Tenant Experience Manager

Your Mission:

Your mission is to shape and execute the tenant engagement strategy and operations for the brand new, tenant-only amenities (think stunning social lounges and collaborative meeting spaces) in the office building section of the Ponce City Market. You get to be lulafit’s very first team member in Atlanta, setting the standard for the lulafit experience in this iconic location!

The Legacy You’ll Leave:

As a result of your time in this role, you sparked connection, enabled wellbeing, and unlocked productivity for hundreds of human beings who work in Ponce City Market. Your hospitality and curated programming made the tenants feel like the amenity spaces in the building were their own exclusive club that made them excited to come to work every day. You created such deep and meaningful relationships with the building’s management team, their tenants and external partners, that they never wanted lulafit nor you to leave. Lastly, you led lulafit and Ponce City Market to become a lasting fixture in Atlanta.

What You’re Responsible For:

• Launch Programming During Construction: While the amenity floor is being completed (estimated for April 2025) your role will look a little different than when the floor is complete. When you first arrive in your role, the amenity floor will still be under construction so you will focus on building relationships with key tenants. You’ll creatively use other spaces to bring surprise and delight moments to your tenants, like dropping gifts off while they’re working, scheduling pop up fitness classes (you’ll hire contractors to teach these) on the rooftop, or hosting private happy hours for tenants in one of the awesome ground floor restaurants.
• Amenity and Operational Management: After construction is complete, oversee the operational strategy and management of the 4th floor amenity spaces. This includes a large 80-person training room, four collaborative meeting spaces, a social lounge space and a wellness room, with back-of-house storage and a catering kitchen. You’ll drive revenue generation and manage financial reporting for the floor, ensuring the spaces meet and exceed revenue and utilization goals every month.
• Curated Event Design and Execution: Conceptualize, plan, and deliver a range of 1-3 monthly tailored events for tenants on the amenity floor once construction is completed. Provide personalized solutions and white-glove hospitality experiences that result in a high tenant and property management satisfaction score. Oversee and manage the annual events budget of $72,000.
• Tenant and Client Relationships: Cultivate meaningful relationships with building tenants and our clients (building management and ownership). Collect data regarding tenant preferences to influence on-site programming. Provide monthly reports to clients including engagement, revenue, and utilization data. Implement client feedback and provide tailored recommendations to reach client goals.
• Marketing and Communication: Implement and oversee marketing strategies and communications, including newsletters, email campaigns, digital marketing, and printed materials to drive internal bookings and increase revenue.
• Partnership Development: Establish and manage relationships with retail tenants, on-site food and beverage operators, and local vendor partners to enhance event offerings and the tenant experience while supporting the community surrounding Ponce City Market.
• Operational Supportand Team Management: Support the building’s Operations Team with various projects and tasks to increase client engagement and member experience. Hire, onboard, manage, train, and develop a new Tenant Experience Coordinator who will report to you starting in April. Note: You’ll oversee the strategy for the bookable spaces, while the Tenant Experience Coordinator will own the entire booking process, to ensure every meeting that is booked in your spaces feels like a fabulous hosted event.

Who You Are - Baseline Requirements:

• You have 5+ years of hospitality experience. You may have worked in a hotel, in coworking management, or event planning.
• Even better if your experience has also touched the real estate sector. Examples of this include: 1) You’ve been a Community Experience Director with Industrious, Convene or another co-working space; 2) a Marketing and Events Director who has worked for commercial real estate clients; 3) an Engagement Director internally for a company 
• You are proficient with both the Google suite (what lulafit uses) and Microsoft Office (what our clients use). Don’t worry, you don’t need to be great at PowerPoint nor super savvy with Excel.
• Experience creating marketing materials, such as newsletters and digital and printed signage from templates. Our engagement marketing team will set you up with templates in Marq, and you will use those to create compelling materials.

Who You Are - Key Competencies:

• A resourceful entrepreneur energized by making your mark. You are thrilled at the idea of being our first employee in Atlanta because it means you get to spearhead our approach to the market for years to come. You have a track record of working autonomously, efficiently managing tasks and making decisions with minimal supervision.
• Obsessively customer-centric. In previous roles, you have exceeded what customers expected of you, you have an innate hospitality mindset and are happiest when you are serving others.
• A hyper-organized ball juggler.  You stay extremely organized and are constantly reprioritizing your own work because it’s what makes you most effective. Everyone refers to you as a stellar multi-tasker.
• You are a stellar communicator. You are known for clearly communicating your points - whether in email or verbally. In this role you’ll be communicating with tenants, vendors, building operations staff, and different levels of stakeholders (office managers to C-Suite).
• Creative and innovative mindset. You are an authentically curious person. You consistently envision new possibilities and generate ideas beyond conventional boundaries. You have an inclination to tackle challenges with original approaches, seeking unique ways to address issues and improve existing methods.
• A reliable team player. Your past managers would refer to you as dependable and collaborative. You thrive working as part of a small team (in this case, you’ll have one other colleague on site starting in April) and understand how your daily tasks contribute to the success of the entire operation. You come to work each day ready to “pick up an oar” and do what’s needed for your team to be successful.

Our Core Values:

Lulafit’s culture is based on a shared respect for our lived values HERE. Fit with our values is a critical component of our hiring process, and you and all of our colleagues are expected to live our core values in interactions with team members, customers, and stakeholders. An assessment of how you have exhibited our values is also an important part of your performance review process.

Our Commitment To You:

Lulafit is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We know the more inclusive we are, the greater our impact will be!