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Alfred // digital & in-home concierge services
Los Angeles, San Francisco, San Diego, Seattle, Portland    Posted: Thursday, June 10, 2021
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Senior Manager, Community Engagement 

Job Description

Purview: Growth in enrollment & participation, leading to increased profitability

The Community Engagement Senior Manager (CESM) is responsible for driving overall building enrollment through leading a team of Community Engagement Managers to drive increased onsite resident engagement, event strategies, & community building. Further, The CESM is responsible for building & maintaining relationships based on trust with members, prospective members, & building residents, through member outreach, communication, & campaigns.  The ideal CESM is a personable relationship builder with a compelling presence & an inspirational leadership style.

Specifically, the CESM excels at:

  • Driving a team of Community Engagement Managers & Coordinators  with a collaborative, all hands on deck approach
  • Connecting with people of all types & backgrounds, forming meaningful relationships
  • Articulating the unique value of Alfred services in a positive & compelling manner
  • Balancing the strategic growth needs of the company, regarding both enrollment growth within existing buildings, & overall increased conversion to a residents first service.

Specific Responsibilities

Increase Enrollment & Conversion to First Service

  • Develop & sustain meaningful relationships that engage residents in all buildings & moves them up the ladder to fully participating serviced members
    • Identify prospective members & maintain meaningful, sustained relationships until enrolled
    • Convert prospective members to enrolled users
    • Convert enrolled users to their first service
  • Work with B2B Team to design, deliver & sustain impactful building events that strategically engage residents, enrolled users, & fully participating serviced members.
  • Design & refine effective strategies around enrollment in buildings
  • Collaborate with the Operations Team to empower Alfreds to engage with all resident when onsite in buildings & promote all community events & pop-ups
  • Identify & co-create marketing collateral designed to empower & assist building teams & Alfreds to increase enrollment 

Inspire, Manage & Develop 

  • Oversee the  efficiency & efficacy of the Community Engagement Team, ensuring successful outcomes, meeting KPIs, & building relationships with partners, residents, & members
  • Motivate & inspire the Community Engagement Team to bring out their highest level of performance, generating individual commitment over compliance
  • Function as coach to develop individual members of the team, tailoring their development to their strengths & areas of improvement, providing ongoing feedback, & ensuring they are up to date with world-class customer experience & hospitality standards
  • Anticipate future market growth & workforce changes, protecting the region from an understaffed or under-equipped team

Coordinate with Greater Team

  • Partner with the Regional Directors & Client Service Managers to ensure quick conversions to the first service, resulting in improved regional profitability through increased service delivery & member spend.
  • Collaborate on strategies to secure upsell member services in conjunction with the Regional Client Service Manager & Regional Operations Leaders.
  • Regularly connect with peers across the company to discuss best practices, innovative changes to operations, & ways to grow membership throughout all regions

Specific Requirements

  • Trustworthiness, empathy, integrity, & an aspiration for excellence
  • Self-motivation & strong innovation management skills
  • Interpersonal savvy & an ability to interact with people
  • Ability to drive business strategies across the region
  • Rapidly, reliably & sustainably launch properties across the region 
  • Strong sales skills
  • Strong written & verbal communication skills

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