Head of Community, Pacific

The Opportunity
As the Head of Community for the APAC region, you will be the driving force behind the operational excellence, member experience, and brand standards across our regional portfolio. In this executive operator role, your primary mission is to centralise, align, and elevate our Community (hospitality) engine by leading a high-performing team of Area Directors across a diverse range of markets.

Reporting directly to the Regional President, you will serve as a critical member of the APAC regional leadership team and a key ambassador for our brand. Part strategic architect, part operational executor, and part cultural leader, you will bridge the gap between global brand vision and local market execution.

By balancing premium member experiences with rigorous operational efficiency, you will directly influence customer retention, portfolio health, and long-term asset profitability.

What You'll Do
This role is built for a seasoned, strategic operator ready to shape the future of our hospitality offering. You will be responsible for three critical dimensions within the organization: Operational Excellence & Brand Standards, Regional Hospitality Strategy & Cross-Functional Alignment, and Team Leadership & Centralisation.

(1) Operational Excellence & Brand Standards

• Own the End-to-End Member Experience: Drive world-class member satisfaction across the full territory, maintaining ultimate accountability for portfolio and building-level Net Promoter Scores (NPS).

• Optimise Operations & OPEX: Deliver upon strict standards for building operations, identifying efficiencies and optimising market-level operating expenses (OPEX) without compromising quality.

• Building and Service Quality: Act as the final decision-maker for building and service quality matters alongside the building operations leads, ensuring building upkeep and interior environments flawlessly reflect our brand guidelines.

• Pilot Experience Initiatives: Partner closely with Member Experience teams to design, pilot, and scale innovative community programs that mitigate churn and boost retention.

• Resolve High-Level Escalations: Serve as the ultimate point of escalation for complex member issues and operational challenges requiring high-level market intervention.

(2) Regional Strategy & Cross-Functional Alignment

• Drive Commercial & Revenue Goals: Partner closely with key stakeholders to align hospitality efforts with occupancy targets, revenue generation and market growth.

• Manage Stakeholder Relations: Build sustainable, high-impact partnerships with property managers, ensuring clear communication regarding asset maintenance, compliance, and shared building responsibilities.

• Foster Strategic & Regulatory Networks: Represent the company with local partners and government bodies, navigating local compliance, regulatory frameworks, and legal initiatives.

• Corporate Governance: Serve as a company director for some or all entities within the region (including for Singapore, Australia and other SEA countries), overseeing operations in the local companies best interests, attending quarterly board meetings, and approving financial filings in alignment with regional strategy.

(3) Team Leadership & Hospitality Centralisation

• Centralise and Manage Area Directors: Lead, mentor, and unify Area Directors across multiple markets, breaking down regional silos to establish a standardised, cohesive operating model.

• Cultivate Talent & Growth: Design robust development, succession and training plans to facilitate career growth for your leadership team and frontline community staff.

• Drive Employee Satisfaction (eNPS): Foster a supportive, accountable, and high-performance culture, taking direct ownership of employee engagement and eNPS across your portfolio.

• Recruit and Scale: Attract and retain top-tier hospitality talent, continuously evolving the team structure to meet changing business and market dynamics.

What Success Looks Like

• Visible, On-the-Ground Leadership: You are an active presence in the buildings, not a desk-bound analyst. Success means rolling up your sleeves, traveling the region regularly, and walking the floors with your teams to understand market realities firsthand.

• Operational Control: You manage with foresight, shifting seamlessly between high-level strategy and localized building operations to anticipate member and market needs.

• NPS & Retention Metrics: Your portfolio consistently hits or exceeds portfolio NPS and eNPS targets, directly driving member retention and team engagement.

• OPEX & Financial Health: You successfully optimize market-level operating expenses, proving that premium hospitality and strict fiscal discipline go hand-in-hand.

• Unified Regional Culture: You break down silos, aligning a geographically dispersed team of Area Directors under a singular operational standard.

• Stakeholder Confidence: You command trust across the business-from internal executives and enterprise clients to property management partners-backed by data and real ground context.

What You'll Bring

• 12+ years of professional experience

• Minimum of 7+ years leading large-scale operations within flexible workspace, premium hospitality, luxury retail, or multi-site property management.

• Strong commercial and financial acumen, with proven experience managing asset budgets, optimising P&Ls, and driving operational efficiencies.

• Proven experience navigating and thriving in a matrixed environment, with a track record of successfully managing high-stakes cross-functional dependencies (e.g., Sales, Building Operations, and Finance) to resolve complex regional challenges.

• High EQ and exceptional executive presence, with the ability to influence C-suite stakeholders, enterprise clients, and frontline staff with equal efficacy.

An entrepreneurial, resilient mindset with a passion for building systems, scaling operations, and driving cultural excellence through periods of rapid change.