Community Manager

Summary

Join Go City as their part-time, permanent Community Manager for Online Brand Reputation! Based remotely on the U.S. East Coast, you will be responsible for developing and executing strategies to maintain and enhance Go City's online brand image. This role involves managing online communities, responding to customer feedback, and handling crisis management situations. You will collaborate with cross-functional teams to optimize online content and gather customer insights. The ideal candidate possesses a Bachelor's degree in a related field, at least three years of relevant experience, and exceptional communication skills. Go City offers a competitive salary, bonus scheme, 401k matching, enhanced vacation time, and various other benefits.

Requirements

• Bachelor’s degree in media, communications, public relations, marketing, entertainment or related field
• Experience working in these industries: travel and ecommerce with a B2C scope
• At least three years of relevant online reputation management experience, with a track record of achieving positive brand reputation results
• Strong understanding of the travel and tourism sectors
• Exceptional written and verbal communication skills
• Native or bilingual proficiency in English, proficiency of a second language is a plus
• A strategic, creative thinker with the ability to generate a flow of positive conversation in online communities
• Possess strong emotional intelligence with experience in collaborating with cross-functional teams of various cultures globally
• Ability to thrive in fast-paced environments, adapt to changing priorities, roll up one’s sleeves and get one’s hands dirty
• Proactive, excellent organizational and project management skills

Responsibilities

• Develop the overall brand reputation strategy for the business covering both B2B and B2C in collaboration with the Brand Marketing team
• Keep track of our review scores on various platforms, utilizing performance indicators to ensure compliance and brand consistency
• Build, grow, and manage Go City's online community and online reputation by engaging with message boards and forums relating to the Go City brand
• Represent our values and voice in all online community interactions
• Foster a friendly, helpful, and informative atmosphere aligning with Go City's brand
• Actively engage with community members on sites like Trust Pilot, Reddit, Quora, and TripAdvisor and more to respond to comments, questions, and feedback
• Be a strategic thinker with experience formulating multi-faceted communications plans, recommending optimal channel usage, timing and cadence of communications
• Create and share relevant content that resonates with the community, sparking discussions and keeping people engaged
• Analyze online statistics and overall trends and subsets by site, rating, and keyword to identify ongoing trends and potential mitigation solutions
• Foster a safe and inclusive environment within the community
• Compile weekly, monthly, quarterly, and annual media reports
• Moderate posts that mention our products, managing conflict and directing customers to the Customer Care team when appropriate
• Develop and implement a crisis management plan for handling brand reputation issues on forums
• Establish policies, procedures, standards, and systems to avoid navigate crisis situations in the event they arise
• Plan and implement responses to online reputation concerns and threats
• Act quickly to mitigate any damage by addressing concerns transparently and constructively
• Monitor brand mentions and share trending topics as well as reports with key stakeholders, escalating any issues in real time
• Work with the CRM team to encourage, collect, and manage reviews from existing customers
• Work with the Customer Care team to ensure customers experience a seamless pre and post purchase journey
• Work with the Search team to ensure responses and posts are keyword-rich and provide value, driving organic traffic to Go City’s website
• Work with the Paid Media team to ensure platform specific messaging, creative, and targeting is used in campaigns
• Work with the Destination Team to compile localized information that would be helpful to the community such as tips, tricks, recommendations, etc
• Work with the Connectivity and Content Teams to ensure information and instructions for attraction reservations are clear and up to date
• Work with the PR and Social teams, showcasing customers’ real-life positive sightseeing experiences

Benefits

• Competitive market rate salary
• Discretionary bonus scheme
• Company matching 401k plan
• Enhanced vacation time
• Floating public holiday (three per year)
• Annual Explorer Pass Allowance
• Enhanced Parental Leave
• Dedicated time for personal professional development each month
• Personal learning budget
• Access to Mental Health First Aiders
• Ability to purchase five days of extra vacation time each year
• Employee Assistance Program (EAP)
• Health & Dental Insurance
• Health Reimbursement Account (HRA)
• Life & Disability Insurance
• Flexible Spending Accounts
• Work from Anywhere for up to four weeks per year