Community Lead – Member Experience

About the role

As a Community Lead at WeWork, you will be the primary driver of an elevated member experience at our Melbourne location. You will work directly on‑site, building relationships with members, curating events, and ensuring that every interaction reflects WeWork’s global standards.

Key responsibilities

• Conduct quarterly check‑ins with owned accounts to maximize membership value.
• Anticipate and address member and guest needs proactively, using data from Medallia and other feedback tools.
• Handle issue resolution following the severity scale and ensure solutions meet member expectations.
• Lead pre‑move‑in meetings, new member orientations, and create onboarding materials.
• Conduct move‑out interviews to capture insights for continuous improvement.
• Support front‑desk coverage and assist the Sales team with VIP tours and hand‑offs.
• Provide feedback on programming and evaluate events based on member demographics.

Required profile

• Strong interpersonal and communication skills with a passion for community building.
• Ability to analyze feedback data and implement proactive improvements.
• Detail‑oriented, organized, and comfortable managing multiple member touchpoints.

Required skills

• Experience using member feedback platforms such as Medallia.

What we offer

• Dynamic, collaborative environment within a global leader in flexible workspaces.
• Opportunities for professional growth and development.
• Access to WeWork’s extensive network of members and events.