Senior Community Executive

3 days ago

Singapore CORE COLLECTIVE PTE. LTD. Full time
Roles & Responsibilities

Senior Community Executive

Senior Community Executive is responsible for managing residents and assisting them on their growth plans.

Who we are:

Since our launch in 2018, Core Collective has propelled the professional growth of hundreds of fitness and wellness practitioners and business owners by providing a convenient and cost-effective plug-and-play solution at our three centres of excellence at Anson, Dempsey, and Katong.

Our purpose is to help our residents grow their businesses through comprehensive business support services and outstanding customer experience for their clients at every touchpoint. We expertly manage the mundane but necessary tasks so that our residents can focus on their passions - With us, they are not just renting space; they're partnering for success.

Who are our residents:

In Core Collective lingo, our customers are called Residents. Personal Trainers, Chiropractors, Pilates instructors, physiotherapists, etc., are a few examples of our residents who comprise the community of health and wellness professionals.

Who you are:

Our Senior Community Executive supports and advises our residents in areas to grow their business, works closely with residents to uncover their business needs and how Core Collective can help.

Acting as a consultant, account manager, and product expert, our Senior Community Executive will be continually focused on helping our residents to improve their business in turn ensuring increased usage of Core Collective products and achieving assigned resident revenue goals.

What You'll Be Doing:

  • As part of the Community team, you will be supporting the Resident Success team with onboarding of new residents signed by the Business Development team
  • Managing existing residents by finding ways to increase their residency hours
  • Involve in the offboarding process for exiting residents and the renewing process of residents who renew their residency
  • Be the main point of contact for all residents, which includes;
    • Problem-solving for any incidents that may arise,
    • Gathering testimonials from residents for our success stories campaigns,
    • Conducting weekly, monthly and/or quarterly reviews (check-ins and NPS),
    • Lead and encourage Residents on Community event participation,
    • Lastly, but not limiting, reviewing and executing action plans based on feedback and suggestions sent by Residents
  • Upsell and cross sell Core Collective products to meet revenue targets
  • Foster a collaborative community and build customer loyalty through community initiatives such as networking events, town-halls and cross-referrals
  • Work with the Customer Experience and Operations team to ensure space is well maintained and conducive for all residents
  • Update the team with weekly Account Management metrics
  • Maintain complete and accurate resident documentation in the IDD customer billing system including contract and renewal dates, resident rental rates, insurance, professional certs etc.
  • Build their resources, availability, service types, pricing etc and train new residents on the MBO booking system.
  • Achieve resident lifetime value per assigned resident and limit churn for your assigned book of business
  • Engage and build customer loyalty while retaining residents and customers on Core Collective's platform
  • Consistently managing the % NPS scores by executing and maintaining strong community effort

What you'll bring to the table:

  • 2+ years of relevant work experience in customer-facing customer success, account management or strategic consulting roles
  • Problem-solving mindset, and loves initiating new ideas
  • Self-motivated, proactive team player with innovative ideas to inspire higher usage
  • Strong interpersonal skills and experience building strong relationships.
  • Proven track record of highly-professional customer service in a fast paced, dynamic environment able to find opportunities to upsell and cross sell
  • Diplomacy, tact, and poise under pressure when working through customer issues.

What's in it for you:

  • Core Collective values its employees and invests in their growth and development. You will have access to ongoing training and professional development opportunities, as well as opportunities to work on challenging and meaningful projects that contribute to the company's success.
  • We also offer a dynamic and inclusive work environment where everyone's contributions are valued and where we make decisions based on our core values and what we believe to be best for our team and our customers.
  • Joining our company means joining a team passionate about making a difference and creating an impact. If you share our values and are driven, creative, and committed to your personal and professional growth, you will find a home at Core Collective.

Our Vision

To become the Singapore Airlines of the fitness and wellness industry.

In line with our parent company Aurum and Woh Hup Group, our shared vision is to Build sustainable businesses that positively impact lives across generations (i.e. Do Well Do Good).

We achieve our vision by:

  1. Building fitness and wellness hubs that are centres of excellence in the industry
  2. Filling our space with the best fitness and wellness professionals
  3. Providing the best platform and support services to help our professionals grow
  4. Fostering collaboration across disciplines for healthier and happier lives

Our Core Values

Benevolence

  • Show genuine care and compassion for our team, customers, community, company
  • Do things because we care and not because we have to
  • Proactiveness to help others (team-mates/stakeholders)

Excellence

  • Consistently producing work that wows / impresses / delights your teammates and customers
  • Going above and beyond everything that we do
  • Continuous Improvement
  • Exceptional professionalism

Ownership

  • Treat it like your own business
  • Owning up to your mistakes and actively solving the mistakes
  • Deliver on your promises to your teammates and stakeholders
  • Do what needs to get done

Integrity

  • Always doing the right thing
  • Keeping to our word
  • Having each other's back
  • Open and effective 2-way communication (both good and bad)
  • Treat others fairly with mutual respect

Agility

  • Actively seek learning and able to adapt to new situations
  • Able to work with people from various backgrounds, cultures and seniority
Tell employers what skills you have

Account Management
Open Innovation
Producing
Preventive Maintenance
Strategic Consulting
Customer Experience
Customerfacing
Interpersonal Skills
Customer Loyalty
Fitness
Customer Success
Networking
Pressure
Diplomacy
Scouting
Facilities Management

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