Community Experience Specialist

Community Experience Specialist

MISSION

A balance of being a community ambassador and creator of FUN alongside a creative problem-solver with a passion for event coordination and storytelling.

DESCRIPTORS

Proactive, Organized, Follow Through, Consistency, Creative, Communicator, Respectful, Relational, Diplomatic, Team Player, Supportive

COMMUNITY ENGAGEMENT RESPONSIBILITIES

• Lead multiple assigned communities through various online and offline outlets. Create excitement about the event for guests and seek to solve their most pressing needs by fully understanding their passions, goals, and desires for the event.
  • Own the management of the event Facebook Group through direct guest communication.
  • Build and execute in-person community meetups for the events while looking for opportunities to deliver SPECIAL on scales big and small.
• Create and execute a plan to ensure your community feels SPECIAL (as defined by Sixthman as INVITED, INFORMED, EXCITED, LOOKED AFTER, and APPRECIATED) from festival concept to completion and beyond. From ideation to execution, work with the appropriate teams to create moments big and small.
• Research communities and “swim in it” by leveraging online resources, travel to events where you can interact with your community, host town halls (virtually or in person), cultivate relationships with influencers and key members of the community, and any other resources as defined by you.
• Support and collaborate with our Guest Services team by seeking out and addressing guest feedback and questions as they relate to your events and communities.
• Understand the Company’s policies and be prepared to speak with guests and make the decisions as to whether to “Hold the Line” by listening to their concerns but explaining to them why their request cannot be accommodated or whether to “Make it Right” and approve an exception, change, accommodation, etc. if appropriate.
• Attend several of the Company’s multi-day festivals annually with goal of delivering world-class experience to guests, artists, and partners, and perform various duties onsite which could include:
  • leading the community as a community manager or community manager assist
  • making onboard announcements to guests (on and off stage)  
  • assisting in guest services
  • event management
  • artist relations
  • +more

 PROJECT COORDINATION RESPONSIBILITIES

• Collaborate with cross-functional teams regularly throughout event cycle and execution of assigned events.
• Schedule, Lead/Coordinate meetings (weekly, milestone 120, 90, 60, and 30 days out as well as post-event) paired with actionable post-meeting recap notes. 
• Project manage assigned events in Monday.com (or other project tracking technology) from concept through post-event follow up ensuring appropriate departments and roles are engaged and that assigned deadlines are met (for example, the event program).
  • Break projects into doable actions and set timeframes.
  • Work with the Event Manager to eliminate blockers.
• Coordinate and facilitate event meetings and brainstorms. Narrow down, define, and pitch concepts to external partners.  Lead the defined elements of the festival including but not limited to voice and “feel”.
  • Broad event themes and experiences
  • Theme nights
  • Activities
  • Collaborations
  • Collateral such as branding, gifting, and additional ways to make the event feel unique.
  • Merchandise designs
• Ensure that event guest-facing information is accurate, clear, and thorough; ensure that updates to such information are made timely based on guest concerns and feedback
• Consult with Talent Buyers and Event Management Specialists on the vision for the line-up, bringing in the voice of the community and making recommendations for artists and ancillary talent.
• Guide and execute the philanthropic activations for each event
• Coordinate with Marketing to:
  • serve as an expert on communities you lead from demographics to fan dynamics and expectations.
  • inform communication strategy for both proactive and reactive messaging to your communities for news good and bad and monitor the community’s reaction on social media or via survey responses and respond as necessary.
  • foster strong collaboration to assist in ideating on creative and compelling content for festival websites, socials, emails, collateral, and other potential mediums with the goal of producing interactions that resonate uniquely to the fanbase and vacation experience.
  • stay up-to-date on social media trends of the community demographic to leverage the channels your guests are interacting with, in order to excite and inform them.
• Compile event feedback/survey data and make recommendations for improvements for future events; assist in the preparation of post-event survey reports and analysis.
• Additional projects and duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree or equivalent experience required.  (Communications, Marketing, Hospitality, or similar field preferred.)
• 2+ years’ experience in the following is preferred:
  • project coordination and or project management
  • social media
  • community management
  • customer service
• Excellent organizational and time management skills
  • Ability to meet deadline, while proactively planning and delivering quality materials
• Strong attention to detail
• Ability to multitask and prioritize competing demands.
• Excellent interpersonal and communication skills
  • Soft skills such as empathy, active listening, critical thinking, problem-solving, and more.
• Proficiency in Microsoft Office
• Experience working in project management software such as Monday.com, Basecamp, Asana, etc…
• Presentation/proposal experience with Canva is a plus.
• Ability to work non-traditional hours, including evenings and weekends, as needed.
• Must be in the Greater Atlanta Area

EQUAL EMPLOYMENT OPPORTUNITY:

Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement

Applicants have rights under Federal Employment Laws. FMLA | EPPA | Job Safety and Health: It’s the Law