Designation: Community Manager – Engagements & Audits /n Location: Bangalore /n Employment Type: Full-Time | On-ground at Properties + Office /n Experience: 3–6 Years /n Salary Budget: INR 25,000 – INR 35,000 per month /n Department: Customer Experience /n About the Role /n UniLiv is looking for an energetic, ownership-driven Community Manager – Engagements & Audits to lead the resident experience across our Bangalore properties. /n 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. /n The ideal candidate should be equally comfortable hosting events, conducting hospitality-standard property audits, resolving escalations, monitoring the team, and analysing resident feedback. /n Hospitality-Grade Audits – Key Requirement /n A solid hospitality background is essential. 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. /n Key Responsibilities /n 1.

Community

Engagement & Events /n /n

- Plan, organize, and execute community events end-to-end, including concept, budgeting, vendors, logistics, promotion, hosting, and post-event review.

/n

- Build a vibrant resident community through activities, festivals, workshops, and social initiatives.

/n

- Drive resident participation, retention, and referrals.

/n

- Maintain a monthly events calendar across Bangalore properties.

/n

- Capture photos, videos, and resident stories for marketing and brand building.

/n /n 2. Property & Service Audits /n /n

- Conduct regular property and service-quality audits across housekeeping, hygiene, maintenance, F&B;, common areas, rooms, reception, security, staff behaviour, and resident touchpoints.

/n

- Ensure SOPs, checklists, grooming, and hospitality service standards are followed.

/n

- Prepare structured audit reports with observations, ratings, risk areas, action owners, and closure timelines.

/n

- Conduct surprise and mystery audits.

/n

- Track audit findings and re-audit to confirm improvements.

/n

- Maintain property quality scorecards and identify best- and bottom-performing areas.

/n /n 3.



Team Monitoring & Supervision /n /n

- Monitor and supervise the on-ground support team.

/n

- Review resident interactions across calls, WhatsApp, email, and in-person communication.

/n

- Track complaint TAT, closures, and resident satisfaction.

/n

- Ensure communication standards, escalation matrix, and closure processes are followed.

/n

- Identify performance gaps and improve service discipline.

/n /n 4. End-to-End Customer Experience /n /n

- Own the complete resident journey from onboarding and move-in to daily living and exit.

/n

- Act as the primary on-ground point of contact across Bangalore properties.

/n

- Identify and resolve friction points in the resident experience.

/n

- Drive resident retention, satisfaction, and positive word-of-mouth.

/n /n 5. NPS, Feedback & Resident Insights /n /n

- Own and improve NPS, CSAT, and overall resident satisfaction.

/n

- Collect, track, and analyse resident feedback through surveys, conversations, and reviews.

/n

- Identify recurring themes and create actionable improvement plans.

/n

- Close the feedback loop with residents.

/n

- Report NPS trends and resident sentiment to CX and operations leadership.

/n /n 6. Complaint & Escalation Management /n /n

- Ensure complaints are logged, assigned, followed up, and closed within defined TAT.

/n

- Coordinate with maintenance, housekeeping, F&B;, operations, and security teams for timely resolution.

/n

- Personally handle sensitive, repeated, and high-priority escalations.

/n

- Drive recovery for unhappy residents to prevent negative reviews and avoidable exits.

/n /n 7.

Online

Reputation & Brand Experience /n /n

- Track Google reviews, social mentions, and resident sentiment across Bangalore properties.

/n

- Encourage happy residents to share reviews and referrals.

/n

- Coordinate resolution of genuine issues behind negative feedback and reviews.





/n

- Represent the UniLiv brand and culture consistently on ground.

/n /n 8. Coordination, Reporting & Ownership /n /n

- Coordinate with operations, F&B;, maintenance, housekeeping, and CX teams.

/n

- Maintain trackers for events, engagement, audits, complaints, NPS, and feedback.

/n

- Share regular reports on community health, resident experience, audit outcomes, and team performance.

/n

- Manage event and engagement budgets responsibly.

/n /n Candidate Requirements /n /n

- 3–6 years of experience in community management, customer experience, hospitality, co-living, student housing, events, guest relations, or service-quality roles.

/n

- Strong hospitality background with hands-on property/service audit experience.

/n

- Proven ability to plan and execute events and engagement activities end-to-end.

/n

- Experience monitoring and supervising an on-ground or support team.

/n

- Good understanding of NPS, CSAT, feedback management, complaint TAT, escalation matrix, and customer experience lifecycle.

/n

- Strong people skills with the ability to build genuine community relationships.

/n

- Comfortable with regular on-ground presence across Bangalore properties.

/n

- Strong observation, coordination, follow-up, and reporting skills.

/n

- Working knowledge of Excel/Google Sheets and basic content capture for events.

/n

- Mature and assertive, with the ability to maintain service standards without creating conflict.

/n /n Preferred Background /n /n

- Hospitality / Hotels / Co-living / Student Housing with hands-on audit exposure.

/n

- Community management, guest experience, or events management roles.

/n

- Experience owning NPS or resident/customer satisfaction metrics.

/n

- Exposure to service-quality audits, SOP compliance, and team supervision.

/n /n What We Are Looking For /n We are looking for a people-first professional who can build community, maintain hospitality-grade quality through audits, monitor the on-ground team, and ensure residents across Bangalore have an exceptional experience. /n Compensation /n Salary: INR 25,000 – 35,000 per month, depending on experience, relevant expertise, and interview performance.

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