We are looking to appoint 2 Community Managers to support the Head of Community in delivering the vision and strategy for Lebara customer service and community. These roles are language specific and are suitable for Polish and Romanian-speaking professionals.
The Community Executive/Manager role will act as the primary face to face contact with members of the Lebara Community, engaging directly in day to day interactions, moderating behaviour and driving members to the types of content they need and interact with, as well as providing help and support where necessary, as well as reporting the community health statistics to the Head of Community on a regular basis. Operational work will be involved on a regular basis due to being a part of a fast paced environment.
-Interaction on the Community, managing activity and overseeing behaviour and activities of users
-Developing strategies to improve various aspect of the online community, including increased engagement, support quality and positive interactions
-Oversight of moderation of Community activity
-Identification and incitement of Community advocates, and building strong relationships with these members
-Weekly reports to the Head of Community on community health, activity, popular content, trends, issues, week on week stats
General and individual responsibilities:
-Keeping up to date with the latest Lebara product news and updates
-Highlighting trends in Community topics
-Weekly reports on community health, activity, popular content, trends, issues, week on week stats.
-To consistently meet all individual and team targets
-Actively contribute in team meetings and share knowledge with colleagues to maximise knowledge retention within the projects
-Ability to work on own initiative and as part of a team
-Build an effective working relationship with key stakeholders
-On-call to handle serious service issues or moderation issues that require escalation
-Process management and improvement
-Aiding in the daily operational work of the community which will involve answering questions in a support capacity, moderation of users and content, making sure official content is up to date and helpful, interacting with the members on both a personal and professional level
Skills and Experience:
-Strong written language skills and copy writing skills required for the languages you are supporting, confident writing both proactive communications and engaging in live time written communications via social channels.
-Experience working in a fast paced environment with multiple stakeholders and dealing with a variety of customers and understanding their needs and differences.
-Experience in managing an online community in a professional capacity
-Experience working with social media platforms is a bonus
-Experience working within the telecoms industry is a bonus