Community Manager

Community Manager We're looking for a creative, people-focused candidate with excellent communication skills to join our team, working alongside our Product and Marketing teams to grow and manage an online community support network for struggling sleepers. You'll be responsible for creating a strong line of communication between Kokoon and our members, working with our team of designers, writers, content producers and sleep scientists to share best in class sleep expertise to engage, inspire and support our community with the tools and reassurance they need for better sleep. About Kokoon Kokoon are an award winning, venture capital backed, digital health technology company based in London. Our mission is simple: to transform the experience of sleep and help the world sleep better, naturally. Kokoon was founded with the belief that science and technology can unlock the full potential of sleep to help us live more productive, happier and healthier lives. In our hyper-connected, over stimulated world we've seen poor sleep and mental health grow to become one of the largest hidden health crises of our generation, recently compounded by the isolation of the global pandemic. Whilst sleep clinics provide fantastic, valuable support for the most chronic issues it's our mission at Kokoon to make this science accessible to the wider population in a more convenient, more enjoyable manner. Kokoon have seen strong early sales with over £6m in revenue and a userbase of over 40,000 customers. 2021 sees the company launching subscriptions and B2B sales to complement our consumer sales. We recently announced our latest device - Nightbuds - which is launching in May and has already pre-sold to over 10,000 customers. Nightbuds are headphones designed specifically with sleep in mind. Using biometric sensors within the headphones, Nightbuds work together with our app to monitor sleep improvements, provide personalised recommendations for sleep improvements, and adapt audio to the wearer's sleeping state. The Role The Community Manager will be resolutely user-focused, providing reassurance, guidance and resource to help drive positive sleep outcomes. The will be responsible for driving increased engagement levels on online channels (predominantly Facebook and email) as well as supporting the utilisation of strategic channels such as Spotify and YouTube. You will support on the front lines of customer engagement, working with our support teams to understand user pain points and sharing the experiences of our target persona and customers with marketing and product functions. You will exercise customer empathy to both support our customers in their immediate challenges, and convert this customer understanding into new suggestions and ideas for the business to support struggling sleepers. You will be a source of creative ideas on community engagement, working closely with our marketing and content production functions to generate campaigns for online conversation, events, and sleep support initiatives. Responsibilities: Create online community channels Co-ordinate with Marketing and Operations teams to produce ideas for engaging content, and support in content distribution (written, video, audio). Respond to comments customer queries (with the support of our Product Manager and Sleep Scientist) in a reassuring, credible manner. Set and implement social media and communication campaigns which align with our product strategy. Understand the customer and the evolving market. Identify how best to reach, communicate and build lasting relationships with our customers delivering the value of Kokoon outside of the core product. Support Operations and Customer Success teams by identifying key customer pain points, responding to queries with guidance and advice, and representing the voice of the customer for content and feature recommendations to the business Monitor and report on feedback and online reviews, alongside using online social listening tools. A Bit About You The ideal candidate is creative and resourceful, with the ability to work well across multiple projects simultaneously. You will be a true team player, with a skill for working collaboratively in a team environment regardless of your location. You will have a proven ability to deliver consistently to deadlines, and not be afraid to roll up your sleeves and hit the ground running You'll have an affinity for the customer and have worked in and around a social or marketing role in helping to build a brand presence online. You'll have worked in customer facing roles before and well versed in managing everyone in a friendly and positive manner. You'll have excellent communication skills, a strong sense of empathy and passion for people - within this role, you have the opportunity to make a positive impact in real people's lives. You'll have an excellent work ethic and able to take pleasure and pride from achievements and outcomes you deliver. You'll have a desire to make a difference building a household brand delivering a positive benefit to humanity's health and wellness. Experience Excellent verbal and written communication skills Experience in launching community initiatives (eg. Building forums, customer support, newsletters or events). Experience in a customer facing role with experience of dealing with tricky customers in a positive manner Experience in social media management, with a good grasp of campaign execution, tackling and reporting metrics. Understanding of online and marketing channels (Optional: business, communications, English degree or equivalent is an added bonus). Ability to interpret both quantitative and qualitative data to make decisions and iterate upon ideas. You'll be used to getting hands on, rolling up your sleeves and trying new ideas. You're not fazed by a startup environment and can bring limitless enthusiasm to the work your produce and the people who work alongside you. The outstanding people of Kokoon are the core of our business. We believe in making it a great inspiring place to work where efficiency, enjoyment and results are valued on our mission to unlock better sleep for the world. Location: Flexible working - our office is based in Bermondsey, London. However, this role can be conducted remotely with working encouraged wherever is most effective. We have a multicultural team based in various locations, but do enjoy coming together for team socials and merriment. Benefits:
• Salary of £24,000 per annum
• Meaningful EMI equity options so that you can share in Kokoon's success
• Working within a fun, dynamic and motivated team
• 25 days holiday per annum
• Pension

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