Assistant Community Manager
Who we are:
Since our launch in 2018, Core Collective has propelled the professional growth of hundreds of fitness and wellness practitioners and business owners by providing a convenient and cost-effective plug-and-play solution at our three centres of excellence at Anson, Dempsey, and Katong.
Our purpose is to help our residents grow their businesses through comprehensive business support services and outstanding customer experience for their clients at every touchpoint. We expertly manage the mundane but necessary tasks so that our residents can focus on their passions - With us, they are not just renting space; they’re partnering for success.
Who are residents :
In Core Collective lingo, our customers are called Residents. Personal Trainers, Chiropractors, Pilate instructors, Physiotherapists, etc. are a few examples of our residents who make up the community of health and wellness professionals.
Your impact:
As our Assistant Community Manager, you will lead the design and implementation of retention strategies to drive residents’ loyalty and retention. You play a vital role in the growth and success of our residents, and act as a crucial link between the community and Core Collective. By gathering feedback, observing trends, and understanding the needs and preferences of our residents, you contribute to the continuous improvement of our community initiatives, thereby enhancing overall satisfaction and loyalty.
If you're passionate about community building, and you're ready to make a meaningful impact, we'd love to hear from you! Your team’s motto is "If our residents are successful, Core Collective will be successful."
What You’ll Be Doing:
Resident Satisfaction & Retention
- Continuously evaluate and refine new and existing residents’ life cycles to achieve resident lifetime value and reduce churn rate
- Constantly monitoring and analyzing the NPS to identify problem areas and opportunities for improvement
- Collaborating with relevant departments by providing effective feedback and implementation to optimise resident experience
Resident Growth
- Develop upsell strategies for Core Collective products at multiple outlets
- Initiate and organise community initiatives to increase customer loyalty and foster a collaborative community
Team Management & Administration
- Responsible for hiring and training the community team
- Regular check-ins with the community team to ensure their performance is on track and achieve set KPIs
- Creation, implementation, and continuous improvement of the Standard Operating Processes (SOP) to achieve the Success Metrics
Who You Are:
- At least 3+ years of relevant experience in customer success or account management roles.
- Have been in a supervisory or managerial role with experience leading a team for at least 3+ years.
- To be successful, you should possess strong interpersonal relationship-building skills, leadership, prioritisation and communication skills.
- You have a natural tendency to be curious, positive and creative.
- You have a 360 view of business and can consider the implications to the resident’s experience holistically should there be any changes to the business needs.
- Ability to work collaboratively in a cross-functional team
- Have an aptitude to anticipate any changes
- Strong multitasking skills and high level of attention to detail, with the ability to work well under pressure in a fast-paced environment.
- Demonstrates high level strategic mindset and adopts a forward-looking approach
- Excellent stakeholder engagement and communication skills
- You have an intermediate to advanced command of both written and spoken English language to manage difficult and escalated customer experience situations effectively.
What’s in it for you:
- Core Collective values its employees and invests in their growth and development. You will have access to ongoing training and professional development opportunities, as well as opportunities to work on challenging and meaningful projects that contribute to the company's success.
- We also offer a dynamic and inclusive work environment, where everyone's contributions are valued and where we make decisions based on our core values and what we believe to be best for our team and our customers.
- Joining our company means joining a team that is passionate about making a difference and creating impact. If you share our values and are driven, creative, and committed to your personal and professional growth, you will find a home at Core Collective.
Our Vision
To become the Singapore Airlines of the fitness and wellness industry.
In line with our parent company Aurum and Woh Hup Group, our shared vision is to Build sustainable businesses that positively impact lives across generations (i.e. Do Well Do Good).
We achieve our vision by:
- Building fitness and wellness hubs that are centres of excellence in the industry
- Filling our space with the best fitness and wellness professionals
- Providing the best platform and support services to help our professionals grow
- Fostering collaboration across disciplines for healthier and happier lives
Our values
Benevolence (from the Heart)
- Show genuine care and compassion for our team, customers, community, company
- Do things because we care and not because we have to
- Proactiveness to help others (team-mates/stakeholders)
Excellence
- Consistently producing work that wows / impresses / delights your teammates and customers
- Going above and beyond everything that we do
- Continuous Improvement
- Exceptional professionalism
Ownership
- Treat it like your own business
- Owning up to your mistakes and actively solving the mistakes
- Deliver on your promises to your teammates and stakeholders
- Do what needs to get done
Integrity
- Always doing the right thing
- Keeping to our word
- Having each other’s back
- Open and effective 2-way communication (both good and bad)
- Treat others fairly with mutual respect
Agility
- Actively seek learning and able to adapt to new situations
- Able to work with people from various backgrounds, cultures and seniority
