Job title: Community Manager
Job type: Permanent
Emp type: Full-time
Industry: Retail
Expertise: Sales & Marketing
Skills: Communication Customer Relationship Management (CRM) Marketing Social Media Customer-focused Service Community Management Instagram Social Media Communications Influencer Marketing Customer Experience
Location: Sydney
Job published: 2020-02-14
Job ID: 35741

Job Description

Koala’s mission is to become the smartest way to buy high-quality furniture online. Combining customer-centric products, a world-class technology and fulfillment platform, and incredible customer service, we are changing the way people buy and enjoy furniture.

 

We are looking for a Social Media & Community Manager to work at our Alexandria head office. Successful applicants will have a passion for crafting exceptional content, their finger on the pulse when it comes to all things social and experience managing a large online community.

 

Responsibilities 

  • Manage all aspects of Koala’s social accounts, including content creation, scheduling, post monitoring, and reporting.
  • Respond to audience comments and handle customer queries/complaints in a timely manner.
  • Work with our customer service team to effectively handle any customer complaints/product related issues.
  • Develop a social media content calendar that aligns with Koala’s strategic priorities
  • Craft engaging social media content for use across all platforms
  • Manage online review platforms by analyzing, responding and publishing reviews
  • Seizing opportunities to Surprise & Delight our customers
  • Monitor and report on feedback and online reviews
  • Coordinate with Marketing and Communications teams to ensure brand consistency
  • Build relationships with customers, potential customers and anyone engaging with us on social media and online review platforms
  • Forwarding all influencer proposals to the Head of Growth and all brand partnerships to the Events & Partnerships Manager

Requirements

  • Have at least 2 years’ experience working in a similar role, with demonstrated ability to create engaging social media content and manage a large and passionate online community. 
  • Good knowledge of social media platforms (Facebook, Twitter, Instagram, YouTube, TikTok) and online review websites (Yotpo, productreview) is necessary
  • Well developed written communication skills
  • Fun, tongue in cheek attitude
  • Customer-focused and adapt to different personality types
  • Demonstrate a pleasant “can do” attitude
  • Ability to understand and use technology to solve problems
  • Ability to communicate technical details in layman's terms
  • Working knowledge of Facebook page management, and advertising tools
  • Working knowledge of Product Review, Yotpo, and Shopify
  • Excellent organisational skills
  • A positive attitude and “people person” is a must for Koala

Capabilities 

  • The customer is at the heart of decisions
  • Acts with honesty, integrity and ethics in everything they do
  • Brings good vibes to the people around them
  • Relentless focus on the end game
  • Delivers with entrepreneurial mindset
  • Naturally curious
  • Thinks forward, reflects back
  • Ambitious but never arrogant
  • Lives the values of Koala
  • Rides through change like a boss
  • Creates success proactively

Benefits

  • Casual Friday everyday!
  • Free products for staff and discounts for family & friends
  • Fully stocked kitchen in ultra-modern office
  • Regular sports and social events
  • Opportunity to be part of rapid growth plans
  • Working with a small team – gaining massive exposure!
  • Personal growth and learning opportunities
  • Working in an ethical organisation that genuinely gives back
  • Ethical organisation that genuinely gives back