Community Manager

Location: Remote / up to 2 days per week in the office for London-based employees. This role may also involve some travel around the UK to visit our Community Partners.

Contract type: Permanent, flexible full-time (part-time hours will be considered)

Reporting to: Director of Delivery

Compensation: £30,000-£45,000 dependent on experience, plus 3% pension

Perks:

• 23 days holiday allowance plus bonus days over the Christmas period
• A monthly wellbeing day and menstrual leave
• Generous maternity, paternity and adoption leave
• Up to 3-months working from abroad each year
• Annual Code App Membership for discounts across the hospitality sector
• £500 annual professional development budget

Objectives:

1. To lead the delivery of our City Bridge Foundation grant to drive the growth of Carefree's model in London through the expansion of our referral partnerships programme, gifted accommodation supply and carer breaks delivery
2. To grow Carefree's Community Partnerships among carer support organisations, local authorities and other health-related charities that pay an annual membership fee to refer eligible carers to Carefree and receive live impact reporting on the breaks they have taken
3. To work in collaboration with the Director of Delivery (DD) and CTO to improve lead conversion, onboarding and key account management processes
4. To build lasting and sustainable relationships with Carefree's Community Partners and service users through new initiatives to drive retention
5. To lead and develop training workshops, guides, help articles and other online/marketing content to ensure that members of Carefree's community are getting the most out of the platform
6. To provide input and support across Carefree as needed on breaks delivery, platform performance and organisation culture

40% - City Bridge - London Area Manager

• Identify, engage, secure, and onboard new London Community Partners and work with the Director of Delivery to support pitches to London-based Hotel Partners to increase our supply of gifted accommodation in the city.
• Host co-production workshops, training sessions and events with London-based Carers, Community Partners and Hotel Partners to strengthen our stakeholder engagement
• Support the CEO in the development and distribution of Carefree brand/marketing initiatives such as the Invisible Army touring exhibition and future projects
• Lead the overall project management and impact reporting of the City Bridge Project in collaboration with the CEO.

30% - Business Development

• To identify and secure new Community Partner member organisations to expand our geographic reach of referral partnerships and grow our earned income stream
• To shape our offer to Local Authorities and build relationships with Commissioners who can advocate for the adoption of our service
• Deliver pitches to Community Partners and Local Authorities, representing Carefree's model and service persuasively, to establish mutually beneficial partnerships and ultimately secure more carer referrals.
• Conduct research to stay informed on sector trends, emerging opportunities, and potential collaboration prospects for Carefree.
• Develop and refine outreach materials to effectively engage new prospects and build strong relationships.
• Attend carer, and community sector events, actively networking to promote Carefree, build partnerships, and raise awareness of our mission.

30% - Membership Services

• Support Community Partners by providing materials, training sessions, hands-on guidance, and feedback to ensure they effectively use Carefree's platform to refer carers
• Drive the uptake of carer break credits among members to increase the financial accessibility of our offer to carers
• Provide key account management to Carefree's Community Partners and ensure the timely delivery of bespoke impact reports to each member on the collective difference their referrals make to the carers involved
• Work with the Customer Operations Manager to deliver a range of communications and engagement activities to promote membership retention, such as in-person workshops, newsletters, help articles and automated drip-feed campaigns
• Support the customer service team to service incoming communications and support requests from Community Partners Manage Community Partner-related issues, including complaints, safeguarding concerns, risk assessments, and case reporting to relevant bodies.
• Solicit feedback and input from partners regarding Carefree's service and membership offer to be shared with the business and technology teams to help improve our offering.
• Maintain accurate Pipedrive, Glide and Intercom information on all Community Partner engagement

Person specification:

• Knowledge of the Adult Social Care sector: Experience working in or alongside the sector, with an understanding of the challenges faced by unpaid carers and service providers.
• Strong business development & relationship-building skills: Confident in networking, pitching, and securing partnerships across various stakeholders.
• Tech-savvy & comfortable with digital tools: Able to quickly learn and navigate Carefree's tech infrastructure (Pipedrive, Glide, Intercom) and use CRM systems effectively.
• Experience in account management or membership services: Skilled at maintaining and deepening relationships with partners, ensuring engagement and retention.
• Excellent communication & presentation skills: Able to deliver compelling pitches, facilitate workshops, and write engaging outreach materials.
• Ability to work independently & proactively: A self-starter who is confident attending external events, networking, and driving new partnerships without needing close supervision.
• Lived experience as an unpaid carer (desirable)

Hiring Process:

1. Applications will be reviewed for fit and given an initial accept/reject
2. Successful applicants will be invited for a 20-minute phone screener
3. Applicants who pass the phone screener will be invited to submit a written exercise
4. Applicants who pass the phone screener will be invited for an in-depth, 90-minute interview (in-person or remote, as appropriate)
5. Optional: Additional interview with another Senior Manager at Carefree
6. Final offer discussed and made to successful candidate

We are an equal opportunities employer and firmly believe that diverse teams create better work. As such we welcome a broad range of perspectives, approaches and background in applicants.

We will offer interviews at times that suit you, so if you have children, caring duties, or have to travel after work we're happy to offer these at convenient times outside of work hours. We can support travel costs outside of London if we take you to an interview stage.

Please note, this job description is subject to annual review to reflect changes to internal and external factors.