Senior Manager Community Engagement

BA/BS or equivalent experience preferred
5-7 years’ experience in online communities’ management journalism or other relevant experience
3-5 years experience building online and in-person brand communities
Experience managing brand community day to day operations, including gamification and advocacy programs
Experience as a community tool owner or power user
Knowledge of brand community management best practices and industry trends

Developing and implementing improvements to the Community portal, in accordance with organizational objectives
Developing, testing and maintaining new site features
Pitching and executing projects that require collaboration within the team and cross functionally with other organizations
Establishing and maintaining peer relationships
Presenting on team calls to keep customer-facing teams informed about community features and events

Making sure customer activity in the Community is being followed up on
Encouraging user growth and engagement via the gamification program and other outreach
Promoting the Community both externally (eg. social media, customer events) and internally (eg. team calls)
Supporting customer advocacy strategy by identifying and cultivating engaged Community members
Owning Community tooling and user experience
Leading initiatives around Community growth and development
Tracking Community success via business-relevant metrics