Jellycat is a privately owned design-led, gift brand headquartered in London. We create innovative luxurious products in the soft toy, accessory, baby and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go!

As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand. As our social media presence and online fanbase community grows around the world at a rapid pace, we are looking for support in communications with our Jellycat community. At Jellycat, our community is at the heart of everything we do. We’re incredibly fortunate to connect with our fans every day, whether through social media, heartfelt letters, or emails. Their enthusiasm and support mean the world to us. We’re committed to creating joyful, engaging experiences that bring the world of Jellycat to life and make our fans feel even more a part of it.

The Fanbase Manager plays a key role in ensuring that the Jellycat community feels valued, recognized, and heard. This role is responsible for overseeing the fanbase experience and collaborating with key stakeholders across the business to enhance every stage of the customer journey, from engagement to purchase.

You'll be:

• Managing the fan mail inbox, including replying to queries, organizing incoming messages, and ensuring timely, heartfelt responses.
• Responding to queries and messages from Jellyfriends, ensuring all inquiries are handled with care and clarity.
• Maintaining regular communication with Fanbase Managers in other regions to ensure consistent messaging and alignment across the global Jellycat community.
• Collaborating with International Fanbase Managers to plan and execute fan-focused events to a high standard and in line with global best practices.
• Identifying and engaging fans who will genuinely appreciate our collections, ensuring thoughtful and meaningful gifting experiences.
• Escalating community issues to relevant stakeholders in a timely manner, while ensuring effective resolution through collaborative problem-solving.
• Partnering with the wider Fanbase Team to discover creative and impactful ways to surprise and delight our fans, fostering deeper connections and lasting engagement.

You'll have:

• At least 2 years of experience in community management or customer service roles.
• Excellent written communication skills with a playful, engaging tone.
• Strong organizational skills and keen attention to detail.
• A passion for fan culture and community engagement.
• The ability to thrive in a fast-paced, dynamic environment.
• A flexible, personable, and positive attitude with a team-first mindset and motivation to contribute to a high-performing team.

Our Perks & Benefits:

• Discretionary Bonus - All employees are eligible for a discretionary annual bonus based on the success of the company.
• Medical, Dental, Vision and other Benefits - Jellycat offers medical coverage through Blue Cross Blue Shield of MN (along with a generous employer Health Savings Account contribution), dental coverage through Delta Dental of MN as well as vision coverage through DeltaVision. Jellycat also offers company paid Short Term Disability, Long Term Disability, Basic Life Insurance, and the opportunity to elect additional voluntary life insurance.
• Safe Harbor Employer Contributions - Upon eligibility, Jellycat contributes 3% to the 401k investment account independent of the employees' elections for individual contributions.
• Paid Time Off (PTO) - Jellycat offers up to 30 days of combined vacation and sick time at the start of each calendar year.
• Employee Assistance Program - Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program.
• Regular Social & Team Events - We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Compensation:

• $70,000 - $90,000