Community Manager (Prague)

Can you help us change the world?

Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.
We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? If you’re a Community Manager, keep reading and tumble down the Mews rabbit hole...

About the role

First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it down to a job description (which we do, because this is a job description), it would be this: We are looking for a Community Manager to join our team at our HQ in Prague. The Community Manager is vitally important in forming a strong bond between the Community membership and the business. Has day-to-day contact with Community members ensuring the Community is running well, providing support and encouragement. They are also responsible for dealing with Abuse Reports and maintaining communication with members during any Community and/or service issues.

Your mission, should you choose to accept it:

• Create strategy and plan for launching Community for Mews' clients and partners
• Pre-select users as founding Community members, pre-populate relevant content and execute the launch of the Community Forum
• Responsible for the day-to-day running of a Community
• Reporting to the Support Manager on a regular basis, on Community sentiment, Community business requests, agreed KPIs
• Carrying out tasks assigned by the Customer Support Manager such as the 'Welcome' process, messaging newly joined members, searching for service issues and dealing with critical issues
• Handling member-generated Abuse Reports. Liaising with the Customer Support Manager on any resulting Policy Enforcement issues such as suspending a member
• Developing relationships with members to move them up the Ladder of Engagement
• Looking for and maintaining a relationship with Highly Engaged Members and vendors.
• Identifying different types of Mews Advocates and building a program to engage them to promote Mews (Hotel Tech Report, case studies, speaking events, etc.)
• Reviewing posts and searching out member skill-sets and recording them in the members profiles
• Driving engagement among the Community members
• Actively seeking potential project ideas, finding possible contributors amongst Community members, proposing projects to Customer Support Manager
• Liaising with the business on Community sentiment and acting as a ‘sounding board’ for future business decisions.
• Monitoring the sentiment of the Community and leading the selection of Super-Users. Regular posting on the Community boards
• Working in close relationship with Marketing team, Knowledge Management team, Customer Support and Success teams, Marketplace and Product teams, and providing regular feedback based on Community discussions and raised issues.
Forum Community:Forums: Active Discussion Management and Monitoring
• Forum monitoring – sentiment, issue specific, business requests
• Discussion posting and management (depending on service/product launches/issues of the week). Includes general posting as well as specific discussion (e.g. pre-prepared content).
• User Generated Content Management (Collaboration Projects)

Benefits

What’s in it for you?
Did you know that Mews was voted the Best Place to Work in Hotel Tech in 2021? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:
• Company shares
• Unlimited holiday (no, this is not a typo)
• Health and wellness plans
• Flexible Benefits via Ben Platform
• Remote/flexible working
• Regular team events, socials and a legendary annual company gathering, Mews Con (the only con that’s actually a pro)

Who is Mews?
We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. We were founded in 2012 by a team of former hoteliers, and since then we’ve been transforming hospitality for both hotel staff and guests.
Essentially, Mews is a powerful software platform that acts as a central nervous system for hotels, hostels, apartments and more. We use smart tech and automation to make day-to-day operations easier for hoteliers, so they can focus on the thing that really matters: providing remarkable guest experiences.
More than 2,000 properties across 60+ countries are powered by Mews, with more joining every week. Bookings, payments, operations, guest management – everything a hotel needs to operate can be done through our solution. We work with some amazing hotels, including Sage Hospitality Group, Machefert Group, The Student Hotel, and Tsogo Sun Hotels.

Life at Mews
That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.