Reporting to the Senior Manager, Social Media, the Manager, Customer Communities will be responsible for the overarching strategy and daily management of our private customer communities (including Facebook Groups and our primary community platform) and our employee social advocacy program, including overseeing and managing direct reports
- The ideal candidate is a stellar communicator with a passion for building relationships and bringing structure to our engagement efforts
- You are a data-driven and empathetic leader, capable of managing customer messaging, handling escalations with professionalism, and mobilizing our internal team to become powerful brand advocates
- Oversee, train, and mentor direct report(s), provide direction through clear expectations, regularly conduct check-ins and provide performance feedback while supporting individual development
- Develop and execute the end-to-end strategy for our customer community platforms, focusing on increasing engagement, providing value, and building brand trust
- Oversee all day-to-day community management, including content programming, moderation, and defining the customer messaging strategy across all groups
- Serve as the primary point of escalation for customer issues within the communities, working cross-functionally with Support, Customer Success, and Product to ensure timely resolution
- Oversee our employee advocacy program, empowering our team to share brand narratives effectively via social
- Rigorously measure community analytics, track member growth and engagement, report on progress, and refine existing strategies to demonstrate business value
- Work cross-functionally with the Marketing organization to source user-generated content, customer testimonials, and product feedback from the community
Contribute to the broader social media program by amplifying community stories and ensuring our customer voice is highlighted
