Online Community Manager - Top Brand

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We’re looking for an experienced Online Community Manager for a well-known challenger brand, a short walk from St Pauls tube station. This is a brand new role in an exciting team, reporting to a very talented Head of Social and Digital – a well known name in the industry. Candidates must have managed a branded on-site community previously in order to be considered for this role.

The brand is looking to build an industry-leading team in house. This role will involve some offsite social media management, but will have a major focus on building an onsite branded community, translating engagement into growth of the customer base, and developing and managing community-wide communication.

The Online Community Manager will be passionate about building communities and will help the brand transform their industry sector through the power of trust, transparency and advocacy. The Online Community Manager will be have a true understanding of gamification and will apply these principles to drive positive behaviour.

The role of Online Community Manager will be to:

Ensure customer experience is second to none. That people who are conversing get value from the the way the brand responds to them:

– Driving engagement and interaction, through building stakeholder relationships, online forums, online events, product launches, service issues and feedback
– Developing a metric for and measuring community strength
– Develop a social referral program to establish community as a growth engine
– Collect and manage customer stories to be leveraged across Engagement, Marketing, Operations, and Commercial Acquisition
– Collaborate with the Operations team ensuring we are being responsive and helpful at all times and the team are trained continuously.
– Ensure that there is wider support within the business to empower resolution to service queries and customer queries.
– Reporting to the Head of Social, you will work closely alongside the Social Media Analytics Manager to understand the quant and qual insight we get from a service point of view and ensure we are feeding this back through our digital complaints process.
– Work closely with the customer engagement teams to build operational processes that support our aspirations to build relationships on social by developing tonality, personality and delivering an excellent experience.
– Build relationships with product teams to ensure are streamlining feedback to drive insight and learning.
– Be responsible for driving innovation in social customer service through relationship management and peer to peer support.

There isn’t a branded community at the moment, but that’s what makes this such an exciting opportunity. You’ll be in place to help drive this. To start with you’ll delivery some of the off-site social media activity and as the branded community is set up, your role will expand to lead and manage the onsite community to drive peer to peer conversation, support through a onsite community engagement and super user engagement.

The successful Online Community Manager will join a fast-paced, industry leading team for a well-known brand where the sky is the limit in terms of career. You’ll also receive a competitive salary and package and lots of ongoing skills development. It’s a great environment to work in too.

If you tick all of the boxes, please click to apply of send your CV directly to Tony via the Henry Nicholas website.

Online Community Manager – Top Brand, London