Community Manager

About the role

iD Mobile is looking for a Community Manager to lead its online community platform and knowledge‑base. Based in London, you will shape the community strategy, drive customer adoption and create engaging content that supports the brand’s growth.

Key responsibilities

• Manage the Community platform and Help Hub (community.idmobile.co.uk) as the primary self‑service channel for customers and prospects.
• Define and execute the community roadmap, building business cases, prioritising initiatives and launching new features.
• Design and run campaigns, monthly newsletters and other engagement activities to increase awareness and participation.
• Foster peer‑to‑peer interaction and nurture relationships with super‑users.
• Oversee help and support content, collaborating with copywriters to produce and maintain blogs, articles and FAQs.
• Work closely with Customer Interaction and Customer Experience teams to resolve pain points and improve service.
• Manage the relationship with the community platform supplier and handle incident communications.
• Report on community performance and act as the subject‑matter expert across the organisation.

Required profile

• Proven experience managing an online community platform.
• Background in the telecommunications sector is desirable.
• Strong ability to build business cases and drive projects from concept to launch.
• Excellent communication skills and a customer‑centric mindset.

Required skills