Do you instinctively like to bring people together?

Impact Hub London is looking for a Community Manager who can make the 500+ members in our workspace feel like one big family. This is a great opportunity if you’re passionate about building communities and bringing about social and environmental change.

We have been operating in King’s Cross for 15 years, and early in 2024 will be opening a new space in the Euston area. We are therefore seeking a Community Manager for each space. You will be the face of the space – harnessing the skills and resources of not only your own team but the wider Impact Hub team, such as the Facilities Manager, Events Manager, Sales Manager and others to ensure that the members who work in your location experience seamless service and a sense of belonging from their first encounter with Impact Hub London.

You will manage a team of Community Coordinators, leading on connecting our members to one another; to the services and opportunities that Impact Hub London offers in one of our workspaces; and to our wider ecosystem of entrepreneurs, changemakers and partners locally and globally. From onboarding new joiners to running community and networking events to building relationships that help our members thrive, no two days will feel the same.

Key Responsibilities

The Community Manager will be responsible for providing a welcoming and inspiring membership experience. Specifically:

• Welcome and retention: Create a seamless onboarding experience for new members including a handover from IHL’s Sales Executive, orientation sessions and personalised introductions to existing members. Maintain a ‘member wall’ for members to introduce themselves to one another. Ensure retention of members by identifying and responding to members’ needs.
• Community building: Nurture and grow community cohesion to increase member satisfaction. Co-develop and implement creative methods of engaging and connecting Impact Hub members locally and globally, in person and through online networks, to enhance their ability to collaborate. Curate, manage and facilitate existing and new social events and workshops that inspire and connect members and support their work. Work with the Marketing team to provide inspiring and relevant content to members.
• Member capacity building: Connect members to other networks and opportunities locally and globally. Manage our online global Community Platform. Work with the programmes team to provide business support opportunities for the community such as workshops and clinics with key partners, investors and pro bono providers. Work with the
  Events Manager to ensure community needs are reflected in the events run in the space.
• Consultation and Data Gathering Undertake member town hall meetings, polls and check-ins with key customers to understand member satisfaction, collaborations, retention/churn and other engagement metrics. Lead on annual member survey dissemination and collection within your workspace. Use data to evaluate, service improvements and report to the Leadership Team and board.
• Membership administration: Keep our membership platform, Nexudus, up to date and ensure sales and services are fully updated on the system. Work closely with the Finance Manager to respond quickly to membership requests and queries and to chase non-payment of invoices. Suggest ways to update our processes.
• Service Quality and Improvement: Create, recommend and implement service improvements in your workspace. Identify workspace improvements and equipment faults to the Facilities Manager. Work with the Marketing Team to ensure prompt communication with members when issues arise.
• Line Management: Recruit, induct and provide ongoing management and support to your team of Community Coordinators who staff the workspace, whose role is to provide a warm welcome, hospitality and services to members and support the Facilities
  Manager with regular health and safety and maintenance checks, flagging items that require fixing. Ensure the space is fully staffed by organising shift patterns and covering for leave, covering yourself if no other team members are available.
• Licence Holder: Obtain or complete training to hold a personal alcohol licence and serve as the designated premises supervisor for their location, in addition to being trained in first aid, fire safety, and fulfilling the role of the anti-money laundering officer for their respective location.

Person Specification

Essential

• At least 2 years experience in a community role or in hospitality management or equivalent within a physical setting
• Exceptional in-person communication skills and empathy
• Experience in event/workshop planning
• Online communication skills, including clear written communication skill and the ability to use conference calling packages
• Knowledge of and enthusiasm for the social economy and values-driven business
• Ability to manage a complex and multifaceted workload

Desirable

• Experience of managing a team which works a shift pattern
• Knowledge of ‘Art of Hosting’ methodologies
• Experience of Nexudus Membership Platform
• Experience of Constant Contact CRM
• An understanding of operational procedures and processes
• Experience in research and data analysis
• Contacts within the social enterprise sector and awareness of opportunities for social enterprise in London

You

• Have an aptitude for connection, empathy and building business relationships
• Are a proactive self-starter with a solutions orientation
• Have a friendly and positive attitude
• Thrive in a small team with an entrepreneurial feel
• Have a motivating and consultative management style
• Have a values-driven approach to your work
• Are motivated to deliver quality and have a keen eye for detail
• Are keen to build and develop the role as suits the needs of the business

Terms and Conditions

Working hours: 

Normal working hours are 37.5 per week (excluding breaks). Occasional weekend working and flexibility may be required with time off in lieu or overtime. We are happy to consider qualified candidates interested in working flexible hours or as a job share.

Annual Leave: 

25 days per annum plus national bank holidays.

Location:

Euston office at 1 Triton Square, NW1 3BF. Given the nature of the role, which involves managing a workspace and building community in that space, we cannot offer this role on a hybrid basis.

Contract:

Permanent with a 3-month probation period.

The starting salary is £28,000 – 30,000 per annum full time depending on experience, plus pension, medical cash plan, profit share and training budget.

How to Apply

If you have the relevant experience for this role and would like to apply, please send an email to [email protected] with the subject line “Community Manager” and attach your CV and a cover letter outlining why you are suitable for the role, and how you meet the person specification. Applications without both a CV and a cover letter may not be considered.

Unfortunately, we cannot sponsor work visas. Please do not apply if you do not already have permission to work in the UK. 

We welcome candidates from diverse backgrounds. We offer a working environment that has step-free access. Feel free to reach out to us if you would like to discuss specific accessibility needs.

Deadline for applications:

Applications will close at 9 am on Friday 15th December 2023 so if you would like to maximise your opportunity to succeed, please get your application in early.

Interviews will take place on a rolling basis, starting before deadlines and we may close applications early if we receive a large number of quality applications.

Due to the level of applications expected, we regret that we may only be able to reply to successful applicants.