Online Community Manager

Regular (CDI) - Paris

 

⚠️ During the COVID-19 lockdown, we have adapted our recruitment processes to carry out 100% of our interviews remotely. Similarly, we have transformed our onboarding program, we are now welcoming and onboarding all new Doctolibers remotely during the lockdown in Germany and France. ⚠️

 

Building a fantastic team has always been part of Doctolibs core mission. 

As our Online community Manager you will join our collaborative, passionate and high performing Customer Engagement team. You'll be focusing on managing & growing our online community of 60 000 healthcare professionals and provide them with the best experience they can have on Doctolib.

Working side by side with Product, Customer Care and other teams, you’ll also help on improving the community visibility across the company. 

 

Main mission: community animation & some of your daily challenges: 

  • Engage with and support members to promote and grow Doctolib's brand image
  • Become the “community master” for health professionals and manage the community sentiment trend
  • Manage animation strategies in order to increase awareness and engagement : ideation, writing, content posting & synchronisation with customer care team to provide a top tier service to our members
  • Develop & organise posting planning plan : work hand in hand with other marketing team members to follow up on content creation & priorities
  • Perform analysis: prepare detailed reports on community activity and feedback, including data analysis, to share with Doctolib top management
  • Continually improve our moderation processes to scale our community

Impact & Team key Success factors:

  • Increase customer satisfaction through 4 pillars (Usage, ROI, Service, Trust), with a focus on trust
  • Improve users engagement on the Community
  • Improve product knowledge and usage

Main KPIs impacted:

  • Net Promoter Score
  • NPS trust score
  • Community engagement
  • Churn
  • Lead generation

 

Who you are: 

  • 2 to 4 years of experience as a Community Manager or Community Coordinator
  • Excellent communication & writing skills
  • Experience in managing online communities (ambassadors, haters, conflicts between customers)
  • Experience in working in collaboration with support/customer care team 
  • Analytical mindset, being able to understand the volume their are dealing with and how to handle them

 

What’s in it for you ?

Doctolib offers doctors and hospitals a software solution with a full range of services to help improve the efficiency of their operations, provide their patients with a more seamless experience, help find new patients, and collaborate with other doctors.

You'll have the opportunity to revolutionise a whole industry;

We're building a diverse and inclusive culture full of passionate people who love what they do; please click to apply below and get in touch with me today. Doctolib guarantees equal opportunities to all candidates.

Each application received is put into consideration regardless of ethnic and racial origin, opinions, beliefs, gender, sexual orientation, health or handicap.

Here at Doctolib, we all share the same obsession: provide the best experience for our users and change the way people access healthcare.  

  

Doctolib in a nutshell:

Founded in 2013, Doctolib is the fastest growing and leading e-health service in Europe.

For healthcare professionals
We provide healthcare professionals with a software solution with a full range of services to help improve the efficiency of their operations, provide their patients with a more seamless experience, attract new patients, and collaborate with other practitioners.

For patients
We provide patients with a more transparent access to healthcare and a full suite of online services to manage their health: from finding nearby healthcare professionals, to booking/managing appointments 24/7 online, having remote medical consultations via video and receiving a digital prescription in their online account.

Key figures

  • We partner with 125,000 healthcare professionals and 2,300 healthcare facilities including some of the largest hospitals in France and Germany;
  • 50+ million patients visit our platform every month;
  • 100,000 video consultations happen daily on the Doctolib app;
  • We plan to hire 2,000 Doctolibers in the coming years to transform the healthcare sector.

 

The 5 Core Values of Doctolib: the « SPAAH »

  • Service: Delivering an outstanding service.
  • Passion: Being passionate and creating fun.
  • Ambition: Being ambitious, with no limits.
  • Attack: Being determined.
  • Humility: Being humble and sensitive to others.