Community Director

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 communications
• Solve member-related issues to ensure a cohesive community and manage member expectations
• Oversee a robust calendar of events to ensure there is a good balance of educational, member appreciation, lead-generating, and sales-related events
• Proactively gather data on members business goals and identify both Kiln and member services that could help members achieve their commercial objectives
• Seek 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 have
• Design and implement processes, guidelines, and best practices for the community to optimize member experience
• Resolve member complaints regarding other members through neutral fact investigation and process termination of membership where warranted
• Explain 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/BD
• Oversee new member onboarding to ensure successful integration into the community
• Maintain 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 dynamics
• Responsible for the health and management of their HubSpot pipeline
• Achieve quarterly financial KPIs and revenue targets by driving membership sales/occupancy, event and meeting room revenue, and controlling operating expenses
• Lead tours for VIPs and guests of Kiln Members
• Engage in the broader community by attending events and networking with local start-ups, established businesses, and community organizations

Building Management

• Manage all site operations and communicate with the operations team to ensure the highest level of member satisfaction
• Make recommendations about any repairs, maintenance, or updates required on the site
• Analyze 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 experience
• Supervise move-ins and move-outs for quality experience
• Review daily reports and work with the team to finalize weekly and monthly reports that outline community and sales progress
• Manage the P&L of the site and fill out all reports associated with it
• Know and be able to implement member safety plans, i.e. fire and emergency plans
• Manage and maintain relationships with vendors and landlords

Personnel 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 events
• Manage team members to reach sales goals and execute their objectives as an individual and as a team
• Develop and manage weekly work plans of direct reports
• Lead professional development within team, including performance reviews
• Conduct weekly one-on-one meetings and weekly team meetings

Ideal 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 required
• Familiarity with the Coworking and Hospitality Industry considered a plus
• Project management and business operations experience required
• Must have strong verbal and written communication skills
• Cold-outreach experience a plus
• Experience managing a team of more than two people
• Exceptional organizational and multitasking skills
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy
• Passion and understanding for entrepreneurial communities
• Passion and understanding for Kilns mission and values