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 Fan Engagement 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:

Fan Communications & Community Management

• Overseeing and optimizing fan communications, managing the inbox with efficiency and empathy to ensure timely, thoughtful responses that build lasting affinity.
• Leading direct engagement with Jellyfriends, setting standards for clear, heartfelt communication and mentoring team members on tone, voice, and service excellence.
• Monitoring and escalating community concerns, serving as the bridge between fans and stakeholders to ensure collaborative, effective resolutions. 

• Managing and developing a Fan Engagement Coordinator, providing coaching, feedback, and growth opportunities while ensuring execution aligned with broader fan engagement goals.
• Partnering with international Fanbase Manager to align messaging and initiatives, creating a cohesive global fan experience while adapting to local nuances.

• Owning end-to-end execution of fan events, from planning and cross-functional coordination to seamless, high-impact delivery.
• Designing and implementing gifting strategies to engage high-potential fans, curating authentic seeding experiences that strengthen loyalty.
• Contributing to global fan engagement strategy by piloting creative “surprise and delight” activations that foster meaningful, lasting relationships.

You'll have:

• 5–8 years of experience in community management, brand engagement, or customer experience.
• A proven track record leading fan/community programs and delivering high-quality events or activations.
• Experience managing and developing team members.
• Strong cross-functional collaboration skills, with success partnering across international teams and stakeholders.
• Ability to identify and nurture brand advocates through thoughtful gifting and engagement initiatives.
• Excellent communication skills with a warm, playful tone, plus strong organizational and project management ability.
• A genuine passion for fan culture and creating memorable, surprise-and-delight experiences.

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:

• $90,000 - $115,000