to learn more about member, member's business and any other needs member may have
    • Design and implement rules, guidelines and best practices for the community to optimize member experience
    • Recommend best practices, including but not limited to: community management, sales, events, training, and member experience on a company-wide level
    • Exercise discretion in guiding prospective members, including possible gatekeeping where a business or member may not be in the interests of the broader community
    • Resolve member complaints regarding other members through neutral fact investigation and process termination of membership where warranted
    • Explain Kiln policies and procedures to members, including but not limited to a) membership agreement, b) House Rules and c) billing procedures. Business Development
      • Take responsibility for sales and community dynamics
      • Conduct tours when necessary
      • Lead tours for VIPs and guests of Kiln Members
      • Engage in the broader communities by attending events and networking with local start-ups and organizations
      • Manage and maintain relationships with vendors and landlords Building Management
        • Make recommendations about any repairs, maintenance, or updates required in your building
        • Analyze tickets by area to identify and resolve issues presented; i.e., insufficient cleaning staff, repeated IT-related failures, malfunctioning conference room equipment, etc.
        • Set priorities using ticket data and clearly communicate adjustments to team
        • Produce comprehensive quality control reports that allow all stakeholders to improve member experience
        • Review all member documentation to ensure the data is updated and accurate
        • Supervise move-ins and move-outs for quality experience
        • Review daily reports and work with team to finalize weekly and monthly reports that outline community and sales progress
        • Manage community expenses
        • Know and be able to implement member safety plans, i.e. fire and emergency plans Personnel Management
          • Manage team members to reach sales goals and execute on their objectives as an individual and a team
          • Develop and manage weekly work plans of direct reports
          • Lead professional development within team
          • Conduct weekly one-on-one meetings and weekly team meetings
          • Oversee and keep team up to date with process changes
          • Oversee team including performance management reviews Ideal Experience and Skills:
            • College graduate with a four-year degree (preferred, but not essential)
            • Customer service and sales experience required
            • Familiarity with the Coworking and Hospitality Industry considered a plus
            • Project management and business operations experience required
            • Must have strong verbal and written communication skills
            • Cold-outreach experience a plus
            • Experience managing a team of more than two people
            • Exceptional organizational and multitasking skills
            • Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
            • Passion and understanding for entrepreneurial communities
            • Passion and understanding for Kiln's mission and values
              • Dental insurance
              • Health insurance
              • Paid time off
              • Vision insurance

Keywords: Kiln, Lehi , Community Director, Executive , Lehi, Utah

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