We are hiring! Community Manager with Nairobi Garage

We are hiring! Community Manager with Nairobi Garage

Want to work with Nairobi Garage, the largest and coolest workspace in Africa?

We are expanding our presence in Nairobi with our fourth location coming up soon. Therefore looking to hire a Community Manager to work with the Nairobi Garage team in one of our locations.

Customer service and providing solutions to our members is key to this role. This is primarily achieved through ensuring the value and benefits members of the Garage are very clear and members can take advantage of them. Regularly interacting with members, resolving issues for them and offering ways for them to remain, loyal customers, as their business grows.

Reporting to: 

The General Manager, who oversees the Nairobi Garage space.

Working hours // Monday-Friday: 8:30am – 5:30pm

About Nairobi Garage

Nairobi Garage is Africa’s largest and coolest workspace for new and growing businesses. We are a response to the need for non-traditional, lean and flexible office space solutions. We know how much businesses and individuals thrive in a community setting.

With central locations on Ngong Road, Karen and the Westlands area, our locations are open 24/7 and provide an innovative and vibrant space for our diverse groups of SMEs, startups, entrepreneurs and independent professionals.

Nairobi Garage provides well-designed coworking and enclosed offices, event space and on-demand meeting room facilities equipped with projectors, TVs, whiteboards and video conferencing. All our spaces are powered by fast and reliable internet.

Our ecosystem offers its members an invaluable community and a pool of Nairobi’s most high-growth and high-impact ventures. Members get access to business opportunities, networking events, workshops, marketing support as well as access to affordable legal, accounting, and coaching business services that support their growth and ease of business.

Important attributes 

• Key for this role – we’re looking for someone who is:
• Smart, analytical and can make good decisions when dealing with customer requests and complaints
• A people-person – you have to love dealing with people and have a genuine interest in helping
• Can talk to people from different backgrounds with ease – very good communication skills
• Motivated by challenges and pushes to solve problems independently

Task List 

The overall goal is:

• Adding value to the membership through referrals, connections, networking, and events
• Creating a warm and professional member experience
• Increasing customer satisfaction and retention
• Building a strong and vibrant community to encourage referrals.
• Selling, and up-selling desk space and add-on services and extra memberships.

You will do this through:

Member Admin

• Conducting the onboarding process with new members
• Communicating rules and regulations so that members are fully aware of the restrictions in the space
• Enforcing Membership policies around termination, upgrading, use of space, terms, and conditions

Community Building

• Building member-member relations
• Ensure member base is well-informed on space activities, member benefits
• Promoting members to engage with community events
• Actively seek ways to improve the member experience; maintaining the space vibe

Customer service and Retention 

• Member onboarding on space activities, rules and operations, and benefits
• Actively responding to survey feedback in cases of negative feedback
• Conducting quarterly check-ins – actioning feedback, knowing when to escalate issues and how to push for upgrades in packages.
• Managing any service, space and maintenance issues affecting members, seeing through to completion

Please send your CV – in email form, to team@nairobigarage.com with an email introducing yourself. You can include a link to your Linkedin page, if you have one.

Deadline: 20th October 2019  (We may begin interviews earlier that the deadline, so if you’re able to, please send your application sooner)

Start date: December / Jan 2019