Community Manager

Contract Community Manager

Hybrid working schedule (3 days onsite; 2 days remote) We are looking for an experienced Community Manager to be responsible for building, growing, and managing an online community of users or customers by actively engaging with them across various digital platforms, fostering positive interactions, and facilitating communication with the brand, all while analyzing data to measure community engagement and identify areas for improvement. This role is critical in fostering positive relationships with our riders, building our online community, addressing inquiries in real time, and ensuring a seamless incident response strategy. The ideal candidate will be highly responsive, adept at crisis communications, and skilled at maintaining brand integrity across all digital touchpoints.

Community Monitoring & Engagement

• Monitor the social and digital media platforms, community inquiries, and press/media inquiries for community questions, feedback, and concerns.
• Respond promptly and professionally to inquiries, ensuring consistency in messaging and tone.
• Engage with users to foster brand trust, advocacy, and community growth.
• Escalate complex or high-risk incidents to the appropriate internal teams for resolution.
• Collaborate with the Rider Support team to ensure cohesion and consistency with our customers' and community inquiries.

Incident Communication & Reputation Management

• Support the development and execution of the incident communication processes in collaboration with other teams.
• Monitor emerging reputational risks and execute existing communication strategies to mitigate potential crises.
• Serve as the first point of contact for real-time incident tracking and escalation, ensuring swift response and alignment with the incident communication processes.
• Provide sentiment analysis and reporting on key trends, risks, and opportunities.

Coordination & Reporting

• Work closely with the Communications team to align messaging and maintain an up-to-date response strategy.
• Deliver regular reports on community engagement, emerging concerns, and actionable insights.
• Ensure all inquiries are logged, tracked, and analyzed to improve future engagement and incident response.

Qualifications:

• 6-8 years of experience in Community Management in a high-growth startup, mobility, tech, or consumer brand environment.
• Strong understanding of social media engagement, crisis communications, and incident management.
• Exceptional written and verbal communication skills with a customer-first approach.
• Ability to work flexible hours, including evenings and weekends, to ensure 24/7 coverage.
• Comfortable with high-speed decision-making and escalating critical issues when necessary.
• Background in Marketing, PR, or Customer Service is a plus.