Community Manager

This organisation is one of Europe's leading financial institutions, with a strong international presence across more than 65 countries.

Role Summary

The Community Manager will lead the delivery and evolution of a tailored customer engagement program to create exceptional experiences for occupiers and establish the site as a dynamic, welcoming place to live and work. This role is responsible for developing a strong sense of community within the building(s), connecting occupiers with one another and the wider local area. Working in close collaboration with the customer experience division and marketing team, the role will oversee the implementation of engagement strategies, community initiatives, and placemaking activities.

Key Responsibilities

• Foster proactive, two-way relationships with occupiers.
• Engage regularly with key representatives from all on-site businesses to understand their goals and needs.
• Create and maintain a quarterly relationship management plan, reviewed monthly with senior site leadership.
• Establish and run occupier panels to involve customers in shaping site services and offerings.

Community & Placemaking Strategy

• Design and execute a holistic placemaking strategy, including retail activations, events, wellbeing initiatives, and charitable partnerships.
• Ensure alignment with the site's Environmental, Social, and Governance (ESG) goals and collaborate with related internal workstreams.
• Coordinate with internal teams for campaign execution and event delivery.

Digital & Social Media

• Manage the site's presence across Instagram, Facebook, X (formerly Twitter), and other relevant platforms.
• Create, curate, and publish content, including imagery and video, to enhance community visibility.
• Use digital platforms to support and extend the reach of community and engagement activities.

Customer Feedback & Reporting

• Conduct regular surveys and feedback programs to inform and adapt strategies.
• Monitor satisfaction levels and produce data-driven reports to support service development.
• Ensure customer-centric improvements are implemented based on insights gathered.

Local Partnerships

• Build and maintain partnerships with local stakeholders, including retailers, authorities, charities, and educational institutions.
• Leverage these relationships to deliver unique experiences and community value.

Budget & ROI

• Manage and report on budgets for events and initiatives.
• Track and evaluate the impact and ROI of community engagement strategies.

Technology & Innovation

• Leverage technology to drive efficiency and enhance service delivery.
• Support sustainability goals by helping roll out new tech solutions at the site.

Operational Duties

• Lead the creation and execution of an annual engagement plan, incorporating content, partnerships, and in-person outreach.
• Ensure all events and activations are delivered in line with Service Level Agreements (SLAs).
• Complete all administrative responsibilities in a timely and accurate manner.
• Support implementation of broader organizational initiatives at the site level.
• Collaborate across departments and promote cross-training opportunities.

Qualifications

• University degree or equivalent professional experience.

Experience & Skills

• Excellent interpersonal and communication skills.
• Experience in cold outreach and relationship-building.
• Experience in retail or managing retail relationships preferred.
• Understanding of wellbeing program delivery.
• Demonstrated passion for customer experience.
• Proven project management and event planning capabilities.
• Creative and strategic thinker with commercial awareness.
• Tech-savvy, with a focus on innovation and operational efficiency.

This role comes with excellent benefits