Hop Talent
Senior Community Manager
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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
- Own the end-to-end tenant journey across multiple buildings, from onboarding and move-in through to renewal or exit.
- Build strong, trusted relationships with tenants, understanding their businesses, needs, and growth plans.
- Foster a positive, professional, and engaged community across all locations.
- Act as the senior escalation point for tenant queries, concerns, and issues, ensuring timely and effective resolution.
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Move-ins & Onboarding
- Manage and oversee smooth tenant move-ins, coordinating with operations, IT, facilities, and external suppliers.
- Ensure all spaces are fully prepared and meet brand and service standards prior to occupation.
- Deliver a high-quality onboarding experience that sets the tone for long-term tenant satisfaction.
Issue Management & Day-to-Day Operations
- Liaise with tenants to manage any operational, facilities, or service-related issues during their tenancy.
- Work closely with facilities management, building management, and service partners to resolve issues efficiently.
- Proactively identify recurring issues and recommend improvements to processes or services.
Renewals & Retention
- Lead tenant retention initiatives, working closely with commercial and leadership teams.
- Manage renewal conversations, understanding tenant requirements and negotiating extensions where appropriate.
- Identify upsell and expansion opportunities within the portfolio.
- Monitor tenant satisfaction and take proactive steps to mitigate churn.
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Stakeholder Management
- Collaborate with internal teams including Sales, Operations, Facilities, Finance, and Marketing to deliver a seamless tenant experience.
- Represent the voice of the tenant internally, feeding back insights and recommendations to support continuous improvement.
- Build strong relationships with external suppliers and partners.
Skills & Experience
Essential
- Proven experience in a senior community management, customer success, hospitality, or flex/managed office role.
- Experience managing tenants or clients across multiple sites or buildings.
- Strong relationship management and communication skills, with a customer-first mindset.
- Demonstrated experience in managing renewals, retention, and long-term client relationships.
- Ability to handle multiple priorities in a fast-paced, start-up or scale-up environment.
- Strong problem-solving skills and the ability to remain calm under pressure.
Desirable
- Experience within the flexible workspace, commercial property, or serviced office sector.
- Familiarity with Central London commercial office markets.
- Experience helping to build or refine processes within a growing business.
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