Are you an innovative and passionate Community Manager with a love for sustainable travel? Are you ready to take on a new challenge in the world of European rail travel and help take our online community to the next level? Join us on our exciting journey as we spark the curiosity of travellers from all over the world to discover every corner of Europe by train. As our Community Manager you will contribute to a positive customer experience and the success of Eurail by managing our online community platform community.eurail.com in close co-operation with internal and external stakeholders.
Our team
We advocate for the positive impact travelling can have in the world. We are Eurail and we have all the stops to take our customers’ curiosity further.
If we are going to inspire the world, then we need the right people around us. We are proud of our culture at Eurail, underpinned by our established company values that define and guide what is important to our people. We’re a diverse team of talented colleagues (from 50 countries!) who have a real curiosity for the world around them.
We strive to ensure that all of our people have the chance to innovate, influence and grow. With our international team (working hybrid from our HQ in Utrecht and/or from your home in the Netherlands), we believe that creative thinking and diversity help to improve our brands and ultimately create a unique and repeatable experience for our customers.
What you’ll be doing:
In this role you will be the owner of the online community platforms for Eurail & Interrail, and DiscoverEU helping to set the vision and strategy in line with customer needs and company strategy, and act as a moderation advisor on the platforms. More specifically:
- Develop and execute the community strategy and roadmap to further enhance the customer experience and position the community platform as a valuable tool throughout customer journey alongside other brand channels, particularly social and customer service channels
- Train and guide customer service agents for community platform moderation in line with the company brand strategy and tone of voice. Be the point of contact for community escalations
- Initiate and test activities and content to grow community registration and engagement to (a) further develop the peer-to-peer self-service network; (b) drive customer engagement; and (c) build community love, trust and overall advocacy for Eurail and Interrail
- Work with our research team to initiate customer feedback via focus groups and user testing
- Summarise community insights acting as input for the customer feedback loop and railway carrier operations to support the product and experience improvement
- Manage the relationship with our platform provider, Insided
- Evaluate and evolve processes and guidelines to further professionalise the management of the community platforms
- Stay up to date in relevant industry news and trends to guide engagement and customer/partner/content creator collaboration
What we’re looking for in you:
- A passion for travel and working alongside real Eurail & Interrail travellers!
- Fluent in English, for both written and verbal communications. Additional languages are an advantage
- Data and insight driven. You know how to use data and insights to support iterative improvement for our travellers (we work Agile SAFe across the company)
- Creative and not afraid to test new ideas, especially those involving our community members
- Able to keep the bigger picture vision in mind, while not losing focusing on what matters today
- Happy to work alongside internal and external stakeholders (especially customers!) to optimise. You are comfortable getting buy-in from stakeholders across the company to support the growth of the community channel
- Excellent communication skills, both written and orally
- As our ultimate community ambassador, strong presentation skills are essential – you’ll be regularly updating on community insights and gaining more engagement and awareness internally about the Community
- 3-5 years relevant experience in a digital environment. Experience within customer service, social media, SEO and/or content creation, and basic knowledge of html and/or CMS are considered pluses
- Ability to multitask, and strong prioritisation skills
- You are a Bachelor’s or Masters Marketing related field (i.e. product development, digital media and/or Communications)
Our offer
- You have the flexibility to manage when and where you work, with our hybrid way of working. Whether you need collaborative, quiet or social time, either face-to-face or online, everything is possible, but keep in mind that is necessary to come to the office some days per week.
- The opportunity to make a visible contribution, working in an agile way within your team and across the company.
- A complimentary NS train card to travel across the Netherlands for work and leisure.
- An annual free global travel pass for you and a companion, so you can explore Europe with your family or friends and share the same experiences as our customers.
- Unlimited access to OpenUp psychologists to support mental well-being.
- An annual team trip across Europe to experience our product first-hand.
- Support for your well-being through a generous personal allowance.
- The autonomy to develop your own personal and professional growth plan using your individual training budget.
- An enhanced annual leave package of 28-30 days, plus study days, volunteer days, and Good Friday.
- Salary Scale: 58 - 59, Monthly gross salary (excluding 8% allowance): upwards of €3300 per month based on experience.
Diversity, inclusion and belonging
Travelling is about making connections. Our culture reflects and represents the communities that our product proudly connects. We share our traveller’s natural curiosity, passion for adventure and embrace of new experiences.
We offer a safe environment where you can bring your whole self to work, recognising that our strength lies in our differences and our values. Through self-organising teams that encompass a diverse range of views, skills and backgrounds, we encourage a culture of openness, curiosity and flexibility - attributes vital to deepening our shared understanding of customer perspectives.
And just as travel is about discovery, we are on a continuous journey to make our culture even more inclusive.
Submitting your application
- Please submit a motivational letter, with your resume in English (our business language).
- Alongside your letter and CV please submit your top 3 recommendations for improving our community platform in either written form (400 words or less) or a short video (under 1 minute)
Unfortunately, we cannot accept applications via Indeed or other recruitment websites, as these sites bypass our recruitment system, which is in place to ensure compliance with GDPR and our inclusion and diversity policy.
If we feel you might be a good fit, the next step is a fairly informal interview with some of your potential new team members. For you, this is helpful to understand if Eurail is your ideal workplace, and for us, it tells us more about the value you would bring.
In the meantime…
Following your application, we will provide you with an update, even if you are unsuccessful. We appreciate the effort it takes to apply for a new role so we ensure that we respond to every candidate.
If you’re curious to know more, why not check us out on LinkedIn and get a feel for our culture, our values, and our place in the world. And we’re eager to answer any questions you might have too… just send them over to jobs@eurail.com and our People & Culture team will pick them up.
Due to GDPR, we ask that you don’t apply for vacancies via jobs@eurail.com or send us any personal information (other than your name and contact details).
