Senior Community Manager

Company Overview

We are a growing managed office provider based in Central London. As a start-up we pride ourselves on delivering high-quality, flexible workspace solutions combined with an exceptional tenant experience. Our portfolio spans multiple buildings across Central London, housing a diverse community of ambitious businesses.

Role Overview

We are seeking an experienced Senior Community Manager to oversee and nurture our tenant community across multiple Central London locations. This is a senior, hands-on role responsible for ensuring seamless move-ins, day-to-day tenant satisfaction, proactive issue resolution, and long-term tenant retention and renewals.

You will act as the primary point of contact for tenants, working closely with internal teams and external partners to deliver a best-in-class customer experience while supporting the company’s growth ambitions.

Key Responsibilities

Tenant Experience & Community Management

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• Own the end-to-end tenant journey across multiple buildings, from onboarding and move-in through to renewal or exit.
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• Build strong, trusted relationships with tenants, understanding their businesses, needs, and growth plans.
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• Foster a positive, professional, and engaged community across all locations.
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• Act as the senior escalation point for tenant queries, concerns, and issues, ensuring timely and effective resolution.
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Move-ins & Onboarding

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• Manage and oversee smooth tenant move-ins, coordinating with operations, IT, facilities, and external suppliers.
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• Ensure all spaces are fully prepared and meet brand and service standards prior to occupation.
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• Deliver a high-quality onboarding experience that sets the tone for long-term tenant satisfaction.
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Issue Management & Day-to-Day Operations

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• Liaise with tenants to manage any operational, facilities, or service-related issues during their tenancy.
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• Work closely with facilities management, building management, and service partners to resolve issues efficiently.
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• Proactively identify recurring issues and recommend improvements to processes or services.
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Renewals & Retention

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• Lead tenant retention initiatives, working closely with commercial and leadership teams.
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• Manage renewal conversations, understanding tenant requirements and negotiating extensions where appropriate.
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• Identify upsell and expansion opportunities within the portfolio.
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• Monitor tenant satisfaction and take proactive steps to mitigate churn.
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Stakeholder Management

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• Collaborate with internal teams including Sales, Operations, Facilities, Finance, and Marketing to deliver a seamless tenant experience.
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• Represent the voice of the tenant internally, feeding back insights and recommendations to support continuous improvement.
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• Build strong relationships with external suppliers and partners.
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Skills & Experience

Essential

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• Proven experience in a senior community management, customer success, hospitality, or flex/managed office role.
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• Experience managing tenants or clients across multiple sites or buildings.
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• Strong relationship management and communication skills, with a customer-first mindset.
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• Demonstrated experience in managing renewals, retention, and long-term client relationships.
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• Ability to handle multiple priorities in a fast-paced, start-up or scale-up environment.
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• Strong problem-solving skills and the ability to remain calm under pressure.
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Desirable

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• Experience within the flexible workspace, commercial property, or serviced office sector.
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• Familiarity with Central London commercial office markets.
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• Experience helping to build or refine processes within a growing business.
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