Community Lead – Member Experience

About the role

As a Community Lead at WeWork in Brisbane you will be the primary point of contact for members, ensuring they receive a seamless and engaging experience in the workspace. You will drive member satisfaction through proactive engagement, events, and personalized support, while upholding WeWork’s global standards.

Key responsibilities

• Conduct quarterly check‑ins with member accounts to maximize the value of their membership and gather feedback.
• Anticipate and address member and guest needs, using data from Medallia and other sources to personalize experiences.
• Respond promptly to negative feedback on conference rooms, tickets, or overall experience, following the issue‑resolution model.
• Support front‑desk coverage to ensure consistent service during business hours.
• Lead pre‑move‑in meetings, deliver new‑member orientation, and prepare onboarding materials.
• Run move‑out interviews to capture departing member insights.
• Plan, execute, and evaluate community events that reflect member interests and drive attendance.

Required profile

• Proven experience in community management, member engagement, or a customer‑facing role within a co‑working or hospitality environment.
• Strong interpersonal and communication skills with the ability to build relationships across diverse industries.
• Detail‑oriented, proactive, and comfortable handling multiple tasks in a fast‑paced setting.

Required skills

• Experience using Medallia or similar member feedback platforms.