Community Manager at Nairobi Garage

Nairobi Garage is a premium business hub for innovative and growing businesses. Nairobi Garage is a response to the need for lean and flexible office space solutions – where networking and community are part of the package. With central locations on Ngong Road, Westlands, Spring Valley and Karen the spaces offer all-inclusive, 24/7 services. Nairobi Garage provides well-designed coworking and private offices, event space and on-demand meeting room facilities. All our spaces are powered by fast and reliable internet. Nairobi Garage offers an invaluable network 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 business services to support their growth. Nairobi Garage is home to some amazing companies including Mdundo, Unilever, and Mastercard Foundation.

Start Date: Immediate / 1 month

Remuneration: Negotiable

Deadline: Rolling Applications

Position: Permanent

The main focus of this role is to be responsible for customer service and bringing value to our members. As a community manager you can achieve this through delivering value and benefits to our members. By having a regular interaction with members resolving their issues and offering solutions that will retain customers as their business grows

You will be expected to add value to the membership through referrals, connections networking and events. Also be creating a warm and professional member experience while building a strong and vibrant community to encourage referrals

Below is a breakdown of the focus areas:

Member Experience and Community

• Building member to member relations
• Interact with members to understand how you can create meaningful connections for them
• Maintaining and developing your space vibe
• Ensure member base is well-informed on space activities and member benefits.
• Growing of engagement and active members via our online platforms
• Promoting members to engage with community events.
• Assist marketing to facilitate info for our online magazine and newsletter content from members

Member Management 

• Conducting the onboarding process with new members seeing through completion
• Communicating rules and regulations so that members are fully aware of the restrictions in the space to set expectations.
• Managing the inventory checklist for enclosed onboarding and exiting process

Customer Service 

• Actively responding to feedback and delegating or escalating to correct person
• Conducting  Check-ins actioning feedback knowing when to escalate issues and  to push for upgrades in packages
• Managing any service space and maintenance issues affecting members seeing through completion

Selling and upselling

• Run  tours  and assists with sales process  for coworking desks
• Managing renewals and upselling t keep in line with retention targets

Preferred Experience and qualifications

• Bachelor’s degree
• Knowledge and interest in the innovation and entrepreneurship space in Kenya/Africa
• Experience running and hosting events is a plus