Community Manager

Role overview:

Community Manager
London
Currys London Campus at Waterloo
Permanent
Full Time
Grade 4

We’re iD Mobile, one of the UK’s leading mobile virtual network operators. We launched in May 2015 and have over 2.6 million Pay Monthly subscribers. We’re pretty sure our success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.

iD Mobile is an exciting place to work. We’re a relatively young and dynamic start-up, and we value innovation, imagination, and creativity. If you’ve got a great idea, we’ll help you run with it. We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups, though, because we’re part of Currys PLC, Europe's leading electrical and mobile retailer. So, while iD Mobile has only been going for a few years, we’re part of a much bigger family.

As iD Mobile's Community Manager, you will manage our Community platform to drive adoption and engagement amongst our customer base. You will define the product roadmap, engage with customers, lead on help and support, produce content and monthly newsletters, and work with internal stakeholders and suppliers to deliver an overall Community strategy. You will understand how our customers think and behave and engage them to achieve iD Mobile's strategic objectives.

Role overview:

As part of this role, you'll be responsible for:

• Manage iD Mobile’s Community platform, including the Community and knowledgebase (Help Hub) on community.idmobile.co.uk; promote it as a first port of call for self-service for customers and prospective customers
• Define the Community strategy and roadmap - identify, business case, plan, prioritise and deliver new initiatives end-to-end from inception to launch
• Drive customer adoption and engagement through innovative campaigns, monthly newsletters and initiatives, and identify new ways to increase awareness and understanding of the Community
• Encourage peer-to-peer engagement and build strong relationships with Community super users.
• Manage help and support content across the platform - working with copywriters to create engaging content such as blogs and articles, and ensure articles are regularly updated and accurate
• Work closely with the Customer Interaction and Customer Experience teams to resolve customer pain-points and provide support
• Manage the relationship with the Community platform supplier
• Support incidents when needed, ensuring customers are kept updated with the latest information through the Community
• Report regularly on Community progress and performance, acting as the subject-matter expert for the Community across iD Mobile.

You will need:

• Previous experience working with a Community platform is a must
• Previous experience in a telecommunications organisation is desirable
• Ability to business case new initiatives and report on performance
• Comfortable leading initiatives from inception to launch
• Innovative thinker with strong communication skills
• Good understanding of delivering help & support content
• Experience creating and documenting customer journeys.

We know our people are the secret to our success. That’s why we’re always looking for ways to reward great work. You’ll find a host of benefits designed to work for you, including:

• Holiday benefits - 25 days of annual leave (plus bank holiday entitlement)
• Private medical insurance
• Life Assurance
• Competitive pension scheme
• Access to discretionary bonus
• Hybrid working; our primary Currys Campus is at Waterloo (WeWork)

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.