Customer Experience and Service

Community Management Specialist

Cologne, Germany

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Community Management Specialist

Let us describe the challenge we offer

We have an exciting opportunity at Polestar Automotive Germany GmbH for someone who thrives in a fast-paced, exciting, and challenging scale-up organisation. As we scale up our Customer Experience operations, we are now seeking a Community Management Specialist to join the German Polestar team. This is a key role encompassing CRM and Customer Care the Marketing and Customer Experience responsible in the German market, who are jointly responsible for providing hands-on support to our very engaging German community of fans and owners.   

The Polestar Marketing & CRM team works proactively and reactively by engaging with our community in a timely, personalized, Polestar way; by responding and interacting with information and driving positive energy to make sure that our community of fans, followers and customers is seen and appreciated, every day, along their journey with Polestar. In this role, the selected candidate will in future also support the Marketing team in building and managing the local social media content calendar and activities.

The Polestar Customer Experience team cooperate closely with central Customer Care functions, the Polestar service network, and Customer Relationship Center in Dietzenbach.

What you’ll do

As a local Community Manager, you will be the local point of contact to handle customer care-related situations working together with our key stakeholders in the market and centrally to drive and deliver an exceptional service to our customers.

Furthermore, you will:

  • Handle incoming social media communication, using our social media management tool and additional dashboards; supervise CRC social media communication.
  • Engage with fans, customers, potential customers, industry professionals and journalists and build and maintain relationships with local forum admins.
  • Respond to comments and customer queries according to SLA.
  • Align with central CM team, Polestar Support, Global and Local Marketing and PR teams to ensure brand consistency and work closely with the Central CM team to focus on Polestar’s communication objectives.
  • Attend and organize regular meetings and information sharing opportunities with dedicated Polestar community managers.
  • Work closely with supporting Community Management agency.
  • Monitor and report on feedback and online reviews and report on local forum activity.
  • Stay up to date with information and updates from Polestar HQ and the online world (social media, forums, blogs).
  • Relay community feedback to relevant internal stakeholders.
  • One of the key elements of this role is to work together with our service managers in the CX team to perfect Polestars’ customer care operations.
  • Perform a second line escalation role in the local market with significant direct customer contact to successfully support customers throughout their Shopping and Ownership journeys.
  • Navigate and handle all types of customer complaints and escalations coordinating internal and external stakeholders and partners: VIP support, commercial and (facilitation of) technical goodwill, product queries etc.

You and your skills

  • Well experienced within the social sphere, personal user of social media channels (experience with Facebook, Instagram, LinkedIn, Twitter, YouTube amongst others is essential)
  • Excellent digital writing skills in both German and English language
  • Advanced problems solving skills in interacting with our investor and service point network
  • Passionate about social media communication, content planning and community engagement
  • Proven sales and/or lead management experience is a plus
  • A curiosity about new ways of working and continuous improvement
  • Fluent in German and English (written and oral)

Is this you?

If you are interested in joining the Polestar family, please submit your CV and personal letter (optional) as soon as possible. We apply a continuous selection process, interviews will be held continuously and the position could be filled before the application end date which is four weeks after the publish date. 

 Are you ready for the journey? Which is electric by the way...

Technical Lead - Digital Worklife / Digital workplace

Want to work with the digital work environment of all end-users at Polestar?

Digital & IT
Göteborg, Sweden

Technical Lead - Digital Worklife / Digital workplace

Want to work with the digital work environment of all end-users at Polestar?

Digital & IT
Göteborg, Sweden
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