In this role you will be the first point of contact and be responsible for supporting, caring, and listening to our growing community of online students, ultimately acting as the voice of our brand. You will manage all community communications and have a heart to serve, love building community, are passionate about personal development and being a cheerleader, for our students and team.
We specialize in luxury destination weddings and editorials across the globe. We work with professionals at the top of our industry serving elite (sometimes celebrity) clients. Privacy is paramount to our clients, as is professionalism, discretion, and signing non-disclosure agreements. In addition to our wedding work, we also have two fine art print shops selling artwork to interior designers and to discerning clients. Lastly, we are also expanding into education for photographers and will be launching online several times per year.
Our finished products look glamorous and anyone who works in luxury products/services knows that there is an incredible amount of hard work that happens behind-the-scenes to create that effortless, magical, end result. You will be an integral part of the behind-the-scenes team.
~ Are a high-energy, organized and experienced community builder who loves to interact with people and build relationships.
~ Enjoy social media and love to scroll through your favorite groups and pages, commenting on and liking posts in your spare time.
~ Have an inquisitive mind and enjoy listening to podcasts and/or reading business and marketing books.
~ Believe customer service is the backbone of every business.
~ Are eager to seek out solutions and passionate about learning.
~ Are able to navigate tight deadlines, and sticky situations with grace.
~ Take ownership and pride in your work, embrace new challenges, are able to quickly adapt to changes on-the-fly, and create organization and simplicity out of even the most chaotic circumstances.
~ Are honest and direct, yet diplomatic, and have an all-hands-on-deck mentality.
~ Are a proactive thinker, always thinking a few steps ahead and are able to catch potential issues before they become problems.
~ Oversee the email@example.com inbox and be the first point of contact for our students and prospective students while ensuring that all inquiries (or issues) are responded to (or resolved) in a timely manner and with great care.
~ Build relationships with students, and industry professionals, and help build relationships with media and influencers through strategic communication efforts via social media and email.
~ Identify ways to surprise, delight, and serve our community through relationship building, and soliciting and analyzing feedback from students.
~ Assist the Content Manager with:
~ Stay up-to-date with digital technology trends in community building and course delivery.
~ Monitor, track, and report on feedback from our students and audience in general, paying close attention to online reviews, ensuring responses are provided and that action items/areas for improvement are noted and shared with the team.
~ Handle, and maintain the process around, onboarding new students.
~ Managing the chat bot, answering FAQs in email, and on webinars during launches.
~ Help inform the development, creation, and delivery of new course content by gathering and reporting on feedback from our community.
~ Work closely with our Project Manager to oversee and implement an affiliate program.
~ Oversee, manage, and report on all our social media channels; ensuring all messages and comments are responded to, that content is being posted regularly, and working to maintain a high level of engagement with our audience. This includes:
~ Develop systems and reports to measure engagement and provide feedback and suggestions on how to manage engagement and improve engagement across all channels.
~ Ensure all community post are answered and comments acknowledge in a timely manner.
~ Develop a process for soliciting, documenting, sharing reviews, feedback, and testimonials with the team for use in marketing and as a way to inform future content development initiatives.
~ Support the team in planning launch goals.
~ Identify and implement processes to:
~ Help create brand advocates by engaging with our star students and encouraging them to share their wins and journey.
~ Help plan, set up, and maintain an ambassador program.
~ Ensure the percent of refunds and dissatisfied customers declines or remains stable continuously.
~ Increase the student completion rate in the program.
~ Increase engagement with our community.
To be the successful applicant you must:
~ Have a heart to serve, love communicating and building community.
~ Be able to collaborate effectively with key members of the team such as the founder, managing partner, project manager, etc.
~ Have 2 years experience in planning and leading community initiatives,
~ Be extremely detail oriented and organized, and be able to identify and track relevant community KPIs,
~ Have hands on experience with social media management,
~ Be able to interpret website traffic,
~ Have some knowledge of online marketing
~ Have excellent verbal communication, writing, and interpersonal and presentation skills
~ Be familiar with Google Suite, Dropbox, Facebook, Instagram, Pinterest, Canva, and Asana (or similar project management tool)
It is preferred that the successful applicant:
~ Be familiar with Typeform, Kajabi, Slack (Bonus if you know Photoshop or InDesign)
~ Have previous experience working in the wedding industry
This job description is not all-inclusive and certain activities, duties or responsibilities may be required of the employee as needed.
~ The terms “lead magnet”, “opt-in page”, “sales page”, “email marketing processes”, “webinars”, “social media marketing” are brand new to you.
~ Don’t enjoy fast paced environments and are unable to work a flexible schedule.
Please send a brief intro (a video recording is greatly encouraged), your resume to firstname.lastname@example.org with the subject line: COMMUNITY MANAGER