Every month we interview people with a Roamler heart and this month we talk to Community Managers. Lieke, Community Manager from the UK and Isabelle, Community Manager from France answered the exact same questions about managing their respective Roamler crowds. Curious if there are any differences between the two? Then read on quickly!
Please, introduce yourself!
UK: My name is Lieke, I am 22 and I just moved to Birmingham. I started at Roamler in 2015, as an operations intern at the office in Amsterdam. I had an amazing time there, so after my internship ended, I stayed on as a reviewer for Roamler Netherlands. Until I started as a Community Manager for Roamler UK in January 2018.
France: I’m Isabelle, I’m 30 and I live in Bron (next to Lyon) in France, with my husband and 3 year old son. I started working at Roamler as a reviewer in august 2016 and evolved a lot. I’m now in charge of our location database and also manage international projects that go live in France. So now I can say I’m a community-, international project- and location database manager 😉.
What does the job ‘Community Manager’ mean within your Roamler country?
UK: As a Community Manager in the UK I deal with everything that has to do with the crowd. Some of the things I take care of include (push) messages, Facebook, creative- and training tasks, recruitment, the blog, newsletters and support queries. In short, I try to build the crowd, keep them engaged, and get them to the right places.
France: The Community Manager is the one who takes care of the Roamlers we have. Some of my daily tasks include: answering questions from Roamlers, keeping the community active, recruiting new Roamlers in certain areas. We often set up (recruitment) projects via the app, social media, or make phone calls. I also create the content for Facebook, Instagram or newsletters.
Describe a typical day at your Roamler office
UK: I always start the day with checking how all running projects are doing and decide which ones require action. Then I usually get myself a cup of coffee and check our Facebook page. After that, it really depends; every day is different. I usually have a few action points per day, and in the meantime I work on long term projects, such as recruiting Roamlers in the right areas.
France: When I arrive the morning, I start with answering messages from Roamlers in the app, emails, Facebook and Instagram. A nice thing we organise monthly is a “TGIF” (Thank God it’s Friday), we talk about the company, play a game and eat some food. It’s a really lovely. Sometimes, after work, we go for drinks and meet people who used to work with us. We are glad to see them again
What does your team look like? How do you work together?
UK: Our team is small, but is growing rapidly. At the moment we’re a team of five, but we’ve got some new people joining soon. We all have the ability to work from home, as well as from our new office in Birmingham. Our sales team is always on the go, while the rest of the team works from home or the office. That means we don’t always see each other, but we do keep in touch throughout the day. We try to get the entire team in once a week.
France: We have a great team to take care of the Roamlers. The person who’s in contact with Roamlers first is Kenza, our reviewer. She tries her best to keep the Roamlers happy. Charles-Antoine is our intern since January, he helps with reviews and messages. And Jonathan is responsible for the field. We all have our goals and try to work together to achieve them. There is a great atmosphere and I think we all have compatible characters.
What are some of the coolest projects you have worked on?
UK: I really like the variety of the projects we work on, but I’m always extra excited about the ones where we don’t just observe, but actively change something in-store. Like tasks where we add stock, remove stock and especially where we build displays. It’s satisfying to see the before and after photos. It makes me proud; our crowd did that!
France: Last December, I created an advent calendar. We had 24 creatives tasks, 1 per day. And if the Roamlers were doing all 24 tasks, they could win a price. So, I had to create 24 posts on social media and needed to review the submissions very quickly every day. It was exciting and really Christmassy!
What do you like best about your job?
UK: That I get to work with so many great people. My colleagues at Roamler UK, the colleagues at the other Roamler offices and of course the Roamlers. It can really make my day when we receive a nice message from a Roamler. I also love hearing about great things Roamlers do with their earnings, or about experiences they’ve had because of Roamler.
France: What I like the most is the interaction with the Roamlers, as they all have a different personalities. I also like to create content for our social media. It’s sometimes tough to find inspiration but I like this creative side of the job. I like that my job is diverse; I see the customer’s AND the Roamlers’ perspective.
What do you like least about your job?
UK: Answering the messages of Roamlers whose submissions have been rejected. It’s always difficult to answer those, because I understand their disappointment after having put time and effort into performing the task. I always try to explain our point of view; how we can’t send incorrect or incomplete data to our clients, even if part of the task was correct. It’s an opportunity to learn, for both parties.
France: Customers have requirements and sometimes, it’s really hard to explain that behind a task, there is a client. For example, we have a task where you need to take photos of all the shelves with coffee. Sometimes, there are maybe 15 or 20 shelves so that makes 20 pictures to take. It’s really difficult to reject a task when there is just 1 shelf missing on 20 pictures. Roamlers do their best and it breaks our heart to reject, but we have to.
How is your bond / relationship with the Roamlers?
UK: Good, I hope! I really enjoy working with them every day. I hope they aren’t too annoyed with my push messages; I try to limit the number and mind the timing, so we don’t spam everyone’s phone. It’s great to see so many of the high level Roamlers in the app every day, I almost feel like I know them. It’s also nice to see messages or submissions from the newest Roamlers, as they get to know the app.
France: We try to create a trusting relationship with the Roamlers. This works both ways: they need to trust us because when they submit a task, they sent us pictures and information but do not receive a financial reward immediately (they have to wait for the review). But, we also need to trust them; they are the “eyes” in the field so we need to know we can count on them too. Of course, we are humans and sometimes mistake while reviewing. We are always willing to discuss the review when Roamlers do not fully agree with the outcome.
Do you have a nice tip for Roamlers? If yes; what kind?
UK: Don’t forget to check the experience tab in the app every now and then. We regularly have selection tasks for paid tasks there, which you might easily miss if you only check the paid tab.
France: Please, read the whole task carefully. The amount of rejected submissions because Roamlers did something that was not in the task, is quite high. Remember that even if tasks are recurring, the briefing might still change.
Got all excited about Community Management and want to make it your profession too? In Belgium they are looking for one! Please find the vacancy here and apply.