Pioneer Community and Events Manager, Scale Space

About Scale Space:

Scale Space is an exciting scaleup community in the heart of White City with an ambition to be the best innovation ecosystem in the world. Our mission To unlock the potential of UK innovation by supporting scaling businesses in their growth. How By connecting these businesses to the people services and space they need to thrive! Building on over 20 years experience of the UKs leading venture builder Blenheim Chalcot and research and talent from Imperial College a top university we know what it takes to scale!

About our Events Team:

Our on-site events team organises and executes a variety of business meetings conferences and social events in our building. With 5 versatile conference spaces some with capacity to host 150 attendees and 20 well-equipped meeting rooms. On average we hold 20 events every week for over 500 customers. Behind the scenes we ensure seamless experiences by providing catering tech support and guest services. Scale Space isnt just a venue; its a vibrant hub where connections flourish!

About the Community Team:

The Community Team are Scale Spaces primary customer-facing resource. They perform a concierge role from the buildings main reception desk and they support handle all forms of contact from members.

The Pioneer Programme:

This role is part of the BC Pioneer Programme; a portfolio-wide community and learning & development programme built exclusively for the future leaders of our ventures and scale-ups. You will have a tangible impact on a business going through a phase of market expansion.

Alongside your role you will undertake a 15-month RedTeam L&D programme giving you access to learning materials training and experts to help you set up your own career adventure. This approach is at the heart of the Pioneer programme vision and both Scale Space and the RedTeam are committed to working with you to help you excel.

About The Role:

In this role you will manage the 2 event coordinators. Strong performance will lead to you also taking responsibility for the Community Team (3 Community Assistants and the Community Team Manager).

What youll be doing:

Team Leadership
Supervise and support team members providing guidance training and performance feedback to ensure consistent high-quality delivery.

Quality Assurance & Risk Management
Establish and maintain best practices to ensure all events meet Scale Spaces standards. Identify and mitigate risks associated with operations.

Revenue Growth
Develop and implement external marketing strategies to attract new customers for events and meeting room bookings working closely with the marketing team to maximise occupancy and revenue.

Stakeholder and Vendor Engagement
Act as the primary point of contact for key stakeholders fostering strong relationships and ensuring their needs are met throughout the event lifecycle. Manage delivery from hospitality a/v and other key service providers.

Reporting
Monitor and report on performance event revenue and customer feedback using insights to inform future improvements.

Process Improvement
Continuously review and enhance processes leveraging technology and AI where appropriate to improve efficiency and customer experience.

Member Communications Feedback & Incident Response
Manage all email communications to members including updates on key activities such as planned fire drills or incident response. Handle serious member complaints promptly and professionally. Lead the quarterly customer survey (NPS) analyse responses and create actionable plans to address feedback and improve the member experience.

Member Transitions
Organise and coordinate new company move-ins offboarding and moving out processes and internal office moves. Ensure all logistics are managed efficiently stakeholders are informed and transitions are seamless for all parties involved.

Key Skills Required:

• Leadership and team management guiding and supporting the team to ensure consistent performance and professional development.
• Planning and execution managing complex event schedules coordinating logistics and ensuring smooth delivery.
• Customer service and complaint resolution handling member enquiries and complaints with professionalism and empathy.
• Communication and stakeholder engagement clear and effective communication with internal teams external clients and stakeholders across the event lifecycle.
• Marketing and revenue generation developing and executing marketing strategies to attract new customers and increase bookings.
• Process improvement and innovation proactively identifying inefficiencies and implementing improvements including the use of AI tools.
• Operational coordination managing move-ins office relocations and offboarding processes with precision and care.
• Crisis and incident management managing communications and responses during planned drills or unexpected incidents.
• Data analysis and reporting managing customer surveys (e.g. NPS) analysing feedback and creating actionable improvement plans.
• Attention to detail and compliance ensuring all event setups and operational activities meet specified requirements and safety standards.

Whats in it for you

At Scale Space we dont just offer a job we offer a place where your personality skills and energy bring events to life every day. As our Community and Events Manager youll be at the heart of our thriving community overseeing Front of House helping deliver everything from high-profile conferences and formal dinners to vibrant socials that make Scale Space special.

Heres what youll get in return:

• Competitive salary up to 10% annual bonus.
• Overtime where necessary to cover events outside normal working hours
• Free lunch every day enjoy a variety of hot meals and fresh salad options
• 25 days paid holiday plus Bank Holidays
• Birthday day off
• Life Assurance
• Pension Scheme
• 1000 flexible benefits budget choose from private health insurance extra holidays gym membership and more
• Ongoing learning and development opportunities to help you grow

The Process:

We have a rigorous recruitment process to ensure we attract the very best and diverse talent. This will involve an initial telephone conversation followed by a panel interview and a case study over two stages where you will meet with the businesss management team.

Blenheim Chalcot is a proud Equal Opportunity Employer. Diversity is one of our core values thus making it core to our business. We strive to maximize the diversity of our workforce and welcome applications from everyone. We encourage diversity through perspective background identity and thought whilst also fostering an environment where everyone can express themselves regardless of your race religion sex gender colour national origin disability or any other applicable legally protected characteristic. We are committed to continuing to nurture an inclusive environment and building a diverse workforce.

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