Community Manager

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

• 58 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.