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 robust 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 (Delhi)
🏢 Uniliv
📍 Delhi