Member Experience Manager
Volcano Coffee Works is one of London’s leading small batch coffee roasters.We are predominantly a wholesale business, supplying some of London’s top restaurants and cafes. We believe inenvironmentally sustainableandethically traded coffee, and work with partners all over the world who actively engage community-based improvements. Ourethical trading principlesensure that our successes benefit the entire supply chain and beyond, from direct initiatives at origin tolocal communities here in the UK.We believe that coffee is a force for good!
Our values
We are coffee enthusiasts, with a passionate for all things coffee, our people and our clients. Our core values underpin not only who we are but also the way that we operate :
- Be straight up - Be honest in our interactions and stand for what we believe.
- Be invested - Own the final result not just your inputs and invest rather than transact in relationships.
- Be fair and fearless - Award opportunity based on merit and seize, seek and create opportunity.
Role Overview
This is an exciting new role for Volcano Coffee Works – we’re looking for someone with an interest in coffee, events and operations to support us in managing the coffee programme within WeWork.
Volcano has been WeWork’s coffee partner since 2015. WeWork’s coffee offering is at the heart of their workspace and a key investment in their member experience offering. The Member Experience Manager will create a seamless, high-touch, proactive member experience at the barista stations and through the spaces that reflect WeWork’s premium, community-first ethos.
The Member Experience Manager will manage the daily experience at WeWork’s barista stations across the WeWork UK estate, acting as the connector between members, baristas, and WeWork teams. The role will set the gold standard for WeWork’s coffee offering, deliver events, build meaningful relationships with members and internal teams and overcome any challenges to ensure an industry leading gold standard coffee programme.
Key Responsibilities
Gold Standard Coffee Offering
Set the standard for the coffee offering, ensuring coffee quality and standards are established and maintained at the highest levelImplement a hospitality lead approach into the customer experience at all coffee touch pointsEnsure all member safety programmes and delivered to meet the gold standard expectations of WeWorkDriving innovation through improving the member experience and coffee operations.Member Experience, Events and Activations
Support the planning and delivery of coffee-focussed events at WeWork that create community and connection, alongside the Senior Account ManagerLaunch seasonal product offerings into WeWork – collaborate with production teams, customer service, and WeWork to bring this to lifePlan and execute ‘surprise and delight’ activations across all WeWork barista stations (eg giveaways, competitions) alongside both Volcano and WeWork’s Event TeamsArrange regular social and networking events for baristas, as well as team building and training opportunities to drive cultureStakeholder Management
Hold monthly meetings with community managers relating to the coffee service – identify opportunities for innovation, improved member experience as well as coffee operationsLiaise with WeWork’s Innovation and Events Team on events and activationsBuild strong relationships with WeWork community teams to solve day-to-day issues promptlySupport and attend the MBR with WeWork ManagementBarista Station Management
Oversee and manage baristas on site to ensure quality, standards, and presentation expectations are being met through quality control visitsEnsure all health and safety protocols are being followedWork closely with the Regional Account Manager on non-London site visits, including monthly travel outside of London to various locationsTroubleshoot and resolve coffee machine issues, alongside our in-house technical teamBarista Management & Admin Support
Be responsible for contracting and onboarding, and training new baristasBuilding and managing the monthly barista rota for the WeWork Barista stationsBe the first point of contact for our growing pool of freelance baristas via SlackSupporting the finance team with Timesheet and invoice approval ahead of end of month paymentOverseeing the execution of our barista training programme, alongside our Training TeamQualifications & Skills
Experience : Minimum of 2 years specialty coffee experience – should bring a ‘hotel-style’ level of service attention the barista stationsExperience : Minimum of 2 years of hospitality experience in a fast-paced, premium hospitality environmentSkills : Event management experience desired – demonstrate talent for creating and delivering inspiring and engaging eventsCommunication : Excellent communication skills, both written and verbal – must talk clearly, confidently, and kindly to members, WeWork Teams and baristas alikeMindset : Proactive and solutions focussed – confident and creative at solving small issues before they come big onesCollaboration : A team player who has experience in managing and building a small team.Proactivity : Strong organisational and multi-tasting ability remaining professional at all times.Technical : You must be comfortable with basic technical troubleshooting of coffee equipmentEnergy & Drive : High energy, resilience, and the ability to adapt and thrive in a fast-growing business.What we offer
A casual, fun and supportive work environment within a dynamic and fast-growing industryCompetitive salary and bonus packages- estimated £29,000 - £33,000Company pension2 Refresh Days and 1 Charity Day per year, in addition to annual leaveEarly close on Fridays during July & August (equal to 2 additional days of leave)Half-yearly Wellness programmeCoffee training including SCA programmeTeam incentives and activitiesA supportive working environmentAs much coffee as you can drink (at work)!50% staff discount on all coffee at homeJ-18808-Ljbffr
