Community Manager - Confused.com

Confused.com is recruiting for an experienced Community Manager who will be responsible for brand engagement on all social media platforms and be a shining example of a customer champion.

Reporting to the Social Media Manager, you’ll be an enthusiastic person who enjoys customer interactions and a fast-paced environment, and someone who uses creativity to solve problems and proactively delivers engaging content.

You’ll be an impeccable organiser and project manager as you juggle most incoming queries but also deliver valuable insight into customer pain points. You will be responsible for shifting Confused.com’s brand perception and establishing our clearly defined personality.

This role is ideal for an ambitious individual who loves all aspects of social media, who understands trends and subcultures and is always at the forefront of the latest developments.

The right candidate will be unflappable, incredibly organised and have a creative mind.

Main Duties:

• Respond to and resolve all customer queries on social media platforms in a timely manner
• Moderate comments and posts on Confused.com’s social media accounts
• Monitor customer sentiment of Confused.com on social media
• Actively engage customers on Twitter where appropriate with relevant content
• Implement community management workstreams and processes
• Engage in relevant communities online to report on valuable customer insight
• Manage social media crises and follow the crisis escalation process in and out of hours where required
• Develop social media platforms as part of Confused.com’s branding
• Work with teams across the business and external agencies to create engaging content that is always platform- and customer-first

Skills and Experience Required:

• Proven experience in customer service management or social media marketing
• Experience in using Facebook, Twitter and Instagram for business
• Excellent writing skills
• Strong analytical skills
• Content creation for social media, i.e. stories, videos, reels, photography, gifs
• Experience in using social tools such as Brandwatch, Hootsuite, Tweetdeck or Buffer
• Experience in Google Analytics preferred

About Confused.com

As the first ever price comparison site in the UK, we’ve been trailblazers in the industry and in the technology sector since we began. Yet our success is built on more than tech. We’ve developed a strong and vibrant culture, where people who enjoy doing what they do are constantly finding ways to do it even better. Our passion, our honest and open approach and our focus on collaboration mean that we were recently named the fourth best large marketing place to work by Campaign. So, come and join us! We look forward to your application.

Some of our benefits

• Discretionary cash bonus based on personal and business performance
• 28 days holiday, plus extra time for good health
• Group pension scheme
• Flexible working patterns
• Group Life Assurance
• Free gym membership
• Free fresh fruit
• Cycle to work scheme
• Season ticket loan scheme
• Staff discounts scheme
• Discounted insurance offers
• Discounted health care schemes

If you think this role is for you and would like to be considered for this opportunity, please click “apply now” to complete an online application form and attach your CV. If you have any questions please email recruitment@confused.com 

Please note, we are unable to accept CVs via email and from agencies