Bulbshare Head Of Community and Operations

Remote

About the company:

We’re on a mission to solve the world's biggest social and commercial challenges through the power of customer collaboration. Our leading-edge technology and world-class teams help some of the most iconic brands in the world (LEGO, Nestlé, L’Oréal, Samsung) by creating unique online communities that collaborate and provide real-time insights, ideas and content. These customer-led insights fuel new ideas for products, marketing campaigns, content creation and much, much more. As Bulbshare rapidly accelerates its growth, we are looking for an exceptional Head Of Community and Operations to join our team and contribute to our mission.

Your role:

Recruitment – Develop personalised recruitment plans for customers based on recruitment needs and budgets. Including consumers, customers, tastemakers, influencers, and bespoke recruitment.
Engagement – ensuring community members remain active and engaged with our content and are regularly logging into the platform as frequently as can be achieved.
Purpose – foster a sense of belonging between members and find meaningful ways to bring them together, resulting in increased retention/app engagement.
Content – work collaboratively with our internal content team to develop and a robust community content strategy ensuring accuracy and relevancy.
Experience – own the experience, delivery, and management of all elements within the community lifecycle. Have a pulse on our community and serve as their voice in our team. Owning our community product roadmap, giving key recommendations for driving experience forward.
Satisfaction – ensuring that community members are satisfied with the experience and that tickets to service desk remain as low as possible
Quality – quality score/check community members, ensuring we have the best possible target audience available for our customer to engage with.
Project delivery – you will be responsible for management of all our customer projects including research, co-creation workshops, User generated content, ratings & reviews. Ensuring there are community members available to fulfil these projects efficiently and to a high quality.
Data & Reporting – Develop and own a suite of reports to enable the entire organisation to understand the dynamics of the community, and, how Bulbshare activity impacts on the behaviour of community members.
Enrichment – constantly enrich our understanding of the community by constantly evolving the data points we have on community members
Team Management: Working across departments, and managing internal teams & stakeholders, being able to multi-task and operate across client. You will lead a team of CRM, marketing, and operational team members to achieve your goals.
Senior Leadership Team – you will serve on our SLT, advising internal and external stakeholders on the best methods to recruit and engage new and current communities.

Key responsibilities:

As Head Of Community and Operations, your key responsibilities will include:

Recruitment – Develop personalised recruitment plans for customers based on recruitment needs and budgets. Including consumers, customers, tastemakers, influencers, and bespoke recruitment.
Engagement – ensuring community members remain active and engaged with our content and are regularly logging into the platform as frequently as can be achieved.
Purpose – foster a sense of belonging between members and find meaningful ways to bring them together, resulting in increased retention/app engagement.
Content – work collaboratively with our internal content team to develop and a robust community content strategy ensuring accuracy and relevancy.
Experience – own the experience, delivery, and management of all elements within the community lifecycle. Have a pulse on our community and serve as their voice in our team. Owning our community product roadmap, giving key recommendations for driving experience forward.
Satisfaction – ensuring that community members are satisfied with the experience and that tickets to service desk remain as low as possible
Quality – quality score/check community members, ensuring we have the best possible target audience available for our customer to engage with.
Project delivery – you will be responsible for management of all our customer projects including research, co-creation workshops, User generated content, ratings & reviews. Ensuring there are community members available to fulfil these projects efficiently and to a high quality.
Data & Reporting – Develop and own a suite of reports to enable the entire organisation to understand the dynamics of the community, and, how Bulbshare activity impacts on the behaviour of community members.
Enrichment – constantly enrich our understanding of the community by constantly evolving the data points we have on community members
Team Management: Working across departments, and managing internal teams & stakeholders, being able to multi-task and operate across client. You will lead a team of CRM, marketing, and operational team members to achieve your goals.
Senior Leadership Team – you will serve on our SLT, advising internal and external stakeholders on the best methods to recruit and engage new and current communities.

What we are looking for:

Strong background in customer acquisition, re-engagement, and retention strategies.
Experience of direct, digital and performance marketing
Experience in digital marketing platforms, CRM automation and campaign management for App downloads
Understanding of product & tech experience
Degree educated in Marketing or similar
A confident and articulate communicator capable of inspiring strong collaboration in an organization
An understanding of the importance and principles of customers, reporting, campaigns, and analysis planning within a marketing and commercial environment
Highly numerate, an analytical background with good understanding of customer and marketing/ digital principles / Business Reporting Skills, driven by KPIs & Goal oriented
CRM Automation Experience
Genuinely self-motivated, self-starter with a positive problem-solving mindset (this is essential).
Ability to translate complicated results data insights into easily digestible business opportunities and metrics through effective presentations
A hands-on start-up mentality and entrepreneurial spirit and the ambition to join a fast-growing company and make an impact

What’s in it for you:

An opportunity to join a well-funded, fast-growing innovator, with an enviable client list
An inclusive, collaborative, and fun company culture
Flexible location – work remotely or from our offices in London Bridge
Competitive salary dependent on experience plus attractive commission
Enhanced holiday allowance – 30 days per year plus public holidays
Benefits package including health/dental cover, pension, and regular team building
Potential to participate in share options scheme after 1 year of service

Don’t worry if you don’t meet all the above qualifications, we are constantly developing and value talent and interest over specific experience!

You’ll also enjoy…

Flexible location – work remotely or from our offices in London Bridge and Cape Town
30 days holiday excluding bank holidays and Christmas
Potential for flexible hours
Health Cash Plan
Pension
Training allowance for personal and professional development
Other company perks include team socials, regular team events

Contact:

To apply, please send your CV and cover letter to [email protected] with the subject 'Head Of Community and Operations Application'.