Member Experience Manager - Frankfurt

Member Experience Manager

Über das Unternehmen:

Industrious ist der führende Premium-Anbieter von Flexible Workspace und bietet einige der am besten bewerteten Arbeitsorte der Branche. Unser Antrieb ist es, für Teams jeder Größe und in jeder Entwicklungsphase großartige Arbeitserlebnisse zu schaffen - und das gilt ebenso für unser eigenes Team.

Wir sind überzeugt, dass herausragende Arbeitsbedingungen durch die Menschen entstehen, mit denen man zusammenarbeitet, und durch die Herausforderungen, die man gemeinsam meistert. Deshalb suchen wir Kolleginnen und Kollegen, die gerne über den Tellerrand hinausdenken und in einem wirklich kollaborativen Umfeld aufblühen.

Bei Industrious fördern wir neue Ideen, unterstützen uns gegenseitig und feiern gemeinsame Erfolge. Wir freuen uns darauf, die Arbeitsumgebungen von Menschen nachhaltig zu verbessern - und hoffen, dass du Teil dieser Mission werden.

Erfüllte Arbeitstage entstehen, wenn Menschen am Arbeitsplatz sie selbst sein können. Vielfalt in Herkunft, Perspektiven und Ideen ist für unseren Erfolg entscheidend – sowohl bei der Gestaltung herausragender Arbeitsplatz-Erlebnisse für unsere Mitglieder als auch im täglichen Miteinander. Industrious setzt sich für ein inklusives und respektvolles Umfeld ein, das Individualität wertschätzt und Raum für unterschiedliche Persönlichkeiten bietet. Bei uns zählt, wer Du bist und was Du einbringst. Wir feiern unsere Mitarbeitenden als einzigartige Persönlichkeiten, die gemeinsam als Team Außergewöhnliches erreichen können.

Um mehr zu erfahren, besuchen Sie www.industriousoffice.com/careers.

Über die Rolle:

Unsere Member Experience Manager sind zentrale Ansprechpartner, Problemlöser, Impulsgeber und Gestalter eines herausragenden Member-Erlebnisses. Du bist die vertraute Verbindungsperson für unsere Mitglieder und die Persönlichkeit, die jeder kennt. In der Leitung deines Standortes setzt du deinen ausgeprägten Geschäftssinn ein, um Prozesse zu koordinieren, Kommunikation klar zu steuern und einen reibungslosen Betrieb sicherzustellen.

Du begegnest Entscheidungsträgern auf Augenhöhe und scheust dich nicht, Fragen zu stellen, wenn Informationen fehlen. Du verbindest dich aktiv mit dem lokalen Geschäftsumfeld. Du repräsentierst Industrious selbstbewusst in deinem Markt und identifizierst potenzielle Mitglieder, denen du ein außergewöhnliches Arbeitserlebnis ermöglichen möchtest. Durch deine echte Neugier und deinen beratenden Ansatz verstehst Du die Bedürfnisse von Menschen und findest passende Lösungen. Du planst inspirierende Events und schätzt die anspruchsvolle Arbeit hinter den Kulissen, die solche Momente möglich macht. Vor allem aber: Du unterstützt andere mit Freude und Überzeugung.

Industrious hilft Unternehmen jeder Größe dabei, ein Arbeitsumfeld zu finden, in dem du dein volles Potenzial entfalten können. Unser Team definiert Produktivität neu – durch ein modernes, menschenzentriertes Arbeitserlebnis.

Wir sind Industrious.

Exzellenz ist keine Selbstverständlichkeit. Wir erreichen sie nur mit einem Team von Menschen, die umsichtig handeln, unkonventionell denken und neue Wege nicht scheuen. Wenn du Teil dieser Mission werden möchten, freuen wir uns darauf, dich kennenzulernen.

Du weißt, dass du erfolgreich sein wirst, wenn:

• Du erkennst die wichtigsten Bedürfnisse von Unternehmen treffsicher und begleitest sie souverän als zuverlässige Partnerin oder zuverlässiger Partner zu wirksamen Lösungen.
• Du weißt, was deine Community liebt, und stellst Programme zusammen, die du genießen und auf die du stolz bist (du postest sogar auf Instagram darüber!)

