Community Engagement Manager

The Role

We are seeking a Community Engagement Manager to lead our customer community, fostering a vibrant and inclusive environment where users can connect, share, and learn from each other.

This is an exciting opportunity for a motivated individual with exceptional communication skills to drive community growth, engage with customers, and promote the benefits of our platform.

• Key Responsibilities:
• Foster a positive and supportive community by facilitating engaging conversations among users, promoting knowledge sharing, and resolving issues in a timely manner.
• Collaborate closely with cross-functional teams to continuously enhance the community experience, aligning with our broader customer strategy and driving shared initiatives.
• Innovate and refine online content and communication tools to ensure they meet the evolving needs of our community.
• Maintain brand consistency by aligning with our marketing, PR, and communications efforts, and lead the team in managing social media support requests.
• Oversee the quality and accuracy of responses provided across customer channels by reviewing template answers and conducting quality assurance.
• Provide insightful reports to stakeholders, identifying and capturing key trends and needs within the community.
• Develop a sustainable customer feedback model in collaboration with other community managers and stakeholders, contributing to company-wide objectives.

The Ideal Candidate

We are looking for a candidate with exceptional communication skills, strong collaborative leadership abilities, and a proven track record of driving community engagement. The ideal candidate will be able to shape, influence, and champion community strategy with a diverse range of stakeholders.

• Required Skills and Qualifications:
• Exceptional communication skills that enable you to shape, influence, and champion community strategy with a diverse range of stakeholders.
• Strong collaborative leadership with the ability to drive cross-functional alignment and cultivate high-level relationships to achieve organizational goals.
• A track record of efficient problem resolution, taking ownership of complex issues and developing strategic processes for timely management.
• Agility and adaptability to navigate significant change, act quickly, and champion flexible work practices while enabling your team to thrive in dynamic environments.
• Strategic organizational skills applied to project management and process optimization, consistently delivering high-quality outcomes.
• Proven leadership abilities in owning and driving a community vision, effectively elevating the team and platform through strategic prioritization and problem-solving.
• Demonstrated experience in a community or customer-facing role, showcasing your ability to influence strategy through effective communication and de-escalate conversations.
• A talent for fostering harmony in online settings and empowering teams to succeed amidst evolving needs and challenges.

About Us

We offer a dynamic and supportive work environment, dedicated to helping our customers succeed. Our comprehensive benefits package includes generous paid leave, employee assistance programs, health insurance, life insurance, income protection, wellbeing and sports programs, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human values.

We are committed to creating a workplace that is inclusive, respectful, and supports the well-being of all employees. If you are passionate about community engagement and want to make a meaningful impact, we encourage you to apply for this exciting opportunity.