Community Manager

Community Manager – Engagements & Audits

Customer Experience / Community | Full-Time

Department Customer Experience / Community

Level Team Lead

Location Delhi NCR

Work Mode On-ground at Properties + Office

Experience 5–8 years

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 that combines community engagement and events, end-to-end customer experience, NPS ownership, and hands-on property and service-quality audits. The person will also lead, monitor, and supervise the on-ground support team to ensure consistent, high-quality resident service. As a lead role, the person will set the standard for resident experience across Delhi NCR, mentor the support team, and act as the lead CX point of ownership in the region.

The ideal candidate is equally comfortable hosting an event, auditing a property at hospitality standards, resolving an escalation, monitoring the team, and analysing feedback data. They should be people-first, hands-on, and obsessed with making every resident's experience exceptional.

Hospitality-Grade Audits — Key Requirement A strong hospitality background is essential for this role. The candidate must be able to run property and service audits at a hospitality standard — covering housekeeping, hygiene, F&B, rooms, common areas, grooming, and resident touchpoints — and hold property teams accountable to those standards. This role is not only about community and events; it is equally about auditing quality and monitoring the team to keep service consistently high.

Key Responsibilities

Community Engagement & Events (End-to-End)

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

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

Drive resident participation and create memorable experiences that strengthen retention and referrals.

Maintain a monthly events calendar and ensure consistent engagement across all Delhi NCR properties.

Capture content (photos/videos) and resident stories to support marketing and brand building.

Property & Service Audits (Hospitality Standard)

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

Audit at a hospitality service standard, verifying SOPs, checklists, grooming, and service standards are followed.

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

Conduct surprise and mystery audits across key resident touchpoints to check real on-ground standards.

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

Maintain a property quality scorecard and highlight best- and bottom-performing areas.

Team Leadership, Monitoring & Supervision

Lead, monitor, and supervise the on-ground support team on daily complaint handling, resident communication, follow-ups, and escalations.

Mentor team members and set service standards as the lead CX owner for the region.

Review the quality of resident interactions across calls, WhatsApp, email, and in-person.

Track team performance on complaint TAT, closures, and resident satisfaction.

Ensure the team follows communication standards, the escalation matrix, and closure processes.

Identify performance gaps and guide the team towards better service discipline.

End-to-End Customer Experience

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

Be the primary on-ground point of contact for residents across Delhi NCR properties.

Proactively identify and remove friction points in the resident experience.

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

NPS, Feedback & Resident Insights

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

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

Identify recurring themes and convert feedback into clear, actionable improvement plans.

Close the loop with residents — follow up after feedback and show that their voice creates change.

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 fast resolution.

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

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

Online Reputation & Brand Experience

Track Google reviews, social mentions, and resident sentiment for the 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 closely with operations, F&B, maintenance, housekeeping, and the CX team.

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

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

Manage event and engagement budgets responsibly. Requirements

5–8 years of experience in community management, customer experience, hospitality, coliving, student housing, events, guest relations, or service-quality roles, including team-lead responsibility.

Strong hospitality background with hands-on audit experience — must have done property/service audits at a hospitality standard.

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

Experience monitoring and supervising