Customer Community Experience Manager

Our Goal: Delivering Exceptional Customer Experiences

Xero empowers small businesses to drive growth and change globally by automating routine tasks, surfacing actionable insights, and connecting them with the right data, advisors, and apps.

The Community Team plays a vital role in Xero's Customer Experience organization. It fosters connections among partners and small business customers through thousands of discussion forums.

As a Community Manager, you will be the face and voice of Xero in its community forums, setting the tone in product development. Your responsibilities include designing, testing, developing, and curating team processes, as well as leading the team to drive positive outcomes aligned with the Customer Strategy and goals of Xero.

You will work closely with Customer teams and other professionals to decide, refine, and communicate community and customer best practices. Your passion for making customers' lives easier when using Xero will empower Community associates to share knowledge, connect users, and grow positive engagements across Community platforms.

By analyzing community trends and discussions, you will draw business insights and provide feedback through internal channels. These insights will drive investment decisions, enhance resource allocation, and ensure sustained delivery of beautiful experiences in critical moments, ultimately creating value for the Xero community.

Key Responsibilities:

• Foster a vibrant Xero community by facilitating engaging conversations among users and prospects while maintaining a strong brand reputation.
• Collaborate with Customer teams to continuously enhance the community, aligning with the broader Customer Experience Strategy and driving shared initiatives.
• Innovate and refine online content and communication tools to optimize the community experience and reflect an appropriate tone-of-voice.
• Maintain brand consistency by aligning with Marketing, PR, and Communications teams, 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 and product feedback model in collaboration with other Community Managers and stakeholders, contributing to company-wide objectives.
• Actively moderate and respond to community contributions promptly, de-escalating conversations and promoting harmony on Xero's platforms.

• Exceptional communication skills that enable you to shape, influence, and champion community strategy with diverse stakeholders.
• Strong collaborative leadership abilities, with the capacity 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.

We offer a generous benefits package, including paid leave, health insurance, life insurance, income protection, wellbeing programs, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, and more.