About the job
🌍 Can you help us change the world?
It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.
We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇
🧑🏻💻 About the role
Be part of the team engaging with the Mews Community, encouraging peer-to-peer collaboration while developing a sense of belonging for our customers. Through this community, we aim to empower customers to become self-sufficient, drive product adoption and cultivate a community of dedicated Mews advocates. The Community Team, part of the Customer Affinity Team, own all activity in the community, which is posted on the Gainsight platform, ensuring help is provided and that content continually evolves to meet the needs of our customers.
In this role, you will not only moderate daily community interactions but also co-ordinate the development and management of content that enriches the customer experience. Collaborating closely with internal customer-facing and product teams, you’ll consult with customers to maximise their use of Mews functionality while growing their professional network through our community. This is a instrumental role in advancing the Mews customers experience through strategic content creation and community engagement - a great role for someone developing a role in the specialism.
✅ Your mission, should you choose to accept it:
- Actively moderate community posts and discussions, responding to queries and collaborating cross-functionally to bring in the most relevant mews voices.
- Within the community, creating a supportive and collaborative environment.
- Listen to customer feedback, act on it directly or collaborate with the team to enhance the community experience.
- Stay current with Gainsight updates, attend webinars, and network with other community managers to enhance platform expertise and best practices.
- Collaborate with teams to develop and maintain relevant, up-to-date content that meets customer needs and reflects ongoing community discussions.
- Develop and contribute high-quality articles, videos, and other content formats that position Mews as a leader in the industry.
- Work with internal teams to ensure content is aligned with Mews’ tone of voice and brand guidelines, and to incorporate feedback into ongoing content improvements.
- Monitor the effectiveness of content, analysing customer engagement metrics to inform proactive communication and content strategy adjustments.
- Become an expert in specific aspects of the Mews system and develop content that addresses key customer pain points and opportunities.
- Share insights and support your colleagues across various departments to enhance the overall customer experience.
- Work in line with team objectives and the broader community strategy to achieve our goals.
- Keep your team informed about community trends, challenges, and successes, fostering a culture of continuous learning and improvement.
🤝️ You’ll be a great fit if you bring a few of the below with you:
- Fluent / native in German (and French would be amazing!)
- Previous experience in community management or social media engagement, ideally from a SaaS/B2B environment.
- Experience with Gainsight, particularly its community platform, would be highly beneficial.
- A strong communicator and writer, excelling in both internal and external communication.
- Strong organisational skills and attention to detail, and the ability to manage multiple priorities effectively.
- Demonstrated experience in event coordination, with a willingness to host both in-person and virtual events.
- A proactive mindset and the ability to anticipate content needs by staying informed about market trends and customer pain points.
- An interest in the hospitality or travel industries would be a great asset.
- The ability to thrive in a diverse, global environment and build strong, positive relationships with team members, most commonly remotely.
- You’re a team player who contributes to overall team goals and projects but can also work independently when needed.
- Conscientious and resourceful, you’re comfortable sourcing answers across the business when necessary.
🎉 What’s in it for you?
Did you know that Mews was voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:
- Participation in the Company shares program
- Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.
- (No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews)
- Flexible Benefits via the ThanksBen platform
- Unlimited paid holiday (no, this is not a typo)
- Wellness Wednesday's (once a month, the whole company enjoys a day where you can attend to your own well-being)
- Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us!)
- Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
- Regular team events and socials
🤷🏻 Who is Mews?
We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world, as they pursue their mission to develop transformational solutions for brands and create remarkable experiences for guests.
Since the beginning, Mews embraced being different. Mews is not simply a property management system, but a connected hospitality cloud with products across the hotel ecosystem and more integrations than anyone else.
From global hospitality brands to independent properties, hoteliers join Mews because they recognize the power of innovation. They understand that they can benefit from hotel tech that drives efficiency, maximizes revenue, and improves guest happiness.
Powering over 5,000 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses.
Ranked 24th in the FT 1000 list of the fastest-growing European companies in 2021, Mews has been recognized as the Best PMS by industry peers at the HotelTechAwards in both 2020 and 2024, consistently earning acclaim. Mews also achieved finalist status in 2021 and 2022. What's more, we take immense pride in being listed among the Best Places to Work in Hotel Tech during those same years and again this year. But our achievements don't stop there; Mews was also listed among the World's Best Hotel PMS Provider 2023 and as the World's Best Independent Hotel PMS Provider 2022 and 2023 by the World Travel Tech Awards.
💭 Life at Mews
That’s what we do, but what about who we are? Mews’ culture is special and difficult to capture in words, which makes writing this tricky. You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You’ll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you’ll always be able to rely on those around you.
Yes, we’re ambitious and we move fast, but we know the value of fun and taking a breather. Every month we have a Wellness Wednesday, a day off that you can use to boost your health, whether that’s a long lie-in, a trip to the gym, or anything in between. We have slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
To get more of an idea what life at Mews is like, check out our Instagram 📸.
We’re guided by our five key values; if you see yourself in them, it’s time to get in touch.
Everyone is welcome at Mews
To reimagine the art of hospitality, we need teams who represent our global and diverse customers and users. Our differences make Mews, so we welcome people of all backgrounds and identities to work with us. Embracing different perspectives, trying new things and feeling safe to bring your authentic self to work. If this sounds like you and you're ready to join a global, innovative, and exciting community, we'd love to hear from you!
One very important note….don’t hold back! Even if you think you don’t meet 100% of the criteria listed in this job role, we still encourage you to apply. We believe that everyone should have equal access to opportunities and want to ensure we provide an inclusive experience, so do let us know if there is anything else we can do to support your application process. We can’t wait to hear from you!
