Job Description
Job Description
Salary : $60-70k w / bonus opportunity
About Kiln :
Kiln is a flex office and lifestyle brand. We deliver an exceptional experience that elevates the performance and lifestyle of our members through an ecosystem of people, products, places, and spaces.
Kiln opened its first 2 locations in 2018 in Salt Lake City and Lehi, Utah. Today we have 15 locations across Utah, Arizona, California, Colorado, Oregon, and Idaho with plans of rapid expansion throughout the western United States. Kiln is pioneering the future of hybrid work within the niche of flex office in the broader commercial real estate sector.
Our Core Values :
1 : Human at the core
2 : Achieve & Celebrate Together
3 : Thoughtful and with Purpose
4 : Always Evolving
5 : Nothing short of Extraordinary
6 : Scrappy & Ingenious
Role Summary :
The Community Director will be the face of the Kiln brand in Bend. This person will lead the curation of a vibrant community, recruit and manage a top-notch team, and ensure all aspects of the Kiln site run smoothly to provide a dynamic and frictionless working environment for members. This is an exciting opportunity to play a critical role in Kilns successful entry into the Bend market and to help establish the brand as a market leader in the region.
Goals and Objectives :
- Provide a world-class experience for Kiln members and guests
- Drive top-and bottom-line growth for the site through P&L ownership
- Implement practices to ensure operational excellence for the community
- Drive sales growth by increasing occupancy, event bookings, and member retention
Major Responsibilities :
Community Building & Management
Develop community initiatives designed to create connections between members, including events, member introductions, electronic, and print communicationsSolve member-related issues to ensure a cohesive community and manage member expectationsOversee a robust calendar of events to ensure there is a good balance of educational, member appreciation, lead-generating, and sales-related eventsProactively gather data on members business goals and identify both Kiln and member services that could help members achieve their commercial objectivesSeek opportunities to engage members to discover and discuss members objectives, i.e., using member service requests as an opportunity to learn more about members, members business, and any other needs members may haveDesign and implement processes, guidelines, and best practices for the community to optimize member experienceResolve member complaints regarding other members through neutral fact investigation and process termination of membership where warrantedExplain Kiln policies and procedures to members, including but not limited to a) membership agreement, b) House Rules, and c) billing procedures.Able to collaborate with other functions of kiln : Marketing, Operations, IT, Sales / BDOversee new member onboarding to ensure successful integration into the communityMaintain member lifecycle documentation and transitions (move-ins / move-outs)Conduct exit interviews or feedback collection, member 1 : 1s, etc.Sales and Business Development
Own responsibility for sales and community dynamicsResponsible for the health and management of their HubSpot pipelineAchieve quarterly financial KPIs and revenue targets by driving membership sales / occupancy, event and meeting room revenue, and controlling operating expensesLead tours for VIPs and guests of Kiln MembersEngage in the broader community by attending events and networking with local start-ups, established businesses, and community organizationsBuilding Management
Manage all site operations and communicate with the operations team to ensure the highest level of member satisfactionMake recommendations about any repairs, maintenance, or updates required on the siteAnalyze tickets by area to identify and resolve issues presented, such as insufficient cleaning staff, repeated IT-related failures, and malfunctioning conference room equipment.Produce comprehensive quality control reports that allow all stakeholders to improve the member experienceSupervise move-ins and move-outs for quality experienceReview daily reports and work with the team to finalize weekly and monthly reports that outline community and sales progressManage the P&L of the site and fill out all reports associated with itKnow and be able to implement member safety plans, i.e. fire and emergency plansManage and maintain relationships with vendors and landlordsPersonnel Management
Partner with Recruiting and Ops leadership to recruit an exceptional team to manage the day-to-day running of the site and execution of programming and eventsManage team members to reach sales goals and execute their objectives as an individual and as a teamDevelop and manage weekly work plans of direct reportsLead professional development within team, including performance reviewsConduct weekly one-on-one meetings and weekly team meetingsIdeal Experience and Skills :
The ideal candidate will be an energetic, people-oriented professional with experience in hospitality (e.g., boutique hotel management), restaurants, and / or retail. Qualifications should include :
College graduate with a four-year degree (preferred, but not essential)Customer service and sales experience requiredFamiliarity with the Coworking and Hospitality Industry considered a plusProject management and business operations experience requiredMust have strong verbal and written communication skillsCold-outreach experience a plusExperience managing a team of more than two peopleExceptional organizational and multitasking skillsDemonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathyPassion and understanding for entrepreneurial communitiesPassion and understanding for Kilns mission and values