CX Lead - Events & Programming

CX Lead - Events & Programming

Hub Australia Pty | melbourne, VIC, AU

Posted 11 days ago

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Create curated experiences through our events and activations program, ensuring an outstanding level of engagement is maintained.
14th November, 2022
About Hub Australia
Founded in 2011, Hub is widely considered the market leading premium workspace-as-a-service platform in Australia and is renowned for its customer service. We deliver hospitality driven solutions that create workspace experiences that people love. We are the trusted local workspace partner for businesses and landlords that choose Hub because we help them attract and retain the best talent and tenants.
Hub manages premium flexible workspace, business lounges, concierge, building activation and other amenities across locations in Sydney, Melbourne, Brisbane, Canberra and Adelaide. We have further locations under development in suburban locations on the eastern seaboard, as well as Perth. This national network will mean that Hub will be in the unique position of being the only local operator to provide a consistent, premium experience for businesses to support the hybrid workplace demands of the talent they need to succeed. Hub has been listed as one of Australia's best employers by Great Place To Work for the last 3 years running and it's our commitment to creating a thriving culture for our Hub team that in turn makes it possible to in turn do the same for our customers' workplaces. Hub is a certified B-corp and carbon neutral organisation. All locations we operate are also certified carbon neutral and WELL Health and Safety accredited. 
Your Role
The Customer Experience (CX) Team ensures that a holistic and harmonious member experience is consistently delivered nationally and across the full member journey.
The primary purpose of this role is to create curated experiences through our events and activations program, whilst ensuring an outstanding level of engagement is maintained between Hub, the Clubhouse staff and each and every member nationally. They are a highly organised strategic thinker with an eye for detail who will be passionate about elevating the experience for all of our members. The CX mindset will be second nature to you, helping you ensure concepts align to company purpose, brand promises, and differentiators.
Member Events & Community Activation
Support the delivery of Member Events nationally, (In Person, Virtual, hybrid) - ensuring they remain topical, consistent, and tailored to member personas as well as host and present when necessary; 
Plan and facilitate logistics for all events, including but not limited to clubhouse preparation, presentation materials, security, catering and entertainment;
Curate and support the ongoing delivery of community activations with the relevant stakeholders including but not limited to the Operations and Marketing teams;
Help facilitate the improvement of the quality and engagement with Hub events to include attendance records and member and team feedback;
Formulate and implement strategies, tactics and event plans that will ensure goals and objectives are met;
Establish and manage relationships across brand partners to create meaningful, impactful and relevant activations;
Conduct regular research of the market and industry trends that will impact event performance and always be in the know;
Development of concepts and ideas for each event, activation & partnership and work closely with the Perks & Partnerships Manager to continuously look for impactful relevant offerings for our members;
Regularly researching potential event speakers of interest;
Surprise & Delights
Manage and coordinate the Surprise and delight program nationally for all clubhouses and support CL’s with the delivery of Local Surprise and Delight;
Always looking for ways to think outside the box when planning for future Surprise & Delights
Be accountable for the national Surprise & Delight purchasing budget
Insights (analytics)
Assist the CX team in the delivery of all elements of the Member Insights program. This might include working with third party suppliers on systems (eg RateIt) or helping draft surveys as needed;
Coordinate post-event feedback, analysing data to measure event success;
from clubhouses on Member Insight projects, using it to develop briefs for both RateIt and other Hub departments;
Assist the CX Manager with regular reporting on Member Insight results and proactively look for new and better ways to extract data for our events; 
Working closely with Clubhouse teams to ensure a high level of engagement, collaboration and success in member insight initiatives;
Key skills & experience
2+ years event planning experience;
Strong communication and interpersonal skills;
Project management experience;
The ability to build strong internal and external relationships;
Work well in a team and independently;
Willingness to think outside the box;
Highly organised with an ability to multitask and prioritise multiple requests;
Creative thinker;
Engaging, passionate and motivated
Important Metrics
NPS and CX scores;
GPTW Score;
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