Community Manager

Go City Ltd • Part-time • Remote • 1d ago

Let us introduce ourselves

Go City is transforming the way people see and experience the world’s greatest destinations. We give our customers total flexibility to choose the experiences, tours and activities they want to visit at incredible savings.

Backed by highly successful Private Equity firm Exponent and headquartered in Covent Garden, London the business is highly profitable with 3+ million customers globally. We have ambitious plans to leverage these capabilities to drive the business’ continued growth. Go City is excited for like-minded, problem-solving individuals to join the team and make their mark on our future.

We listen to our customers, our partners and our team, to help improve our business every day. And that’s where you come in! For more information and to explore at our products, visit www.gocity.com

About the role

Title: Community Manager, Online Brand Reputation

Status: Part-Time, Permanent

Hours: 8 a.m. to 4:30 p.m. ET Monday through Thursday

Location: U.S. East Coast (Remote) – Connecticut, Florida, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania, or Tennessee

Base Salary: $48,000 to $52,000 USD

Reports to: Public Relations Director

Summary of the role and what our team is up to:

We are seeking a talented and strategic Community Manager based on the East Coast of the U.S. who can be the guardian of our brand’s online image. From addressing customer feedback to replying to reviews, your skills will ensure positive reputation and maintain trust with our audiences and customers. You must be well-versed with the latest trends and tactics in online reputation management and marketing as you’ll be responsible for executing comprehensive campaigns to maintain, enhance and protect Go City’s brand online presence.

What will you be responsible for/helping us to do?

Brand Reputation:

· Develop the overall brand reputation strategy for the business covering both B2B and B2C in collaboration with the Brand Marketing team.

· Responsible for keeping track of our review scores on various platforms, utilizing performance indicators to ensure compliance and brand consistency.

· Success can be measured by customer NPS scores, improved ratings on review sites, various brand trackers and overall conversions.

Community Management:

· 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.

· 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.

Crisis Management:

· 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.

Cross Functional Collaborations:

· Encourage and manage reviews:

Work with the CRM team to encourage, collect, and manage reviews from existing customers.

· Escalate pre- and post-trip issues:

Work with the Customer Care team to ensure customers experience a seamless pre and post purchase journey

· Optimize forum content for search engines and campaigns:

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.

· Gather feedback from the community to assist with product development and service improvements:

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.

· Obtain unique story ideas from customers' experiences:

Work with the PR and Social teams, showcasing customers’ real-life positive sightseeing experiences.

What skills do you have that are essential in this role?

· 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.

As you can see, this role covers a wide range of responsibilities, but we know that our People are more than just their job description. We are a team here at Go City which means there will be plenty of opportunities to stretch your thinking, expand your knowledge and make a contribution to the wider business not reflected here.

We support a culture where Health and Safety, Wellbeing and Personal Data at work are important. We are all adults, which means we expect the same in return. Each of us plays our part looking out for ourselves, each other, our Partners and our customers every day.

The all-important perks:

· 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