Senior Community Manager

About Klarna

Klarna was founded in Stockholm, Sweden in 2005. Since then we've changed the banking industry forever. And now we're creating the world's smoothest shopping experience. We serve over 90 million consumers worldwide, and partner with 250,000 merchants – with a new merchant joining us every 8 minutes. Including some of the world's leading brands, such as H&M, ASOS, IKEA, Adidas, Samsung and Lufthansa. Our offices are spread over 17 different markets, hosted by 5000+ employees from 100+ nationalities.

Who you are: 
Klarna is looking for an individual with an extensive community management background. You will play a key role in supporting the marketing, communications, and customer service team’s mission of building and enhancing the Klarna brand globally. The right person for this role has both the creativity and practical skills to not only manage customer concerns but also be able to engage in brand-building dialogue with our audience. Prior experience managing social media platforms and at least four years managing social presence for a brand is a must. 

What you will do: 
While Klarna continues to rapidly grow, as our brand matures we are focusing our attention on cultivating a Klarna community by hiring our first global Senior Community Manager. This individual will be the primary liaison between Marketing, Communications, and Customer Experience. Our senior community manager will be involved in driving strategies for how we speak, connect, engage, and show up. You will care for our community’s health and foster the type of interaction, transparency, and co-creation we hope to uphold as a team. 

You will play a key role in supporting the Global Brand & Creative Hub mission to make Klarna a respected and valued global brand both digitally and IRL. This person will report into our Head of Global Social on the Brand Media and Social team and oversee the growth of two community managers on the customer experience US team. 

Responsibilities

  • Establish comprehensive best practices in partnership with comms and customer experience counterparts 
  • Develop and scale our community strategy by generating engagement initiatives and grassroot hacks 
  • Build out community programs to foster feedback loops, gather feedback, and educate our community about our product and the brand 
  • Work in partnership with the Head of Global social to mobilize the Klarna community of loyalists as part of our Ambassador Program 
  • Define and monitor community health KPIs
  • Day to day operations for our @klarna global channels with oversight of community managers, build-out of monthly content calendars, postings, and channel moderation 
  • Identify top users to promote, develop relationships, and partner with
  • Work closely with our Product Marketing team to develop a deep understanding of our product to inform and educate partners and internal stakeholders
  • Capture community insights to inform our social strategy, and work across marketing, tech, design, and product teams to improve the overall consumer experience
  • Develop relationships across the organization to elevate the voice of the consumer, and impact how we show up with our communities
  • Drive end-to-end execution of community engagement strategies across all global campaigns 

Requirements

  • 4+ years of community management experience with at least 2  years experience supporting social media execution and moderating 
  • People management experience is a plus
  • Comfortable in Google office suite and workspace (Gmail, Google Docs, Google Sheets, Google Slides, etc) 
  • Possesses a deep understanding of online forums, communities, and engagement practices 
  • Exceptional interpersonal skills, and excellent verbal and written communication skills
  • Strategic thinker, who can build thoughtful, data and insight-driven plans
  • Experience and perspective on tools like Sprinklr or Sprout Social
  • Naturally data-driven with proven ability to identify and track relevant metrics

Klarna is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. Please refrain from including your picture and age with your application.