Community Manager

Job Description

Designation: Corporate Community Manager

Department: Community

Reporting To: Assistant Director Community

Location: Mumbai or Hyderabad

Role Overview

The Corporate Community Manager supports the Assistant Director Community in leading Community operations across three units. The role focuses on member engagement governance, renewals oversight, and onboarding excellence , working closely with Unit Community Managers and Assistant Managers Community & Renewal.

This role does not replace unit ownership. Instead, it enables teams , ensures consistency, and drives outcomes through structure, follow-ups, and support.

Key Responsibilities

Member Engagement (Support & Oversight)

• Support Unit Community Managers in driving strong member engagement at each location.
• Ensure engagement standards, communication tone, and member touchpoints are consistently followed across units.
• Review member feedback and engagement inputs shared by units and guide corrective actions where required.
• Act as a support point for escalations, ensuring timely resolution in coordination with Unit teams.

Renewals (Guidance & Closure Support)

• Support and lead the Assistant Manager Community & Renewal at each unit on renewal planning and execution.
• Track renewal pipelines, ageing renewals, and at-risk members across locations.
• Guide renewal conversations, intervention strategies, and follow-ups, without owning unit-level execution.
• Work closely with Finance and Community teams to ensure renewal hygiene and timely closures.

New Member Onboarding

• Manage and standardise the onboarding process for new members across units.
• Take structured inputs from the Membership Sales team post-sale to ensure smooth handovers.
• Ensure new members are introduced, oriented, and engaged consistently across locations.
• Track onboarding completion and early-stage feedback to identify gaps.

Team Enablement & Coordination

• Support the Assistant Director Community in leading Community teams across units.
• Conduct regular check-ins with Unit Community Managers and Assistant Managers Community & Renewal.
• Share best practices, resolve bottlenecks, and ensure clarity of roles and responsibilities.
• Assist in training, coaching, and process alignment initiatives for Community teams.

Reporting & Reviews

• Consolidate engagement, onboarding, and renewal updates across locations.
• Support leadership reviews with clear data, insights, and action points.
• Ensure SOPs and Community frameworks are followed consistently across units.

Skills & Experience

• 68 years of experience in community management, hospitality, membership-led businesses, or customer experience roles.
• Experience working with or supporting multi-location teams preferred.
• Strong coordination, follow-up, and stakeholder management skills.
• High empathy, maturity, and comfort working with premium member bases.
• Ability to balance structure with people-centric judgement.