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Community Manager - Engagements & Audits
Job Description & How to Apply Below
Designation:
Community Manager – Engagements & Audits
Location:
Bangalore
Employment Type:
Full-Time | On-ground at Properties + Office
Experience:
3–6 Years
Salary Budget: INR 25,000 – INR 35,000 per month
Department: Customer Experience
About the Role
Uni Liv is looking for an energetic, ownership-driven Community Manager – Engagements & Audits to lead the resident experience across our Bangalore properties.
This is a 360° role covering community engagement and events, end-to-end customer experience, NPS ownership, property and service-quality audits, and on-ground team supervision.
The ideal candidate should be equally comfortable hosting events, conducting hospitality-standard property audits, resolving escalations, monitoring the team, and analysing resident feedback.
Hospitality-Grade Audits – Key Requirement
A strong hospitality background is essential. The candidate must have hands-on experience conducting property and service-quality audits covering housekeeping, hygiene, F&B, rooms, common areas, grooming, and resident touchpoints.
Key Responsibilities
1. Community Engagement & Events
• Plan, organize, and execute community events end-to-end, including concept, budgeting, vendors, logistics, promotion, hosting, and post-event review.
• Build a vibrant resident community through activities, festivals, workshops, and social initiatives.
• Drive resident participation, retention, and referrals.
• Maintain a monthly events calendar across Bangalore properties.
• Capture photos, videos, and resident stories for marketing and brand building.
2. Property & Service Audits
• Conduct regular property and service-quality audits across housekeeping, hygiene, maintenance, F&B, common areas, rooms, reception, security, staff behaviour, and resident touchpoints.
• Ensure SOPs, checklists, grooming, and hospitality service standards are followed.
• Prepare structured audit reports with observations, ratings, risk areas, action owners, and closure timelines.
• Conduct surprise and mystery audits.
• Track audit findings and re-audit to confirm improvements.
• Maintain property quality scorecards and identify best- and bottom-performing areas.
3. Team Monitoring & Supervision
• Monitor and supervise the on-ground support team.
• Review resident interactions across calls, Whats App, email, and in-person communication.
• Track complaint TAT, closures, and resident satisfaction.
• Ensure communication standards, escalation matrix, and closure processes are followed.
• Identify performance gaps and improve service discipline.
4. End-to-End Customer Experience
• Own the complete resident journey from onboarding and move-in to daily living and exit.
• Act as the primary on-ground point of contact across Bangalore properties.
• Identify and resolve friction points in the resident experience.
• Drive resident retention, satisfaction, and positive word-of-mouth.
5. NPS, Feedback & Resident Insights
• Own and improve NPS, CSAT, and overall resident satisfaction.
• Collect, track, and analyse resident feedback through surveys, conversations, and reviews.
• Identify recurring themes and create actionable improvement plans.
• Close the feedback loop with residents.
• Report NPS trends and resident sentiment to CX and operations leadership.
6. Complaint & Escalation Management
• Ensure complaints are logged, assigned, followed up, and closed within defined TAT.
• Coordinate with maintenance, housekeeping, F&B, operations, and security teams for timely resolution.
• Personally handle sensitive, repeated, and high-priority escalations.
• Drive recovery for unhappy residents to prevent negative reviews and avoidable exits.
7. Online Reputation & Brand Experience
• Track Google reviews, social mentions, and resident sentiment across Bangalore properties.
• Encourage happy residents to share reviews and referrals.
• Coordinate resolution of genuine issues behind negative feedback and reviews.
• Represent the Uni Liv brand and culture consistently on ground.
8. Coordination, Reporting & Ownership
• Coordinate with operations, F&B, maintenance, housekeeping, and CX teams.
• Maintain trackers for events, engagement, audits, complaints, NPS, and feedback.
• Share regular…
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