UGC Coordinator

UGC & Social Content Coordinator

5 days onsite in the office based in London

5 months contract

Responsibilities:

UGC Inbox Management & Customer Outreach

• Triage all customer story submissions across international markets

• Identify high-potential stories and escalate to the UGC Manager for development

• Conduct customer outreach/interviews via email and video call to assess story strength and willingness to participate

• Manage the consent and waiver process from first contact through to signed documentation

• Maintain accurate Salesforce case records throughout the content clearance lifecycle

International Partner Support

• Troubleshoot platform access issues and coordinate asset distribution ahead of launches and campaigns

• Manage partner onboarding and offboarding, coordinating access changes with the governance lead

• Track recurring issues and identify opportunities to improve partner support processes

Content Administration & Asset Management

• Upload and tag UGC assets in our digital asset management platform following established taxonomy standards

• Produce Bronze-level content end-to-end: customer quotes, blog copy, and photo stories

• Maintain content trackers and shared documentation

• Provide ad hoc production admin support for larger customer story projects (scheduling, logistics, customer coordination)

General Team Support

• Pull reporting data for monthly performance reviews

• Maintain team process documentation and playbooks

• Provide community management cover during team absence

• Ad-hoc support as required across the Content & Social function

Requirements

• Background in social media, community management or PR - this is essential

• Experience or strong interest in storytelling and content marketing.

• Excellent organisational skills with a strong attention to detail and the ability to manage multiple workstreams simultaneously – this is a large part of the role and will be essential for success.

• High level of accuracy and attention to detail, particularly in data management and process adherence

• Confident communicator: comfortable taking the lead on video calls with customers and communicating with international stakeholders

• Native level of written English for customer communications and partner correspondence

• Ability to work collaboratively within a small, integrated team where everyone contributes across workstreams

• Comfortable picking up new tools and platforms quickly

• Self-starter with an entrepreneurial spirit and a get it done attitude.