Do you love nurturing relationships and building community?
Are you ready to jump in and manage a new project just launched by the company?
If so, the team at Dr. Tim Ltd needs you!
Dr Tim Ltd is seeking a full-time Customer Success & Community Manager who thrives in the fast-paced digital marketing world. Using your powers of customer service, relationship building and strategic growth, your job will be to nurture and grow a newly launched community of clients.
Dr Tim Ltd is a UK-based eLearning company that provides high-quality video-based instruction for Medical Aesthetics practitioners for a world-wide audience. The exclusive online aesthetics courses are designed to build confidence, knowledge and technique at every stage, working from foundation level to advanced treatments and management of complications.
You are the ideal candidate if you have experience growing an online membership. The client journey is something you obsess over from onboarding to customer service to gamification. You want every community member to be engaged and feeling the love during their experience. To drive the service, you analyze KPIs and find trends where the membership can serve clients better. You’re a Russell Brunson fan, and you understand how valuable an engaged community is to the business..
You are perfect for this role if you have a high drive for results, you're a problem solver with an optimistic can-do attitude, and you are excellent at finishing projects. If this kind of work excites you, and you are ready to bring your “JGID” attitude to everything you do, you’re a great fit for this role!
Responsibilities (tasks associated with the role)
- Engagement. Optimise systems for members’ engagement within our Facebook communities.
- Consumption. Set up and run systems to encourage members to consume membership content.
- Feedback. Systematically gather members’ feedback and work to adjust our offerings accordingly.
- Quality of membership content & live online events. We know that the success of our membership stands or falls on how successful our members are after they’ve used our content and live events. So, you’ll need to work with the Production Manager to ensure that the content ‘s quality keeps members coming back for more.
- Onboarding & customer journey. Because we’re at the beginning of running memberships, our onboarding and ongoing customer journey set up is not very well developed.
- Members’ leadership programme. The best tribes empower members to rise up and claim leadership spots. For example, making their own content or leading local breakout groups under the ProInjector/ProFinity umbrella. You will set up systems to make this happen.
- Tribe/culture building. If our membership is just seen as a boring old ‘group’, our mission will fail. Rather, we need to build a tribe with its own values, symbols, mantras, and most importantly, deep relationships. You will systematise this.
- Ascension and sales. Set up sales mechanisms to encourage members’ ascension to higher tiers.
- Management. Optimise and run the Customer Success team (currently 2 remote team members). Their two most important goals will be customer satisfaction and optimising sales opportunities.
- Infrastructure. Work with tech colleagues to ensure membership platforms are optimised for an amazing customer experience.
- IRL events. We want to begin running physical events for members. You will plan these, and commission an external consultant to run them.
- Partnership liaison. Set up and nurture collaborations with external experts to serve members’ needs, for example product supplier discounts in different territories.
- Build out new membership features and workstreams. For example: new tiers, new income streams, changes in pricing, member referral scheme etc.
- Analytics. Set up and run analytics not only about members’ behaviour and preferences inside the membership, but also about their businesses so we can constantly serve them at a higher level.
- Concierge. Look after members within the Facebook groups e.g. signposting to resources.
- Marketing. Whilst it won’t be your job to do the marketing that brings in new members, you will need to liaise with the marketing team to ensure that membership is being properly represented externally. For example, you will provide the marketing team with social proof of members’ success.
Requirements (expected proficiencies to excel in this role)
This position is for a person who is/has:
- Proven track record of growing an online membership.
- Specific experience of implementing performance-driven customer success SOPs e.g. onboarding, community gamification, content consumption optimisations etc.
- You love building stuff. You love nothing more than getting your head down and building out systems that have a real impact on humans.
- Comfortable with operating at both a strategic level and also in the detail helping individual members.
- Competitive with yourself. You’re itching to get those numbers going north.
- You are a completer-finisher. JGID is your mantra.
- Comfortable with uncertainty. We are currently pivoting the business toward membership so you’ll need to be the kind of person who gets excited about implementing new stuff and driving change with colleagues.
- Direct response marketing knowledge. We are Russell Brunson devotees so it would be a massive bonus if you are embedded in that world too.
Additional requirements:
- Ability to work remote, but must be on European time. Additionally, must be able to travel to our office in Holmes Chapel, Cheshire about once a month.
- Reliable internet connection
- Reliable and distraction-free work environment
Software Utilized by Company
Mailchimp, ClickFunnels, Trello, MS Teams, MS Office, Google Workspace, Dropbox, Meta Business Suite, WordPress, GoHighLevel, Canva, Adobe, Zapier, Buzzsprout, Zoom
Current Team Members
CEO, COO, Integrator, Head of Innovation and Technology, Product Lead, Fulfillment Coordinator, Content Marketing Manager, Paid Traffic Manager, Content Production Team (blog writer, graphic designer, videographer), Customer Service representative
Currently adding: Funnel Builder, Brand Partnership Coordinator, and Performance Marketer
About the company
Dr Tim Pearce MBChB BSc (Hons) MRCGP founded his eLearning aesthetics concept in 2016 in order to provide readily accessible BOTOX® and dermal filler online courses for fellow Medical Aesthetics practitioners. His objective was to raise standards within the industry through provision of high quality video-led resources.
Our exclusive online aesthetics courses are designed to build confidence, knowledge and technique at every stage, working from foundation level to advanced treatments and management of complications.
We’re very much a driven, fast-paced and creative team at Dr Tim. We’re known in the market for cutting-edge education but also for speaking truths and shaking things up. ‘Radical candour’ is one our 5 core values for how we all show up to work each day – if something needs saying, let’s say it!
Working at Dr Tim means a fun, playful but also hard-working environment where we use that energy to break the mould and do things differently to our competitors. We embrace uncertainty and encourage all our team to have a curious mind and be willing to embrace progress before perfection – this is how we grow quickly and stand out from the crowd - by being willing to fail instead of quick to blame.
Being fully privately owned means we don’t have to answer to any outside, controlling party (like banks or private investors). This has allowed us to set our own pace and to get the whole team’s ideas involved in how we shape the business. We want everyone at Dr Tim to feel a part of something bigger where how you think can really make a big difference to the company’s future, the standards in a developing industry, and also how you grow and develop as a person
You can learn more about the company HERE
How thing are done at the company (AKA company values):
- Brave and curious. Everyone on the team is into personal development which means we’re constantly asking ourselves empowering questions and being brave enough to try new approaches.
- Radical candour. We bravely challenge each other and the status quo, but always with the very best of intentions to move the needle.
- Move fast and break stuff. We are the opposite of a stuffy corporation. We know that to succeed we must fail a lot which requires a lot of testing.
- LOLs. We have an irreverent sense of humour! There’s lots of banter in meetings.
- Scalable thinking. We know there’s freedom in finding what works best and creating an SOP to ensure it gets replicated as we grow. We haven’t always done this, but we’re now fully signed up to its power.
Offer Details
This is a full-time position.
- 28 days’ annual leave + 8 public holidays + your birthday off
- Pay is between £ 38,000 - £ 42,000 per year (based on experience).
- If you’re frustrated by not seeing the impact of your work quickly enough, we are operating in the kind of space where you could make a tweak and be seeing big results in a matter of days. Dopamine, baby!
- This is a new role so chances are very high that you’ll be able to put some serious uplift numbers on your CV.
- If it’s important to you to be around good people doing good things, you could not join a better team. We’re all about growth.
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