Community Manager
Mews, Czech Republic

Mews is disrupting the hospitality industry with a cloud-based property management solution for hotels, hostels, apartments, and more. The Mews Hospitality Cloud acts as a central nervous system for properties of all sizes from small independent hotels to large group brands. Over 2,000 brands across 60 countries run their hotel operations, booking, payments, and guest management on Mews.

We are looking for a Community Manager to join our team at the HQ in Prague. The Community Manager is vitally important in forming a strong bond between the Community membership and the business. Has day-to-day contact with Community members ensuring the Community is running well, providing support and encouragement. They are also responsible for dealing with Abuse Reports and maintaining communication with members during any Community and/or service issues.

Responsibilities

• Create strategy and plan for launching Community for Mews' clients and partners
• Pre-select users as founding Community members, pre-populate relevant content and execute the launch of the Community Forum
• Responsible for the day-to-day running of a Community
• Reporting to the Support Manager on a regular basis, on Community sentiment, Community business requests, agreed KPIs
• Carrying out tasks assigned by the Customer Support Manager such as the 'Welcome' process, messaging newly joined members, searching for service issues and dealing with critical issues
• Handling member-generated Abuse Reports. Liaising with the Customer Support Manager on any resulting Policy Enforcement issues such as suspending a member
• Developing relationships with members to move them up the Ladder of Engagement
• Looking for and maintaining a relationship with Highly Engaged Members
• Building up and nurturing relationships with industry leaders and partner vendors
• Identifying different types of Mews Advocates and building a program to engage them to promote Mews (Hotel Tech Report, case studies, speaking events, etc.)
• Reviewing posts and searching out member skill-sets and recording them in the members profiles
• Driving engagement among the Community members
• Actively seeking potential project ideas, finding possible contributors amongst Community members, proposing projects to Customer Support Manager
• Liaising with the business on Community sentiment and acting as a ‘sounding board’ for future business decisions.
• Monitoring the sentiment of the Community
• Leading the selection of Super-Users
• Regular posting on the Community boards
• Working in close relationship with Marketing team, Knowledge Management team, Customer Support and Success teams, Marketplace and Product teams, and providing regular feedback based on Community discussions and raised issues.

• Forum monitoring sentiment, issue specific, business requests
• Discussion posting and management (depending on service/product launches/issues of the week). Includes general posting as well as specific discussion (e.g. pre-prepared content).
• User Generated Content Management (Collaboration Projects)

• Community / Highly Engaged Member engagement
• Positive reinforcement
• Issue management
• Project work
• Discussion support
• Super-User engagement

• Abuse reports
• Daily tasks
• Polls, Off-topic content, etc.

• Escalating and mediating extreme, technical or account based forum queries
• Service issue management

• Regular Team Meetings on company level
• User data creation, admin and maintenance
• Process Documentation
• Workload Reporting
• Database improvement / community reporting
• Community Behavior and Analysis
• Ideas amp; Knowledge Base Suggestions
• Blogging and Content (internal and community)
• Community Creative Content and Projects (community only)

Requirements

Benefits

Job Rewards and Benefits