Community Management Specialist | Germany

The opportunity

We're currently looking for a Community Management Specialist to join our customer engagement team in order to enhance customer interactions, drive engagement, and build a strong brand presence across multiple platforms. We’re seeking someone with a passion for electric mobility, an interest in technology, and a desire to create the change we know is needed. And someone who doesn't mind the occasional bit of sustainable travel in the service of a cleaner form of electric performance.

Our team focuses on building strong relationships with Polestar owners and enthusiasts. We collaborate creatively to grow an engaged community, and as part of customer engagement, you’ll play a key role in shaping Polestar’s voice and fostering loyalty.

This position is located at Cologne, Germany. We believe in a hybrid model when it comes to remote and onsite work, knowing that both in-person collaboration and individual time to focus are needed. What matters most is that people get the time, and support, to do what needs to be done. And to enjoy doing it, of course.

The responsibilities

In this role, you'll be expected to manage and nurture online communities, engage with customers across multiple platforms, and provide proactive support to foster loyalty and excitement. Working as a member of customer engagement, you'll be instrumental in driving community growth and brand advocacy. Here’s a breakdown of the various tasks and areas you’ll be responsible for:

• Handle social media communication, using our social media management tool and additional dashboards
• Engage with fans, customers, potential customers, industry professionals 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
• Monitor and report on feedback and online reviews and report on local forum activity
• Second line escalation role in the market with direct customer contact to successfully support customers throughout their Shopping and Ownership journeys
• Navigate and manage customer complaints and escalations coordinating internal and external stakeholders and partners: VIP support, commercial and (facilitation of) technical goodwill, product queries, etc.
• Build and maintain brand engagement throughout the ownership phase driving offline engagement and events
• Ensure Polestar drivers have a positive onboarding experience leading to long-term customer loyalty.
• Develop and execute creative initiatives to engage, grow, and retain our active community, reinforcing it as a distinctive and integral part of the Polestar brand experience

The ideal candidate

In order to succeed in this role, and at Polestar in general, there are a few characteristics you'll need to have: Tenacity, Flexibility, Curiosity, and the ability to take the initiative, to meet deadlines and requirements, and to abandon ideas when they're not feasible. Our Community Management Specialist is not only passionate about social media communication, content planning, and community engagement but also an exceptional problem solver with a keen curiosity to explore new ways of working.

In addition, you'll need the following qualifications:  

• Bachelor's degree

• Fluent in German and English (C1 Level)

• 1-3 years of experience in social media management or community engagement

• Strong communication skills and ability to manage customer interactions effectively

• Ability to work in a fast-paced, dynamic environment with a focus on customer satisfaction

Polestar is an international company, with various backgrounds represented. English, therefore, is the language of written and spoken communication. And though we have a global presence, we maintain the growth-mindset. Change happens often at Polestar. But so does progress. Expect an accelerating, exciting environment.

The process

If the above matches your ambitions, be sure to apply. Our selection process is ongoing, and the job advert will remain open until it’s filled.

The Polestar journey is an electric one.