Member Retentions Lead, Space Services


WeWork, London United Kingdom

Make a life, not just a living.

The Member Retention Lead is responsible for creating a referral-rich environment for WeWork Space Services throughout the WeWork market territories that the Community Managers (CMs) and Account Managers (AMs) cover.  The Member Retention Lead will establish and maintain strong relationships with all of the WeWork Community Managers and Account Managers in their designated territory in order to identify the best timing for opportunities where a WeWork Member is ready to exit (churn) into traditional office space.

As a Member Retention Lead, you will work with the community leaders to identify potential members who are looking to exit a WeWork co-working office space and hand them off to Space Services.  Space Services will then work to find the member office space to better match their needs. You will work with the Head of Space Services to establish your goals and objectives in achieving this important function.  

Duties and Responsibilities:

  • Establish relationships with each Community Manager (CM) and Account Manager (AM) the territory that you work in.

  • Conduct weekly ‘check-in’ meetings with the Community Manager and Account Managers

  • Attend monthly CM & AM team meetings.

  • Continually provide training / education opportunities about the WWSS Value Proposition

  • Work closely with CMs/AMs to identify opportunities where WeWork Members are considering exiting to traditional office space.

  • Work with the team management to execute an annual plan.

  • Develop status reports and keep opportunities current in the WWSS Salesforce system.

  • Promote and communicate the existing referral program offered to Community Managers to maintain participation and engagement

  • Liaison with key people in WWSS to further mature any opportunities generated in the early stages of a potential exit opportunity.

  • Work with the DO to review and forecast future exit opportunities.

  • Work under deadlines, that you are part of developing to ensure success for our division.

  • Be the primary point of contact for any IT related support and questions that are encountered.

  • Create and prepare various monthly, quarterly, and annual reports for management’s review as needed.

Competencies/Experience Needed:

  • A bachelor’s degree

  • 3-5 years of experience in operations / relationship management

  • Ability to both work collaboratively across functions and independently

  • Demonstrated ability to prioritize and manage critical situations

  • Proactive and reliable; driven to achieve team goals

  • Willingness to take on new challenges, responsibilities, and assignments

  • A desire to work within a diverse, collaborative, and driven professional environment

  • High level of personal credibility and team-partner success mentality environment

  • Proficiency with Excel, Salesforce.com, Microsoft Office, Adobe Creative Suite, InDesign and presentation software.

About WeWork

In just 8 years, WeWork has grown into a global community, transforming people's workplaces into beautiful, inspiring environments. And that commitment to building the best workplaces in the world extends to their own employees. WeWork is driven by their mission: Create Your Life's Work. 

And that mission is paying off. WeWork's real estate portfolio covers more than 14 million square feet; they have more than 220,000 members and 234 locations (and counting).

If you're ready to change people's lives, take a look at the wide variety of roles they're hiring for.  

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