Designation: Community Manager – Engagements & Audits

Location: Bangalore

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

Experience: 3–6 Years

Salary Budget: INR 25,000 – INR 35,000 per month

Department: Customer Experience

About the Role

Uni Liv is looking for an energetic, ownership-driven Community Manager – Engagements & Audits to lead the resident experience across our Bangalore 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 team, and analysing resident feedback.

Hospitality-Grade Audits – Key Requirement A strong 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.

Key Responsibilities

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



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

3. Team Monitoring & Supervision

Monitor and supervise the on-ground support team. Review resident interactions across calls, Whats App, email, and in-person communication. Track complaint TAT, closures, and resident satisfaction. Ensure communication standards, escalation matrix, and closure processes are followed. 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 point of contact across Bangalore 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 themes and create 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 Bangalore properties. Encourage happy residents to share reviews and referrals.



Coordinate resolution of genuine issues behind negative feedback and reviews. Represent the Uni Liv 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

3–6 years of experience in community management, customer experience, hospitality, co-living, student housing, events, guest relations, or service-quality roles. 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. Solid people skills with the ability to build genuine community relationships. Comfortable with regular on-ground presence across Bangalore 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 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.

Compensation

Salary: INR 25,000 – 35,000 per month, depending on experience, relevant expertise, and interview performance.

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