Community Manager

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Job Description: Community Manager, Merchant Square

Reporting to Bewonder*, and working closely with the client, the Community Manager will be responsible for leading the development and delivery of a comprehensive community experience, events, and marketing strategy for the 10,000 residents, occupiers, and visitors at Merchant Square Estate. This role combines strategic placemaking with hands-on community engagement and activation to position Merchant Square as a premium mixed-use destination in Paddington Basin where people live, work, and visit.

Objective of Role

The purpose of this Community Manager role is to create and deliver a bespoke community experience and engagement programme that drives occupier satisfaction, stimulates visitor footfall, and establishes Merchant Square as a thriving, premium mixed-use estate. The role focuses on building strong relationships across the diverse community while delivering exceptional events and marketing initiatives that enhance the overall estate experience.

Team Structure

The Community Manager will work as an integral extension of the client team, maintaining a close collaborative relationship that is fundamental to the success of the Merchant Square community. This partnership approach ensures seamless alignment between client objectives and day-to-day community management activities. The Community Manager will report to the Community Lead at Bewonder* who will provide strategic support and guidance, while also having access to Bewonder*'s in-house creative studio, digital team and network of partners. As part of a network of Community Managers across the UK, they will benefit from best practice sharing and networking opportunities within this professional group. Working closely with both the onsite client team and the Merchant Square Estate Management team, the Community Manager will foster strong working relationships that enable cohesive property management and community development aligned with the client's vision and operational requirements.

Main Duties and Responsibilities

Community and Events Management

• Act as lead contact and coordinator for events, communications, and marketing activities across the estate

• Strategically plan the yearly programme of events that contributes to the overall Merchant Square brand for the benefit of estate occupiers, residents, and local community

• Establish regular meetings with main occupier (office, retail and leisure) and resident representatives to develop strong working relationships and support ongoing communications

• Create and deliver an engaging and vibrant community/placemaking strategy that connects customers within Merchant Square Estate

• Implement placemaking projects to enhance and activate the spaces throughout the estate

• Deliver events on-site as the leading point of contact, managing external partners and ensuring operational excellence

• Engage with local charities and produce annual CSR programme aligned with sustainability and social impact agenda

Marketing and Communications

• Drive marketing activity for Merchant Square Estate, managing all marketing channels including website, social media handles, and monthly newsletter to drive digital engagement

• Coordinate activity and development on upcoming Merchant Square mobile application

• Leverages available photography and videography resources to develop engaging social media content, transforming professional visuals into posts that showcase Merchant Square’s vibrant community and activities

• Manage estate communications and signage with designers

• Manage relationships with external creative and communication agencies

• Write content for awards submissions and create engaging content for various platforms

• Liaise with occupiers, residents, and traders regarding offers, news, and campaign feedback

Operations and Administration

• Close collaboration and communication with the client and estate management team to ensure they are aware of ongoing community activity

• Collate appropriate documentation for each event including Event Management Plans, Risk Assessments, and License documents, ensuring all events adhere to health & safety and licensing policies

• Manage the events and marketing budget effectively throughout each service charge year

• Engage and negotiate with potential commercial partners for events, pop-ups, and filming opportunities

• Support occupier customer feedback programmes and surveys, using feedback to inform strategy

• Maintain confidentiality of all appropriate communications and documentation

• Support control and management of assigned budgets, raising external revenue through events activities where possible

Key Stakeholders

• European Land (Client)

• Bewonder* (JLL)

• Estate Management team (JLL)

• Occupiers, residents, building managers & retailers

• Local community groups and charities

• Third party agencies and service partners

• External creative and communication agencies

Knowledge, Skills and Experience

Essential Experience

• Previous experience in marketing and events environment, at Assistant or Executive level, either agency or client side

• Proven experience in delivering successful events and placemaking strategies across destinations with high footfall

• Experience in content creation and management with good understanding of WordPress or similar CMS

• Hands-on experience with Instagram and Facebook for business

• Proficiency in using Mailchimp or similar email marketing platforms

• Experience in delivering onsite events and content development for websites and social media

Essential Skills

• Strong interpersonal, verbal, and written communication skills

• Exceptional organisational and multi-tasking skills

• Intermediate to Advanced Microsoft Office skills

• Strong time management and prioritisation abilities

• Confidence in communicating and working to deadlines

• Excellent eye for detail and strong ownership mindset

• Ability to work under pressure and without supervision

Desirable Experience

• Previous experience in marketing and events environment either agency or client side, for a prestigious city centre mixed-use estate

• Understanding of design skills such as Adobe Creative Cloud, Canva

• CRM experience and workplace app knowledge

• Understanding of wellbeing programmes

• Building management/Facilities management operational experience

• Project management experience

Critical Competencies for Success

• Creative and innovative thinking - be different and bold in approach

• Developing and sustaining key relationships across diverse stakeholder groups

• Strong management skills and ability to work collaboratively

• Passionate about customer experience and community building

• Commercially minded with ambitious approach to revenue generation

• Confident hosting abilities and natural relationship builder

• Successfully delivering community events and activations through independent problem-solving and resourcefulness, maintaining a positive approach when facing challenges

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email [email protected] or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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