Community/Member Experience Manager

Los Angeles, California • Community • Full-time • salary
Apply for this job

Starcity is a lifestyle brand which provides beautifully designed co-living communities in major cities, and we're on track to welcome thousands (and one day millions) of customers to our communities over the coming years. We have awesome backers including Y Combinator, and Bullpen Capital and have been featured in notable publications like The New York Times, Business Insider, San Francisco Chronicle, Silicon Valley Magazine, TechCrunch and many more.

Our mission is to make great cities accessible to everyone. We do that by building beautifully designed coliving homes —a unique new affordable where you can live with great people in the city you love. We’re a tech-enabled company that places a high value on experimentation and excellent craftsmanship.   This Member Experience Manager role is vital to our Community Team (the team that interfaces with all members living at our Starcity properties) and you will be the first point of contact for our members across multiple communities. You will also welcome new members to their respective communities, manage internal community relations, reduce any member friction points). Someone with prior experience as a customer centric position who is interested in a high growth hospitality career type track would be a great fit. Though this path could go many directions as we are a fast moving startup with lots of areas of opportunity.   You will be supported and joined in the trenches with Starcity co-workers who come from some of best customer centric brands out there - Standard Hotels, WeWork, Fairmont, Equinox, Hilton and more. This role will out of our Venice Headquarters and reports directly to the Community Director of Experience.

Important detail: Living in West LA is a must (commute-wise) as is also being flexible to work some evening and weekend shifts as needed (and for the most part pre-planned). And if evening or weekend work is required, we are happy to give time off the following week to compensate.  

Responsibilities:
  • Meet and welcome all new members as they finish their tour process and move in to their respective communities
  • Onboard each new member at their respective community to ensure they know all property, event, brand, and community details
  • Develop member to member relationships in their greater co-living environments to ensure each member has a great experience in their new living arrangement
  • Develop relationships with members and proactively gather information on their desires to identify opportunities that could make their home life exceptional
  • Identify and execute unique opportunities to connect members with each other 
  • Ensure all member interactions are logged into company wide CRM platform
  • Promote positive NPS scores by consistently engaging with members and finding fun and creative ways ways to improve the member living experience
  • Manage member complaints and mediate member to member friction points that can come from co-living
  • Handle all member interactions with the highest level of hospitality and professionalism, ensuring we are always managing expectations and staying true to our brand values 
  • Ensure all member interactions are logged into company wide CRM platform
  • Respond to all member-related emails/communication in a timely manner
  • Put together content in cooperation with Community Team and send out monthly newsletters for all communities
Education, Skills, & Experience:
  • Bachelor's degree in hospitality, communications, public relations, marketing, or related field
  • 2-4 years of experience working in a hospitality related profession
  • Knowledge of Google Calendar and Google Suite platforms
  • A high level of integrity, perseverance and humility
  • A passion for community and “Member-first” customer service
  • Excellent project organization and time management
  • Passionate, self-starting, intelligent, dedicated, efficient

For consideration, please submit a resume that reflects your hospitality related experience. We hope to have the right candidate join us in December 2018, but are flexible for the right candidate.

Logistics:

The position is a full-time, salaried role with medical, dental and vision benefits. The position is based at our Los Angeles HQ in Venice, CA but you will be expected to spend most of your time on-site at our Marina del Rey Community or Venice Beach Community.

Working on weekends and evenings may be required. Starcity is an equal opportunity housing provider and employer, and acts in these capacities without regard to race, color, religion, sex, national origin, age, or disability.

Apply for this job