Building strong relationships with our highest value members; and protecting our brand reputation online is crucial to the success of Pollen.
Forging deeper bonds with our high value members ensures they become our loudest advocates, leads to increased customer-lifetime-value and keeps them at the heart of everything we do. The relationships we hold with this community are the foundations that Pollen was built on, where word-of-mouth is our most powerful tool.
For Pollen to increase its brand equity, future customers need to see clearly that we are credible and that they can trust us. Every online interaction gives us this opportunity to increase our equity, particularly via social platforms and review sites. Engaging in online conversations, both proactively and reactively, will help gain trust and credibility, as well as serving as an important support extension within the CX department.
As a Socials & Community Manager, your role will comprise of three key areas:
- Owning a portfolio of high value members
- Use our social listening tool to monitor/engage in conversations
- Manage brand engagement initiatives for high value members in-destination
In the first 6 months you will:
- Manage your own portfolio of high value members. You will provide concierge-type service and engage with them through new, creative initiatives to increase member satisfaction and customer-lifetime-value
- Seamlessly execute in-destination brand engagement initiatives at select experiences e.g. Pollen lounges, to provide our members with big memorable moments. You will also be on-hand to support the CX and Event Ops team on-the-ground. We want our experiences to make up 3 out of 5 memorable moments for our members
- Protect and enhance Pollen’s brand reputation by using social listening tools to monitor and respond to online conversations relevant to Pollen and its partners; aiming for an average response time of <15 mins
- Project manage frequent experiments aimed at moving the needle on key metrics like retention, purchase frequency, cross-pollination and satisfaction; and contribute to reports measuring their impact as we strive to perfect the formula for the ultimate experience
- Build strong cross-functional relationships across different supporting teams (CX, Growth, Client Success, Event Operations,, Product and CRM) to ensure information moves freely particularly member insight and being the voice-of-the-member
About our culture
- We are results focused so you can choose your own hours & take as much vacation as you need to drive results and perform at your best. Watch our CEO talk about our innovative culture.
- Read our CEO’s open letter about our focus on Belonging, and about the mission of our women’s programme Illuminate.
- Everyone is an equity owner in the company.
Pollen builds, curates, and delivers the best travel experiences using technology, a network of global partners, and a data-driven customer-led mindset – pairing world class entertainment with the world’s most exciting destinations.
Pollen brings you all the best experiences on pollen.co. We have two offerings: Pollen Presents and Pollen+. Pollen Presents curates experiences around your tastes and preferences you can’t find anywhere else. These experiences bring together music, sports, wellness and beyond to enable you and your friends to connect around one-of-a-kind itineraries in exciting destinations. Pollen+ always gets you more at music festivals and events when you book through us. Pollen+ partners with the biggest promoter brands and music festivals, including We Are FSTVL, Austin City Limits, Bonnaroo, C3, Electric Zoo, Live Nation and more.
Pollen was founded in 2014 by brothers Callum & Liam Negus-Fancey. Pollen is backed by prominent investors including Kindred, Northzone, Sienna Capital, Backed and Draper Spirit. Pollen has raised over $100 million in VC funding.
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