Growth & Community Manager

Our client is a leading travel-tech company that makes road trips easy and accessible. Operating across Europe and beyond, they offers flexible campervan rentals and subscriptions, helping people explore the world freely and comfortably.

They’re looking for a Growth & Community Specialist to lead the company’s online reputation and community engagement efforts. This is a strategic role, ideal for someone experienced in managing brand presence and reputation across high-volume review and social platforms. You’ll shape a positive brand image, handle crisis management, and develop scalable, automated processes to improve efficiency and engagement.

Key Responsibilities:

• Community Engagement: Oversee the company’s presence and interactions on Reddit, Google Business Profile, Trustpilot, TripAdvisor, X/Instagram, and other traveler-focused platforms.
• Crisis Management: Coordinate with the Customer Excellence team to resolve escalated issues at their source, maintaining a consistent and professional brand voice across all regions.
• Process Automation: Develop scalable, automated workflows to enhance efficiency and engagement, ensuring fast, consistent responses to public comments and reviews through structured playbooks and tools.
• Customer Advocacy & Reputation Management: Represent the company externally while monitoring and improving global reputation metrics (ratings and sentiment). Identify key drivers, set quarterly targets, and implement initiatives to strengthen brand trust and overall customer perception.
• Content Creation: Publish informative and trust-building materials such as blog posts, tutorials, AMAs, and guest contributions to highlight transparency and expertise.
• Insight & Analysis: Build dashboards that combine feedback, social listening, and support data to provide actionable weekly insights to Growth, Product, and Operations teams.
• Advocacy Programs: Launch and manage influencer, user-generated content, and ambassador campaigns to share authentic positive stories.

What You Bring:

• Experience: Proven experience in leading community management or online reputation programs for fast-growing consumer tech or marketplace brands. Experience in scaling environments is highly valued.
• Skills: Strong analytical thinking, the ability to collaborate across teams such as Customer Excellence, Growth, Product, and Ops, and a proactive, project-owner mindset.
• Reputation Improvement: Proven success in boosting ratings and sentiment across Reddit, Google Business Profile, Trustpilot, TripAdvisor, and multi-channel social platforms.
• Tools & Automation: Hands-on experience with social listening and workflow automation platforms (e.g., Sprout Social, Hootsuite, n8n, Zapier) to streamline monitoring and processes. Comfortable with SQL and data visualisation tools like Looker or Metabase to build self-service dashboards.
• Crisis Management: Demonstrated ability to handle crisis and maintain a consistent brand voice across global teams.
• Leadership: Experience setting KPIs, mentoring team members, and fostering a high-performance, feedback-driven culture.
• Content & SEO Knowledge: Basic understanding of SEO and content marketing to enhance the reach of trust-building content.
• Communication: Fluent written and verbal communication in English; additional European languages are a plus.

Why Apply Now?
They are a leading travel-tech company revolutionising the way people explore the world. It’s the perfect place for those who want to join a fast-growing, high-energy organisation with big goals, a dynamic environment, and plenty of room to make an impact.

Are you ready to take the next step in your career? Send your CV to ari.kilab@robertwalters.com