Community Engagement Assistant

Role: Community Engagement Assistant

Reports into: Director of Marketing & Culture / Director of Live Operations

Location: Drumsheds, London

Contract Type: Fixed Term Contract until March hours per week)

Broadwick Live is a multifaceted international company with headquarters in London who create, develop, own and operate a diverse portfolio of venues, spaces, events and experiences.

We believe in redefining spaces and how people experience music, art, culture and recreation by breaking down the traditional barriers. Our history and heritage is deeply rooted in music, building a portfolio of 20 global festivals before selling the portfolio in 2019 to focus on our growing portfolio of venues that includes Printworks London, Depot Mayfield Manchester, Drumsheds London, Exhibition London and Magazine London.

Collectively we strive to push boundaries and disrupt the cultural landscape by combining big thinking, bold ideas and commercial intelligence to produce spaces and experiences for discerning audiences in inspiring locations.

The Broadwick Live Marketing team delivers industry-leading campaigns that shape how audiences engage with music, space, and culture. We sit at the intersection of creativity and commerce, working cross-functionally with internal teams and external partners to build narratives that drive ticket sales, engagement, shape cultural perception, and drive growth.

We're a passionate and dedicated team with strong values and vision for the future of events and culture spaces.

We are looking for a proactive and organised assistant to manage our direct guest communications during Drumsheds' live event season. You will be responsible for the venue inbox, incoming comments and DMs on our social media channels, and our show day WhatsApp channel. You will be the first point of contact for our audiences, ensuring clear, consistent and empathetic communication across email, comments and DMs. This role is vital in maintaining trust and building loyalty with our community, particularly on event days when responsiveness is critical. You will provide timely, on the spot, friendly assistance to help our guests make the most of their Drumsheds experience.

• Monitor and respond to incoming messages in the Drumsheds inbox, escalating issues to relevant teams where required.
• Manage social media community responses (Instagram and TikTok) during live event periods, including questions about tickets, entry, running times and venue facilities.
• Manage Drumsheds guest services WhatsApp during venue opening hours.
• Uphold Broadwick's brand tone of voice in all communications, ensuring responses are clear, concise and aligned with our values.
• Track and flag recurring audience questions or issues to Marketing and Operations teams, helping us improve FAQs and proactive communications.
• Support incident comms handling by escalating sensitive queries promptly and drafting holding responses when needed.
• Maintain accurate response templates to ensure consistency across platforms.
• Provide daily summary reports of inbox/social activity during event weeks (volumes, themes, sentiment, escalations).
• Work closely with Marketing and Ops teams to ensure alignment on key show information before doors open.
• Proactively suggest routes to community engagement with event communities in advance and on show days.

• Experience in community management, customer service or social media moderation (preferably in live events, music or hospitality).
• Excellent written communication skills with the ability to adapt tone to context.
• Confident working under pressure and managing multiple queries at once.
• Familiarity with social media platforms and scheduling/publishing tools.
• Strong problem-solving skills and ability to handle sensitive issues diplomatically.
• Interest in music, nightlife or live events is essential.
• Flexibility to work late evenings and weekends as per rota.