Abrar Admin

Q COLLECTIVE

<div>
 
 
 Designation:
 
 Community Manager
 
 
 
 Department:
 
 Community
 
 
 
 Reporting To:
 
 General Manager
 
 
 
 Functional Alignment:
 
 Assistant Director - Community
 
 
 
 Location:
 
 Gurgaon
 
 
 
 
 
 
 Role Overview
 
 
 
 
 
 
 The Community Manager is the primary owner of the member experience at the club. This role leads day-to-day community operations, member engagement, renewals execution, and onboarding delivery, while coordinating closely with internal teams to ensure consistent service standards across all member touchpoints.
 
 
 This is an execution-led role. While supported by Corporate Community for structure, tracking, and guidance, the Community Manager owns on-ground delivery, real-time decision-making, and outcomes at the unit.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 1. Member Engagement &amp; Relationships
 
 
 <ul>
 <li>
 Own member engagement at the unit, ensuring members feel recognised, welcomed, and valued at all times.
 </li>
 <li>
 Act as the face of the Community team on the floor, building strong relationships through regular interaction and personalised engagement.
 </li>
 <li>
 Maintain accurate member profiles, preferences, and interaction notes to enable personalised experiences.
 </li>
 <li>
 Address member concerns with empathy and discretion; resolve issues promptly or escalate when required.
 </li>
 <li>
 Track and share engagement insights, feedback trends, and key member inputs with leadership teams.
 </li>
 </ul>
 
 
 
 
 
 2. Renewals (Unit-Level Ownership)
 
 
 <ul>
 <li>
 Own renewal execution at the unit in coordination with the Assistant Manager &ndash; Community &amp; Renewal.
 </li>
 <li>
 Participate in renewal conversations, follow-ups, and member interventions as required.
 </li>
 <li>
 Track renewal pipelines, ageing renewals, and at-risk members at the unit level.
 </li>
 <li>
 Ensure renewal hygiene, documentation, and coordination with Finance for timely closures.
 </li>
 <li>
 Share renewal updates, risks, and closures with Corporate Community and leadership as required.
 </li>
 </ul>
 
 
 
 
 
 3. New Member Onboarding (On-Ground Delivery)
 
 
 <ul>
 <li>
 Execute the new member onboarding experience at the unit, ensuring warm introductions and smooth integration.
 </li>
 <li>
 Coordinate with Membership Sales for structured handovers post-sale.
 </li>
 <li>
 Ensure new members are oriented to the space, offerings, and community culture.
 </li>
 <li>
 Collect early-stage feedback and act on gaps in the onboarding experience.
 </li>
 <li>
 Ensure onboarding steps are completed and tracked as per defined process.
 </li>
 </ul>
 
 
 
 
 
 4. Club Floor &amp; Community Operations
 
 
 <ul>
 <li>
 Own daily Community operations on the club floor, ensuring smooth functioning and high service standards.
 </li>
 <li>
 Actively manage the member journey from arrival to departure.
 </li>
 <li>
 Coordinate closely with F&amp;B Service, Culinary, Operations, and Facilities teams to deliver seamless hospitality.
 </li>
 <li>
 Identify operational gaps, log issues, and drive resolution at the unit level.
 </li>
 <li>
 Ensure adherence to Community SOPs and service frameworks on the floor.
 </li>
 </ul>
 
 
 
 
 
 5. Private Hires, Events &amp; Reservations
 
 
 <ul>
 <li>
 Act as the unit coordination point for private hires, member events, and reservations.
 </li>
 <li>
 Redirect and align enquiries with Sales and Operations teams as per defined process.
 </li>
 <li>
 Ensure accurate communication of event requirements and flawless on-ground execution.
 </li>
 <li>
 Be the primary on-site contact for members during events.
 </li>
 </ul>
 
 
 
 
 
 6. Team Coordination &amp; Communication
 
 
 <ul>
 <li>
 Lead and guide the unit Community team in daily priorities, service standards, and member handling.
 </li>
 <li>
 Coordinate internal communication across departments for member-related requirements.
 </li>
 <li>
 Share updates, challenges, and best practices with Corporate Community and leadership teams.
 </li>
 <li>
 Support training, process adherence, and continuous improvement initiatives at the unit level.
 </li>
 </ul>
 
 
 
 
 
 Skills &amp; Experience
 
 
 
 
 
 <ul>
 <li>
 5&ndash;8 years of experience in hospitality, community management, guest services, or customer experience roles.
 </li>
 <li>
 Strong on-ground operational experience in premium or member-led environments.
 </li>
 <li>
 Excellent interpersonal and communication skills with high emotional intelligence.
 </li>
 <li>
 Ability to manage pressure situations calmly and professionally.
 </li>
 <li>
 Strong organisational skills and attention to detail.
 </li>
 <li>
 Flexibility to work evenings, weekends, and holidays as required.
 </li>
 </ul>
 
 
</div>

Community Manager

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Community Manager