Team Lead SMM Community
Pin-Up Global is seeking a Team Lead for SMM Community to oversee community management operations. This role involves managing a remote team of local community managers and ensuring high standards of engagement and communication across various social platforms.
The successful candidate will be responsible for developing strategies, implementing gamification, and analysing performance metrics to drive community growth and quality. The role requires a deep understanding of business metrics and the ability to synchronise efforts across support, content, and marketing teams.
- Managing a team of local Community Managers (6+): task setting, syncs, and development through mentoring.
- Developing strategies and content plans for Telegram chats, Instagram, WhatsApp, Discord.
- Analyzing and optimizing Community strategy.
- Establishing communication standards: Tone of Voice, SLA, response structure.
- Synchronizing with SMM, Support, Content teams: sharing insights, ideas, and user triggers.
- Implementing gamification mechanics, automation, and moderation tools.
- Preparing regular Community Quality reports: monthly, quarterly, by GEO.
- Managing SLA metrics via CRM, Tableau, and custom AI bots: response time, sentiment, processing status, etc.
- Experience in the iGaming / Gambling / Betting industry 2+ years (required)
- Leadership role in Community / Social Media 2+ years (required)
- Managing a remote team (6+ people) (required)
- Telegram / Instagram as a work environment: DAU, MAU, ER, UGC (required)
- English Upper-Intermediate or higher (required)
- Proficiency with BI dashboards and community quality metrics (required)
- Understanding of SLA as an operational tool: speed, completeness, tone (required)
- Knowledge of modern community-building practices: mechanics, moderation, gamification (required)
- Experience at the intersection of community and product/marketing management (required)
- Deep understanding of business metrics: LTV, Churn Rate, CPA (required)
- Experience integrating CRM with chats and analytics ensuring transparent tracking of requests and communication quality (required)
- Paid vacation (24 calendar days)
- Paid sick leave (10 business days)
- Day-off (4 business days)
- Family Days (3 business days)
- Corporate healthcare
- English language learning (partial coverage)
- Consultations with a psychologist
- Corporate learning
- Gamified corporate platform
- Referral program: bonuses for recommending new employees
- Dedicated People Partner for teams
- Annual corporate events and gifts for holidays/personal events
- In-house Travel service
PIN-UP Global is an international holding company that develops technologies, B2B solutions and products for the iGaming industry. Headquartered in Warsaw, the group brings together businesses spanning product development, technology and marketing services for online gaming. It supports a portfolio of companies and brands operating across multiple markets. PIN-UP Global focuses on building advanced technology and products for the gambling sector.