Designation: Community Manager – Engagements & Audits

Location: Delhi NCR

Employment Type: Full time | On-ground at Properties + Office

Experience: 5-8 Years

Salary Budget: INR40,000 - 45,000 per month

Department: Customer Experience / Community

About the Role

UniLiv is looking for an energetic, ownership-driven Community Manager – Engagements & Audits to lead the resident experience across our Delhi NCR properties.

This is a 360° role covering community engagement and events, end-to-end customer experience, NPS ownership, property and service-quality audits, and on-ground team supervision.

The ideal candidate should be equally comfortable hosting events, conducting hospitality-standard property audits, resolving escalations, monitoring the support team, and analysing resident feedback.

Hospitality-Grade Audits – Key Requirement A strong hospitality background is essential for this role. The candidate must have hands-on experience conducting property and service-quality audits covering housekeeping, hygiene, F&B;, rooms, common areas, grooming, and resident touchpoints.

Key Responsibilities

1. Community Engagement & Events

- Plan, organize, and execute community events end-to-end, including concept, budgeting, vendors, logistics, promotion, hosting, and post-event review.
- Build a vibrant resident community through activities, festivals, workshops, and social initiatives.
- Drive resident participation, retention, and referrals.
- Maintain a monthly events calendar across Delhi NCR properties.
- Capture photos, videos, and resident stories for marketing and brand building.

2. Property & Service Audits

- Conduct regular property and service-quality audits across housekeeping, hygiene, maintenance, F&B;, common areas, rooms, reception, security, staff behaviour, and resident touchpoints.
- Ensure SOPs, checklists, grooming, and hospitality service standards are followed.
- Prepare structured audit reports with observations, ratings, risk areas, action owners, and closure timelines.
- Conduct surprise and mystery audits across key resident touchpoints.
- Track closure of audit findings and conduct re-audits to confirm improvements.
- Maintain property quality scorecards and identify best- and bottom-performing areas.

3. Team Leadership & Supervision

- Lead,



monitor, and supervise the on-ground support team.
- Monitor complaint handling, resident communication, follow-ups, and escalations.
- Mentor team members and set service standards for the region.
- Review resident interactions across calls, WhatsApp, email, and in-person communication.
- Track complaint TAT, closures, and resident satisfaction.
- Identify performance gaps and improve service discipline.

4. End-to-End Customer Experience

- Own the complete resident journey from onboarding and move-in to daily living and exit.
- Act as the primary on-ground CX point of contact across Delhi NCR properties.
- Identify and resolve friction points in the resident experience.
- Drive resident retention, satisfaction, and positive word-of-mouth.

5. NPS, Feedback & Resident Insights

- Own and improve NPS, CSAT, and overall resident satisfaction.
- Collect, track, and analyse resident feedback through surveys, conversations, and reviews.
- Identify recurring issues and convert feedback into actionable improvement plans.
- Close the feedback loop with residents.
- Report NPS trends and resident sentiment to CX and operations leadership.

6. Complaint & Escalation Management

- Ensure complaints are logged, assigned, followed up, and closed within defined TAT.
- Coordinate with maintenance, housekeeping, F&B;, operations, and security teams for timely resolution.
- Personally handle sensitive, repeated, and high-priority escalations.
- Drive recovery for unhappy residents to prevent negative reviews and avoidable exits.

7. Online Reputation & Brand Experience

- Track Google reviews, social mentions, and resident sentiment across Delhi NCR properties.
- Encourage happy residents to share reviews and referrals.
- Coordinate resolution of genuine issues behind negative feedback and reviews.
- Represent the UniLiv brand and culture consistently on ground.

8. Coordination,



Reporting & Ownership

- Coordinate with operations, F&B;, maintenance, housekeeping, and CX teams.
- Maintain trackers for events, engagement, audits, complaints, NPS, and feedback.
- Share regular reports on community health, resident experience, audit outcomes, and team performance.
- Manage event and engagement budgets responsibly.

Candidate Requirements

- 5–8 years of experience in community management, customer experience, hospitality, co-living, student housing, events, guest relations, or service-quality roles, including team-lead responsibility.
- Strong hospitality background with hands-on property/service audit experience.
- Proven ability to plan and execute events and engagement activities end-to-end.
- Experience monitoring and supervising an on-ground or support team.
- Good understanding of NPS, CSAT, feedback management, complaint TAT, escalation matrix, and customer experience lifecycle.
- Strong people skills with the ability to build genuine community relationships.
- Comfortable with regular on-ground presence across Delhi NCR properties.
- Strong observation, coordination, follow-up, and reporting skills.
- Working knowledge of Excel/Google Sheets and basic content capture for events.
- Mature and assertive, with the ability to maintain service standards without creating conflict.

Preferred Background

- Hospitality / Hotels / Co-living / Student Housing with hands-on audit exposure.
- Community management, guest experience, or events management roles.
- Experience owning NPS or resident/customer satisfaction metrics.
- Exposure to service-quality audits, SOP compliance, and team supervision.

What We Are Looking For

We are looking for a people-first leader who can build a strong resident community, maintain hospitality-grade service quality through audits, and effectively manage the on-ground support team.

The ideal candidate should be capable of hosting a great event, conducting a sharp property audit, keeping the team accountable, and ensuring residents across Delhi NCR have an exceptional experience.

Compensation

Salary: INR40,000 – INR45,000 per month, depending on experience, relevant expertise, leadership experience, and interview performance.

📌 Community Manager - Engagements & Audits (New Delhi)
🏢 Uniliv
📍 New Delhi