As a Community Executive, you play a critical role in managing customers’ experience at our lab. You will be the core point of contact for the community and act as the face of all the brands. You will provide support to the marketing operations, ensuring precise management of retail and lab space, customer bookings via digital or walk-ins, events both offsite and onsite. A need to communicate with other department functions including sales, operations, and logistics.
You will play a critical role in delivering an uncompromised customer experience and create a welcoming environment for customers and their guests through the following:
• Ensure that the lab is fully operational and processes are running retail, workshops and events efficiently
• Build a welcoming and collaborative community environment amongst our customers by fostering meaningful relationships
• Problem solve and uphold our service standards
• Drive growth and promotion of TMB-provided service offerings.
• To plan and ensure that the overall retail, workshops and events administrative needs of the team are met
• Responsible for replenishing or purchasing necessary equipment, materials and resources as required by the retail space or project
• Liaising between the vendors and the administrative office to ensure proper purchase requisitions, goods delivery and prompt payment of supplies
• To assist in supervising, training and guiding attachment/undergraduate students where required
• Manage the showroom area during the building’s business hours and be an on-site point of contact
• Greet customers and guests with a warm and welcoming demeanour
• Ensure all visiting customers and guests are in accordance with TMB’s guest policy and safety standards
• Build relationships with customers and guests – evaluate how we can build connections to facilitate the sense of community TMB can offer via any social or loyalty program
• Keep the retail and workshop area clean and organized
• Manage deliveries including mail and packaging
• Answer any inqueries from customers and guests related to the workshops and events including confirmation of booking, acknowledging any correspondences, post event/workshops mailers, way-finding, policies and procedures, community etiquette, etc.
• Respond to incoming events/workshop inquiries via direct messages, walk-ins, calls or emails
• Managing the Project Calendar on workshop/event bookings to ensure efficiency
Customer Experiences & Events
• Conduct and manage all event management operations and communicate with market support to ensure highest level of customer satisfaction
• Develop community initiatives designed to create connections between customers, including conducting retail experience, workshop experiences and upsells, overseeing events, electronic and print communications, and lab walkthroughs
• Solve customer-related issues to ensure a cohesive community and manage customer expectations
• Oversee events to ensure there is a good balance of educational, customer knowledge appreciation, and lead generating and sales-related events
• Seek opportunities to engage customers to discover and discuss members’ objectives, i.e. using loyalty program as an opportunity to learn more about member and any other needs customers may have
• Design and implement rules, guidelines and best practices for the community to optimize customer experience during workshops and events
• Recommend best practices, including but not limited to: customer management, sales, events, training, and customer experience on a company-wide level
• Exercise discretion in guiding prospective customers, including possibly gatekeeping where business may not be in the interests of company level
• Resolve customer complaints regarding our processes or experiences through neutral fact investigation and process resolutions or refunds when warranted
Customer Engagement & Retention:
• Provide feedback on programming types (based on workshops makeup) and evaluate events based on attendance, satisfaction, and impact on the appropriate event team.
• Consistently celebrate customers’ successes and milestones through personal touches or encouraging feedback via social or digital platforms
• Handle member communications including weekly workshop, event schedules and notices.
• Manage our knowledge about members by adding relevant notes into our CRM.
• Write and send broadcasts related to brand updates via E-Mail Marketing.
• Work with your Sales, Operations and Dispensary team on ensuring safety and check-in standards are met.
• Ensure all equipment, materials and resources are clean, updated, organised to ensure ready customers’ experience during retail hours, workshops and private events
• Ensure SafeEntry and SMA is complied with for anyone that walks into the lab space.
• Receive, process, sort, and organize all mail including return to senders on doorstep deliveries
• Ensure courier parcels have all the correct details for scheduled pick-ups.
• In the event of ‘lost or missing’ packages, investigate, escalate, and resolve accordingly.
• Diploma holder or equivalent.
• Customer service and/or hospitality experience a plus.
• Strong verbal and written communication skills.
• Outstanding interpersonal and multitasking skills.
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and compassion.
• Passion for helping individuals and businesses succeed.
• Passion and understanding of WeWork’s mission and values.
• Uphold a positive mindset and able to adapt to changes
• Ability to think critically and have good time management skills
• Demonstrate proactiveness
• An interest in perfumery and the fragrance industry
• Good communications skills
• Able to plan and organize in daily work activities
• Singapore/PR only need apply