Community Manager

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 & Relationships

- Own member engagement at the unit, ensuring members feel recognised, welcomed, and valued at all times.
- Act as the face of the Community team on the floor, building strong relationships through regular interaction and personalised engagement.
- Maintain accurate member profiles, preferences, and interaction notes to enable personalised experiences.
- Address member concerns with empathy and discretion; resolve issues promptly or escalate when required.
- Track and share engagement insights, feedback trends, and key member inputs with leadership teams.

2. Renewals (Unit-Level Ownership)

- Own renewal execution at the unit in coordination with the Assistant Manager – Community & Renewal.
- Participate in renewal conversations, follow-ups, and member interventions as required.
- Track renewal pipelines, ageing renewals, and at-risk members at the unit level.
- Ensure renewal hygiene, documentation, and coordination with Finance for timely closures.
- Share renewal updates, risks, and closures with Corporate Community and leadership as required.

3. New Member Onboarding (On-Ground Delivery)

- Execute the new member onboarding experience at the unit, ensuring warm introductions and smooth integration.
- Coordinate with Membership Sales for structured handovers post-sale.
- Ensure new members are oriented to the space, offerings, and community culture.
- Collect early-stage feedback and act on gaps in the onboarding experience.
- Ensure onboarding steps are completed and tracked as per defined process.

4. Club Floor & Community Operations

- Own daily Community operations on the club floor, ensuring smooth functioning and high service standards.
- Actively manage the member journey from arrival to departure.
- Coordinate closely with F&B Service, Culinary, Operations, and Facilities teams to deliver seamless hospitality.
- Identify operational gaps, log issues, and drive resolution at the unit level.
- Ensure adherence to Community SOPs and service frameworks on the floor.

5. Private Hires, Events & Reservations

- Act as the unit coordination point for private hires, member events, and reservations.
- Redirect and align enquiries with Sales and Operations teams as per defined process.
- Ensure accurate communication of event requirements and flawless on-ground execution.
- Be the primary on-site contact for members during events.

6. Team Coordination & Communication

- Lead and guide the unit Community team in daily priorities, service standards, and member handling.
- Coordinate internal communication across departments for member-related requirements.
- Share updates, challenges, and best practices with Corporate Community and leadership teams.
- Support training, process adherence, and continuous improvement initiatives at the unit level.

Skills & Experience

- 5–8 years of experience in hospitality, community management, guest services, or customer experience roles.
- Strong on-ground operational experience in premium or member-led environments.
- Excellent interpersonal and communication skills with high emotional intelligence.
- Ability to manage pressure situations calmly and professionally.
- Strong organisational skills and attention to detail.
- Flexibility to work evenings, weekends, and holidays as required.