Du passt hervorragend zu dieser Rolle, wenn:

• Keine Mitgliederanfrage zu groß oder zu klein ist für dich
• Du schöpfst Energie aus der Zusammenarbeit mit Menschen und agierst als starke Teamplayerin bzw. starker Teamplayer.
• Deine ausgeprägte Liebe zum Detail wird von Ihrem Umfeld geschätzt und macht sich in der Qualität Ihrer Arbeit bemerkbar.
• Du verfügst über eine hohe Resilienz und wissen, dass Weiterentwicklung durch das Meistern anspruchsvoller und unvorhersehbarer Situationen entsteht.
• Du bist flexibel und pragmatisch: Du packst an, wenn es nötig ist, und behältst zugleich das große Ganze im Blick.

Als Member Experience Manager bist du verantwortlich für das Member-Erlebnis in deinem Gebäude. Du stellst außerdem sicher, dass wir die Bedürfnisse unserer Mitglieder erfüllen und die globalen Industrious-Standards und -Ziele in Bezug auf die Member-Zufriedenheit erreichen.

Mitgliederbindung & Engagement:

• Pflege wichtiger Kundenbeziehungen- übernimm die Betreuung von Eskalationen und sorge für eine hohe Mitgliederzufriedenheit, einschließlich der Überwachung und Verbesserung des NPS.

Gebäudebetrieb und -management:

• Sorge für operative Exzellenz, indem du Qualitätsstandards sicherstellst, SLAs einhältst, OPEX überwachst und Eskalationen mit dem Gebäude, Vermieter oder Dienstleistern löst.
• Unterstütze übergreifende Anforderungen im Gebäude, indem du bei Bedarf Community-Aufgaben übernimmst und mit Sales, Account Management und anderen internen Teams koordinierst.

Teamführung:

• Führe und unterstütze die Gebäudeteams, indem du ein starkes Onboarding sicherstellst, ihnen die benötigten Tools zur Verfügung stellst und eine ausgewogene Präsenz über mehrere Standorte hinweg sicherstellst.
• Coache und entwickle Teammitglieder durch wöchentliche 1:1-Gespräche, persönliche Entwicklungspläne, Leistungsanerkennung und Wachstumschancen.
• Verfolge die Leistung kontinuierlich und führe regelmäßige Reviews durch.

Budgetplanung & Kostenkontrolle:

• Unterstütze die Erstellung monatlicher, vierteljährlicher und jährlicher Budgets und überprüfe regelmäßig die finanzielle Leistung des Gebäudes, um Bereiche für effizientere Ausgaben und operative Verbesserungen zu identifizieren.

About the Company:

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience.

Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.

To learn more, visit www.industriousoffice.com/careers.

About the Role:

• You know you will be successful when:

• You accurately recognize the key needs of companies and confidently guide them to effective solutions as a reliable partner.
• You know what your community loves and put together programs that you enjoy and are proud of (you even post about it on Instagram!)

You are a great fit for this role if:

• No member request is too big or too small for you.
• You draw energy from working with people and act as a strong team player.
• Your pronounced love for detail is appreciated by those around you and is noticeable in the quality of your work.
• You have high resilience and know that development comes from mastering demanding and unpredictable situations.
• You are flexible and pragmatic: You lend a hand when necessary while keeping the big picture in mind.

As a Member Experience Manager, you are responsible for the member experience in your building. You also ensure that we meet the needs of our members and achieve the global Industrious standards and goals for member satisfaction.

Member Retention & Engagement:

• Cultivate important client relationships - take on the management of escalations and ensure high member satisfaction, including monitoring and improving NPS.

Building Operations and Management:

• Ensure operational excellence by securing quality standards, adhering to SLAs, monitoring OPEX, and resolving escalations with the building, landlord, or service providers.
• Support overarching requirements in the building by taking on community tasks when needed and coordinating with Sales, Account Management, and other internal teams.

Team Leadership:

• Lead and support the building teams by ensuring strong onboarding, providing them with the necessary tools, and ensuring a balanced presence across multiple locations.
• Coach and develop team members through weekly 1:1 meetings, personal development plans, performance recognition, and growth opportunities.
• Continuously track performance and conduct regular reviews.

Budget Planning & Cost Control:

Support the creation of monthly, quarterly, and annual budgets and regularly review the building's financial performance to identify areas for more efficient spending and operational improvements.

Member Experience Manager

About the Company:

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience.

Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.

To learn more, visit www.industriousoffice.com/careers.

