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Job Description

The Community Operations Manager is a vital member of the iCard Marketing team responsible for the customization, localization, market positioning, and sales of the iCard Digital Wallet product on the Romanian market. He plays a crucial role in creating a custom marketing strategy based on the local specifics with the marketing manager and the whole marketing team.
The Community Operations Manager is responsible for coordinating with the other team members the proper execution, analysis, and evaluation of the marketing strategy. The Community Operations Manager is in charge of the market results in sales, customer retention, customer satisfaction, and customer lifecycle value. He monitors and analyses the processes related to customer acquisition, retention, and development and suggests optimizations, offers campaigns, and improvement tactics. Last but not least, the Community Operations Manager supports business development activities related to building partnerships with local organizations to improve the product competitiveness in the local market and customize it based on the specific customer needs.

Responsibilities:

• Ensure the product localization in terms of product translations, all product-related messages and notifications, and marketing communication;
• Support the preparation of the iCard Support team members responsible for the customer support processes (market Romania); monitor the quality of the Romanian customer support, reviewing timeliness and quality; participate in the Romanian support staff training, the preparations of support scenarios, answers;
• Regularly review and analyze customer complaints from Romanian customers and escalate significant issues in order to support their solving promptly;
• Prepare a thorough market and competitor analysis and update it every 6 months; regularly monitor and analyze the change in the local market environment;
• Together with the Marketing team, build a local marketing strategy and manage its execution;
• Set up local social media communication channels and handle the regular communication across these channels;
• Build and maintain relationships with local industry organizations, communities, and associations.
• Build relationships with local journalists, PR specialists, and marketing agencies to enable and support the execution of the local marketing strategy.
• Prepare regular management reports for the Romanian market: customer base growth rates, churn rate, customer value, and customer behavior reports;

Your profile:

• Minimum 3-years’ experience in a Management role, preferably in the fields of Marketing, Sales, or Business Development;
• Native level Romanian speaker or fluency in Romanian;
• Self-driven person, ready to tackle issues related to market development and growth;
• Result-driven, ready to achieve goals;
• Loves discovering untapped opportunities, has a grasp on current trends, and is always striving to implement fresh ideas.
• Client-centric and creative personality.

Please apply by sending us your CV and cover letter in English.