Community Associate

About the Role:
The Community Associate is responsible for ensuring smooth day-to-day operations, excellent member experience and revenue performance at the center. This role acts as the primary on-site point of contact for members, guests and prospects while overseeing operational readiness, occupancy management and community engagement. The Community Associate is accountable for member satisfaction, retention and revenue targets, as well as executing events and collaborations in line with The Hive’s brand standards.

Responsibilities:

• Serve as the face of the center, creating a professional, inclusive and welcoming environment
• Build and maintain strong relationships with members, understanding their needs and business goals
• Respond promptly to member inquiries, issues or complaints and escalate as needed
• Facilitate networking and collaboration among members, promoting a sense of community
• Support member satisfaction and retention in alignment with KPIs and renewal targets.
• Take ownership of center performance including occupancy, renewals, retention and upselling
• Manage and follow up on leads received from the call center
• Conduct tours for prospective members and manage agreements/proposals according to approved templates
• Identify revenue growth opportunities and execute approved strategies, including: Organizing and promoting paid events and workshops, Leveraging internal and external networks to generate leads, Supporting cross-selling of services and spaces.
• Achieve monthly occupancy, retention and revenue targets set by the City Community Manager
• Plan, coordinate, and execute community events, workshops and social gatherings according to the Hive guidelines
• Ensure effective promotion to maximize attendance and revenue
• Oversee all event logistics, including setup, vendor management and post-event follow ups. Build and manage partnerships for sponsored or paid events
• Oversee daily operations to ensure seamless functionality of the center
• Collaborate with the Operations team to identify, manage and resolve maintenance or facility issues
• Monitor wear and tear; ensure timely reporting and resolution to minimize disruption
• Maintain cleanliness, safety, organization and compliance at the center
• Manage office supplies, inventory and basic procurement
• Report or escalate minor equipment or facility issues to Operations promptly to ensure minimal disruption to members
• Enforce access, security and operational compliance protocols.
• Assist with member onboarding including tours, orientation and initial setup
• Provide administrative and operational support to members as required
• Connect members to relevant internal or external resources, opportunities and partnerships
• Collect, track and report member feedback; recommend improvements to enhance satisfaction and retention
• The Community Associate’s performance will be measured based on: Achievement of occupancy, retention and revenue targets, Timely resolution of member issues and complaints, Execution quality of community events and engagement initiatives, Accuracy and timeliness of CRM entries, reports and operational trackers, Compliance with all SOPs, brand standards and operational guidelines

Job Type: Full-time

Work Location: In person