Job Description

Designation: Community Manager – Engagements & Audits

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Location: Bangalore

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

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Experience: 3–6 Years

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

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Department: Customer Experience

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About the Role

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

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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.

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

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Hospitality-Grade Audits – Key Requirement

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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.

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Key Responsibilities

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1. Community Engagement & Events

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

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

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- Monitor and supervise the on-ground support team.
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- Review resident interactions across calls, WhatsApp, email, and in-person communication.
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- Track complaint TAT, closures, and resident satisfaction.
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- Ensure communication standards, escalation matrix, and closure processes are followed.
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- Identify performance gaps and improve service discipline.
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4. End-to-End Customer Experience

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- Own the complete resident journey from onboarding and move-in to daily living and exit.
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- Act as the primary on-ground point of contact across Bangalore properties.
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- Identify and resolve friction points in the resident experience.
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- Drive resident retention, satisfaction, and positive word-of-mouth.
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5. NPS, Feedback & Resident Insights

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- Own and improve NPS, CSAT, and overall resident satisfaction.
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- Collect, track, and analyse resident feedback through surveys, conversations, and reviews.
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- Identify recurring themes and create actionable improvement plans.
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- Close the feedback loop with residents.
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- Report NPS trends and resident sentiment to CX and operations leadership.
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6. Complaint & Escalation Management

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

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

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

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- 3–6 years of experience in community management, customer experience, hospitality, co-living, student housing, events, guest relations, or service-quality roles.
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- Robust hospitality background with hands-on property/service audit experience.
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- Proven ability to plan and execute events and engagement activities end-to-end.
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- Experience monitoring and supervising an on-ground or support team.
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- Good understanding of NPS, CSAT, feedback management, complaint TAT, escalation matrix, and customer experience lifecycle.
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- Strong people skills with the ability to build genuine community relationships.
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- Comfortable with regular on-ground presence across Bangalore properties.
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- Strong observation, coordination, follow-up, and reporting skills.
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- Working knowledge of Excel/Google Sheets and basic content capture for events.
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- Mature and assertive, with the ability to maintain service standards without creating conflict.
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Preferred Background

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

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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.

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Compensation

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

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