Online Community Manager

Go City is transforming the way people see and experience the world’s greatest destinations.  We give our customers total flexibility to choose the experiences, tours and activities they want to visit at incredible savings.  

Backed by highly successful Private Equity firm Exponent and headquartered in Covent Garden, London, the business is highly profitable with 3+ million customers globally. We have ambitious plans to leverage these capabilities to drive the business’ continued growth. Go City is excited for like-minded, problem-solving individuals to join the team and make their mark on our future. 

We listen to our customers, our partners and our team, to help improve our business every day.  And that’s where you come in! For more information and to explore at our products, visit www.gocity.com 

About the role  

Title: Online Community Manager

Status: Full-Time, Permanent 

Location: London, United Kingdom

Reports to: VP, Partner & Customer Care 

Summary of the role:  

As an Online Community Manager, you will be responsible for managing and enhancing Go City’s online reputation. You’ll engage directly with customer feedback across various platforms, ensuring our brand is represented positively and consistently. By monitoring trends, analyzing insights, and collaborating across teams, you’ll help drive improvements in customer satisfaction and brand perception.

What will you be responsible for/helping us to do? 

·       Monitor and actively respond in a timely basis to all customer reviews and discussions about Go City on review platforms, reseller websites, and community forums.

·       Maintain brand integrity by representing Go City’s voice and values in all online interactions, responding with empathy, clarity, and helpful insights.

·       Support issue resolution, escalating critical feedback to relevant teams in real time.

·       Track and analyze review scores, sentiment trends, and customer feedback across platforms to identify areas for improvement.

·       Compile and share regular reports with actionable recommendations to enhance customer satisfaction, NPS, and brand perception.

·       Collaborate with internal teams (Customer Care, Product, Destination, Marketing) to ensure customer insights drive meaningful improvements.

·       Define and track key performance metrics to measure the impact of review and reputation management efforts.

What skills do you have that are essential in this role?  

·       Exceptional written and verbal communication skills, with the ability to convey messages clearly and professionally.

·       Degree and experience in media, communications, public relations, marketing, customer service, hospitality, or a related field is preferred.

·       Native or bilingual proficiency in English; fluency in an additional language is a plus.

·       Strong interpersonal skills with the ability to engage with diverse audiences and manage sensitive conversations with tact

·       Experience working cross-functionally with teams across different cultures and time zones; highly organized with strong project management skills.

As you can see, this role covers a wide range of responsibilities, but we know that our People are more than just their job description. We are a team here at Go City which means there will be plenty of opportunities to stretch your thinking, expand your knowledge and make a contribution to the wider business not reflected here.

We support a culture where Health and Safety, Wellbeing and Personal Data at work are important. We are all adults, which means we expect the same in return. Each of us plays our part looking out for ourselves, each other, our Partners and our customers every day. 

The all-important perks:

• Competitive market rate salary
• Enhanced Pension Contributions
• Life Assurance
• Annual leave - 25 days per year + Bank Holidays
• Buy Annual Leave scheme (up to 5 days each year)
• Floating bank holiday(s)
• Upgraded Family Leave
• Work from Anywhere for up to 4 weeks per year
• Dedicated time for personal professional development each month
• Personal Learning Budget
• Access to Mental Health First Aiders
• Annual Explorer Passes allowance 
• EAP providing access to counselling, finance support etc
• Cycle to Work Scheme
• Health care cash plan

We are committed to our stance as an Equal Opportunity Employer in line with inclusivity being one of our 6 core company values. We welcome and encourage applications from all backgrounds and uphold the highest standards in our ways of working, whether at application or promotion stage. All of our Colleagues are responsible for upholding these values and ways of working.