Community Executive

Job Title: Community Executive

Monthly Salary: $3,800 - $4,200

Start Date:

Job Type: Full-Time, On-Site

Reports To: Operations Manager

------

Hey Future Figment Family Member!

Ever dreamt of turning heritage homes into works of art while working from anywhere? We're Figment—the rebels of hospitality, making the world a more human place to live, one conserved shophouse at a time.

Our boutique hotel-inspired homes are hailed as the 'Picassos of Singapore's Built Heritage' by Travel + Leisure, with coverage from NYT, WSJ, The Straits Times to Channel NewsAsia. We've hosted over 4,000 members from companies like Grab, BCG (Boston Consulting Group), and Citi over the past 3+ years.

What Makes This Role Different:

• Competitive Package: We believe in paying well for exceptional talent.
• Stability with Purpose: We're a profitable, bootstrapped company backed by real shophouse assets—not chasing venture capital's "growth at all costs" mentality. Your job security comes from real revenue, not runway.
• Accelerated Growth: Staff take on significant responsibilities from day one in our hands-on scrappy startup environment. As we aggressively expand our team, you'll grow alongside us with clear progression paths and potential phantom equity eligibility.
• Global Conservation Mission: As stewards of Singapore's architectural heritage, we're pioneering the boutique homes concept globally—from London townhouses to Spanish Colonial homes in Intramuros, Manila, to colonial bungalows across India.

The Role at a Glance:

The Community Operations Executive is responsible for overseeing a group of Figment properties, ensuring an exceptional member experience, fostering a sense of community, and overseeing property maintenance. The role demands a proactive approach to service, strong organizational skills, and the ability to enhance tenant satisfaction and retention through outstanding operational support, engagement initiatives, and facilities oversight.

Key Responsibilities Performance Metrics:

Member Experience & Satisfaction (25%)

• Serve as the primary point of contact for assigned members, addressing concerns promptly and professionally.
• Achieve a 50%+ member satisfaction score based on feedback surveys and Net Promoter Score (NPS).
• Maintain fast and reliable response times for all member queries and requests.
• Ensure seamless onboarding and offboarding experiences through structured communication and process adherence.
• Uphold high standards of living experience, including cleanliness, maintenance, and overall property condition.

Community Building & Engagement (10%)

• Establish and maintain partnerships with relevant local businesses to enhance member perks and engagement.
• Drive participation in community initiatives, measured by attendance rates and member feedback.

Operational Excellence & Issue Resolution (15%)

• Proactively identify, track, and resolve operational issues across properties.
• Ensure 100% resolution of member complaints and issues within agreed SLAs.
• Act as the central coordinator between internal teams (Sales, HK, Maintenance) to maintain service quality.
• Identify recurring issues and implement process improvements to prevent future occurrences.

Facilities Maintenance & Property Oversight (20%)

• Oversee all maintenance requests and ensure timely resolution in line with service level agreements.
• Coordinate with external vendors and service providers for both routine and emergency maintenance.
• Conduct regular property inspections to ensure assets are well-maintained and meet quality standards.
• Implement and monitor preventive maintenance schedules to reduce long-term issues.
• Track maintenance KPIs (response time, resolution time, recurring issues) and drive continuous improvement.
• Serve as the primary point of contact for landlords and management stakeholders on property-related matters.

Housekeeping Oversight & Quality Control (15%)

• Oversee the performance and standards of the housekeeping team across assigned properties.
• Ensure all units and common areas meet Figment cleanliness and presentation standards at all times.
• Coordinate cleaning schedules, including move-ins, move-outs, turnovers, and deep cleans.
• Conduct regular quality inspections and spot checks to maintain consistency.
• Act as the escalation point for HK-related issues, including cleanliness complaints and missed services.
• Work closely with HK team leads or vendors to improve efficiency, processes, and quality.

Sales Assistance & Showings Support (5%)

• Support the sales team in coordinating and conducting property viewings.
• Ensure units are fully prepared, clean, and well-presented prior to all showings.
• Provide accurate property information and highlight key features to prospective tenants.
• Gather and share feedback from prospects to support continuous improvement.

Strategic Input & Continuous Improvement (10%)

• Represent tenant and operational insights in company discussions on product and service improvements.
• Provide structured feedback to enhance the overall Figment experience.
• Identify opportunities to streamline operations, improve efficiency, and elevate service standards.

Key Competencies Skills:

• Strategic Prioritization: Possesses the judgment to ruthlessly prioritize high-impact initiatives. Confidently and politely pushes back on low-leverage tasks to protect time and maximize value creation.
• Outcome-Driven Clarity: Approaches every report, meeting, and initiative with the end goal clearly defined. Synthesizes information quickly and establishes clear, actionable objectives before executing.
• Strategic Stakeholder Management: Acts as the vital bridge between the company, landlords, and members. Navigates complex relationships, ensuring alignment and driving clear outcomes in every interaction

Success Indicators:

• Operational Efficiency: Reduced number of unresolved maintenance or service issues.
• Facilities Upkeep: High property maintenance standards with minimal downtime.
• Service Ratings: Maintain high NPS and positive tenant feedback.
• Operational KPIs: Take ownership of ground operations to ensure homes are well-maintained and continuously improving in quality.

Ideal Candidate Profile:

• University diploma required
• 1-3 years of experience in hospitality, tourism, customer service or property management.
• Passionate about community-building, property oversight, and delivering top-tier hospitality.
• Exceptional ability to tailor communication styles for remote and offshore teams. Candidates must go beyond local stakeholder management, showing proficiency in asynchronous communication and global team alignment.