Community Management Specialist Germany

The opportunity

Were 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. Were 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 doesnt 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 youll play a key role in shaping Polestars 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 inperson 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 youll 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 youll be instrumental in driving community growth and brand advocacy. Heres a breakdown of the various tasks and areas youll 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 Polestars 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 longterm 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 youll need to have: Tenacity Flexibility Curiosity and the ability to take the initiative to meet deadlines and requirements and to abandon ideas when theyre 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 youll need the following qualifications:

• Bachelors degree

• Fluent in German and English (C1 Level)

• 13 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 fastpaced 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 growthmindset. 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 its filled.

The Polestar journey is an electric one.