Community Manager - Gurugram - Q COLLECTIVE

    Q COLLECTIVE
    Q COLLECTIVE Gurugram

    1 week ago

    Description

    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.

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