About the Role:

Our Member Experience Managers are the go-to problem solvers, momentum drivers, and experience creators for our members. You’re the connector and the person everyone knows. As the manager of your own location you rely heavily on your business sense to organize all the details and communications to ensure a smooth operation. You can hold your own when speaking with a CEO because anything you don’t know, you’re comfortable asking. Your drive makes you excited to connect with the broader business community. You’re proud to represent Industrious in your local market and actively identify potential members so that you can deliver them an exceptional day at work. Your genuine curiosity makes you successful at our consultative sales approach by uncovering and solving people’s needs. You pull together the most remarkable events and love the hard work it takes behind the scenes to make it happen. You love to help.

Industrious helps companies of all sizes find their office home so that they can do their best work. Our team is rewriting the book on productivity by creating a new workplace experience.

We are Industrious.

Extraordinary is no ordinary achievement. We’ll only make this dream happen with a team of considerate collaborators who don’t think inside the box. In fact, we don’t even see one. Come join our team.

You know you’re successful if:

• You can confidently identify companies' most important needs, enjoy being their tour guide, and deliver impactful solutions to them
• You know what your community loves and pull together programming that they enjoy and are proud of (they even instagram about it!)

You’re a great fit for this role as:

• No member request is too big or too small for you to handle
• You’re energised by people and work well in a team
• Your attention to detail is something people comment on
• You’re resilient. You know growth only comes from embracing challenging and unpredictable days
• You’re willing to get your hands dirty one minute and think big picture the next

Find more English Speaking Jobs in Germany on Arbeitnow

You know you will be successful when:
You accurately recognize the key needs of companies and confidently guide them to effective solutions as a reliable partner.
You know what your community loves and put together programs that you enjoy and are proud of (you even post about it on Instagram!)
No member request is too big or too small for you.
You draw energy from working with people and act as a strong team player.
Your pronounced love for detail is appreciated by those around you and is noticeable in the quality of your work.
You have high resilience and know that development comes from mastering demanding and unpredictable situations.
You are flexible and pragmatic: You lend a hand when necessary while keeping the big picture in mind.
As a Member Experience Manager, you are responsible for the member experience in your building. You also ensure that we meet the needs of our members and achieve the global Industrious standards and goals for member satisfaction.
Cultivate important client relationships - take on the management of escalations and ensure high member satisfaction, including monitoring and improving NPS.
Ensure operational excellence by securing quality standards, adhering to SLAs, monitoring OPEX, and resolving escalations with the building, landlord, or service providers.
Support overarching requirements in the building by taking on community tasks when needed and coordinating with Sales, Account Management, and other internal teams.
Lead and support the building teams by ensuring strong onboarding, providing them with the necessary tools, and ensuring a balanced presence across multiple locations.
Coach and develop team members through weekly 1:1 meetings, personal development plans, performance recognition, and growth opportunities.
Continuously track performance and conduct regular reviews.
Support the creation of monthly, quarterly, and annual budgets and regularly review the building's financial performance to identify areas for more efficient spending and operational improvements.
Our Member Experience Managers are the go-to problem solvers, momentum drivers, and experience creators for our members. You’re the connector and the person everyone knows. As the manager of your own location you rely heavily on your business sense to organize all the details and communications to ensure a smooth operation. You can hold your own when speaking with a CEO because anything you don’t know, you’re comfortable asking. Your drive makes you excited to connect with the broader business community. You’re proud to represent Industrious in your local market and actively identify potential members so that you can deliver them an exceptional day at work. Your genuine curiosity makes you successful at our consultative sales approach by uncovering and solving people’s needs. You pull together the most remarkable events and love the hard work it takes behind the scenes to make it happen. You love to help.
Industrious helps companies of all sizes find their office home so that they can do their best work. Our team is rewriting the book on productivity by creating a new workplace experience.
We are Industrious.
Extraordinary is no ordinary achievement. We’ll only make this dream happen with a team of considerate collaborators who don’t think inside the box. In fact, we don’t even see one. Come join our team.
You can confidently identify companies' most important needs, enjoy being their tour guide, and deliver impactful solutions to them
You know what your community loves and pull together programming that they enjoy and are proud of (they even instagram about it!)
No member request is too big or too small for you to handle
You’re energised by people and work well in a team
Your attention to detail is something people comment on
You’re resilient. You know growth only comes from embracing challenging and unpredictable days
You’re willing to get your hands dirty one minute and think big picture the next
Find more English Speaking Jobs in Germany on Arbeitnow