Community Manager | Planet Smart City
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13/02/2020 Community Manager

Main purposes of the job

  • Get to know the neighbourhood residents and engage them on a daily basis to understand their routines, core needs and constraints.
  • Investigate the community’s strength, the neighbourhood’s assets, as well as the untapped opportunities to design, test, and drive programs of social change and upward mobility that
    leverage planet’s added value infrastructure (smart solutions, IOT, app, smart services, commercial manager).
  • Use of technological tools, which will collect and analyze real time data about your community, to facilitate your daily work. Nevertheless provide a patient and proactive assistant, helping residents using the technological tools available for them to access the community services.
  • Support the product management team. By researching specific resident information and gathering their feedback, you will be the voice of the customer in the design of the infrastructure package that is installed in your neighbourhood.

Key tasks

  1.  Get to know the neighbourhood residents and engage them on a daily basis to understand their routines, core needs and constraints.
    • You will reach out to residents, local shops and businesses, and external visitors of the neighbourhood.
    • You will provide your contact information to residents, to collect real time requests of support or feedback. You may involve the planet staff to support you in resolving the requests.
    • You will build up their trust in you, so that you may become their point of contact for questions and initiatives regarding the social programs you are leading, and the smart infrastructure of the neighbourhood that was installed.
    • You will regularly organize events in the neighbourhood (activities, workshops or trainings) that will fit the interest of the various typologies of residents to explore needs that are specific to their personal life-situation, collect their suggestions, create bonds between them, and more widely promote community engagement.
  2.  Investigate the community’s strength, the neighbourhood’s assets, as well as the untapped opportunities to design, test, and drive programs of social change and upward mobility that leverage planet’s added value infrastructure (smart solutions, IOT, app, smart services, commercial manager).
    • You will design, test, and drive programs of social change and upward mobility that leverage planet’s added value infrastructure (smart solutions, IOT, app, smart services, IOT, commercial manager) to set in motion dynamics leading to social upward mobility and ultimately give the neighbourhood access to new opportunities.
    • You will guide customers in using the community services at their disposal, detect difficulties, and relay improvement suggestions made by customers and stakeholder
    • You will encourage and assist residents in organizing by themselves new activities and services for their community
    • You will intercept external yet close-by local resources and the disponibility of external groups and organizations to develop new opportunities and services that solve needs and increase social cohesion
  3. Use of technological tools, which will collect and analyze real time data about your community, to
    facilitate your daily work. Nevertheless provide a patient and proactive assistant, helping residents using the
    technological tools available for them to access the community services

    • You will regularly check the proper functioning of the smart infrastructure installed by planet, and contact planet staff in case it need maintenance, repair, or update.
    • In particular you may ensure that the digital tools that are at the service of the neighbourhood are active, kept up to date, used at their maximal potential.
    • You will supervise contents on the planet app, making sure that are relevant to the neighbourhood
  4. Support the product management team. By researching specific resident information and gathering their feedback, you will be the voice of the customer in the design of the infrastructure package that is installed in your neighbourhood.
    • You will inform the product manager and the commercial manager of the residents profile, needs and constraints, also offering feedback on service performance and customer satisfaction
    • You will have an active role in designing gamification tools, in close collaboration with digital developers, the communication team, and the commercial manager
    • You will suggest avenues of improvement of the smart infrastructure installed in your community

Qualifications

  • You will need an university degree in sociology, socio-psychology, social and cultural services (or equivalent experience in a related field).
  • You will have a documented training experience in coordinating collaborative groups, and promoting people participation.
  • Languages skills: English, in particular with a good level of written and oral comprehension

Skills/competencies

  • You make people feel comfortable.
  • You have strong interpersonal skills and competence in active listening: you are a welcoming person, an excellent listener, able to investigate people’s needs.
  • You have basic knowledge in community and social psychology. This allows you to understand how to ask people to get involved and offer their commitment to the community, recognizing
    everyone’s value and efforts
  • You are an expert in organization, and activities and events planning
  • You have good technological fluency, knowing how to use various technological devices such as smartphone apps and a content management system (like WordPress).
  • You like to work effectively within a team environment, both taking direction and supporting other colleagues
  • You have a basic proficiency in english, both in comprehension and writing

Experience required

Essential

  •  At least two years of experience in a customers service role in the B2C services enterprises
  • Proven success in organizing events and activities
  • Proven success in fostering customers voluntary participation

Desirable

  • At least ten years of experience in a community development role in the B2C services enterprises
  • Experience in the provision of service in relevant industries (home-related, marketplace, retail, financial, security, food, education, work, health, sport) while in extensive direct contact with the beneficiaries.
  • Volunteer experiences in non-governmental organizations is a plus

Personal profile

  •  You are entrepreneurial and look forward to build from scratch,
  • have a hands-on approach, and don’t mind doing the dirty work
  • You are optimistic and have proactive attitude.
  • You are a leader who generates consent, offering your help in teaching people how to do by themselves
  • You know how to promote collaboration among people (both among the inhabitants as well as with the planet staff responsible for the district).
  • You will be travelling daily to the neighbourhood of your focus, and will have flexibility regarding
    working hours