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Tenant Experience Director



San Francisco, CA, USA
Posted on Wednesday, June 5, 2024
Who We Are
At lulafit we are redefining amenity management in commercial real estate by activating shared spaces in the modern workplace. We blend creativity with strategic insights to craft solutions tailored to the unique needs and aspirations of our clients and their tenants.
Whether it's designing state-of-the-art fitness centers, cultivating exceptional meetings, or curating engaging events and programming, we are committed to setting a new benchmark for excellence in the industry.
Join us as we embark on a journey to transform spaces, inspire innovation, and shape the future of work.
What You’ll Do
As a Tenant Experience Director at lulafit, you will be managing on-site amenities and hospitality services at an iconic commercial office building in downtown San Francisco. The ideal candidate is someone who is a strong people leader, can develop collaborative partnerships, create and launch new programs, and enhance the overall tenant experience. You will also be accountable for helping to develop our processes and programs to ensure we achieve our goals.

How You’ll Do It

  • Hospitality-driven operational oversight of all amenity spaces
  • Develop an operational strategy for the fitness center, conference centers, lobby and event spaces in collaboration with the property management team
  • Be an active member of the building’s ecosystem + extension of property management and hospitality teams
  • Accountable for site budget and presenting monthly financial reports
  • Participate in regularly scheduled meetings with building management to review success metrics
  • Manage and mentor the tenant experience team, including event coordinators, fitness team and lobby hospitality ambassadors
  • Set and monitor goals and objectives annually for direct reports, evaluate performance and develop and support as appropriate
  • Lead weekly and/or monthly team meetings.
  • Support and oversee tenant relationships cultivated by direct reports
  • Plan and execute events and engagement activities to elevate the experience of onsite tenants
  • Develop, plan, execute, and evaluate a variety of events and offerings for tenant population
  • Collaborate with the building’s external events team to align programming and calendars with internal tenant events
  • Source, vet, and manage vendor relationships
  • Maintain excellent communication with vendors and internal teams before events, including sending clear and concise logistical information leading up to the event
  • Utilize various tech platforms for event needs (registration, virtual event platform, game platforms, etc.)
  • Oversee marketing strategy of all programs and offerings to tenants of building
  • Assist in the development of client outreach communications and marketing tools
  • Implement various marketing channels, such as tenant newsletters, email campaigns, digital marketing and printed materials
  • Oversee tenant satisfaction and engagement with programming; report regularly on data and feedback from tenants
  • Foster deep and meaningful relationships with tenants and key stakeholders in the building
  • Collaborate closely with property management and building-related teams to execute events, marketing initiatives and other tenant programming
  • Collect and report on data and feedback
  • Accountable for site budget, maintaining updated event budget tracking system, and presenting regular financial reports
  • Develop metrics and tools to gauge tenant satisfaction and engagement with programming
  • Support the Operations Team with other projects and tasks related to increasing client engagement and member experience

Key Competencies

  • Customer centric: Meets and exceeds customer needs. Displays service excellence and hospitality mindset.
  • Leadership: Sets clear expectations. Monitors employee goals and performance. Provides mentorship and coaching. Creates a culture of trust + partnership between our team and on-site support team.
  • Communication: Clear and effective communication and dissemination of information. Understand and follow the process for communication, and how and when information is shared.
  • Organization and task management: Prioritize work and effectively delegate tasks. Able to juggle multiple projects simultaneously.
  • Strategic Thinker: Sees the bigger picture, has long-term line of sight and understands the interconnectedness of decisions and activities across the organization.

Desired Skills & Experience

  • 5+ years of experience in the hospitality industry with customer relationship management and event planning and execution
  • 5+ years management or supervisory experience
  • Previous experience creating budgets and interpreting P&L reports
  • Proficient in Google Workspace and MS Office (Word and Excel)
  • Experience in the real estate industry is preferred
  • Thrive in a dynamic, fast-paced, collaborative startup environment
Benefits & Perks
At lulafit, we invest in our employees' health and well-being. Our benefits reflect our commitment to help our team be the best versions of themselves both at work and at home. We are proud to offer all full-time employees:
* Paid Medical Options & Life
* Dental & Vision
* 401k with employer match
* Generous Parental Leave
* Professional Development Reimbursement
* Recognition & Rewards Program
Why We’re Different
At lulafit, we’re proud to have created a product and service our customers love. We are a team in every sense. We support one another as we work collaboratively towards a common goal of modernizing well-being to empower people in their everyday lives. From growth opportunities to professional development to unique benefits and perks, we want all our employees to realize their full potential. We value innovative and curious people who aren’t afraid to challenge the status quo.
We’re committed to fostering an inclusive, equitable workplace that promotes and values diversity. We welcome all employees and applicants, without regard to age, gender identity, race, ethnicity, sexual orientation, physical or mental ability, religion, or any other protected characteristic under law. More importantly, our work environment is one where everyone, from any background, is inspired and encouraged to do their best work.