Head of Community

7 days ago

Central Lombok West Nusa Tenggara, Indonesia Selong Selo Resort & Residences Full time 5,000,000 - 15,000,000 per year
Head of Community & Investor Relations
Role Responsibilities
Overview

The Head of Community & Investor Relations (HCIR) is a senior leadership role responsible for ensuring outstanding engagement, communication, and service delivery to villa owners, investors, and key stakeholders across the Selo ecosystem. The role oversees quality assurance, owner relationship management, investor reporting, legal and financial compliance communication, and community-building initiatives. The HCIR acts as the primary representative of ownership interests within the organisation, ensuring operational delivery aligns with Selo's brand standards.

1. Quality Assurance & Brand Standards


• Establish and refine standards of quality across departments.


• Lead initiatives to enhance employee performance and owner/guest satisfaction.


• Benchmark operations against leading luxury branded residences.


• Conduct structured quality audits and inspections.


• Oversee guest experience programmes collaboratively with leadership teams.

2. Owner & Investor Relations


• Serve as senior relationship manager for all villa owners and investors.


• Manage owner enquiries, disputes, and escalations.


• Present quarterly/annual owner reports and financial summaries.


• Oversee reporting frameworks including villa P&L, rental pool performance, and asset updates.


• Ensure compliance with owner agreements and governance frameworks.


• Support onboarding of new villa owners and community integration.

3. Assurance & Compliance


• Oversee owner documentation, compliance processes, and PMA reporting.


• Align investor communication with legal and financial obligations.


• Maintain updated ownership policies, agreements, and frameworks.

4. Guest & Owner Experience Management


• Lead programmes to elevate owner and guest experience.


• Manage surveys, feedback analysis, and performance metrics.


• Coordinate with Marketing to promote premium experiences.


• Ensure VIP-level service for owners.

5. Community Relations & Ecosystem Development


• Foster a strong community culture among owners and stakeholders.


• Develop partnerships with local businesses and suppliers.


• Lead planning and execution of owner/investor events.


• Manage annual community communication plans.


• Drive alignment between owner expectations and operational goals.

6. Financial & Asset Management Interface


• Work with Finance to communicate villa financial statements.


• Assist owners in understanding cost allocations, CapEx, rental pool, and service charges.


• Oversee accuracy of all owner-facing financial documents.

7. Event Management & Investor Engagement


• Lead owner and investor events, workshops, and briefings.


• Manage logistics, presentations, and follow-up communication.


• Develop professional decks, IMs, and presentations.

8. Technology, Systems & Reporting


• Oversee owner portal and reporting systems.


• Ensure data accuracy and system reliability.


• Drive digital transformation for improved transparency.

9. Team Leadership & Mentorship


• Lead Community Relations, QA, and Owner Relations teams.


• Implement KPIs and performance metrics.


• Promote a culture of improvement and service excellence.

10. Strategic Contribution


• Work with CEO and leadership to shape community and investor strategy.


• Provide insights on improving owner experience and operational delivery.


• Contribute to long-term planning and business evolution.

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