Position - Customer Community Manager
The Community Manager role sits within the Customer Office team, a new function within Unified Support responsible for the relationship with its customers. The IFS Community has seen significant growth since its introduction in 2021, with nearly 18,000 members and the Community Manager will be responsible for administration and driving further engagement with the Community across IFS colleagues, Customers and Partners.
Qualifications
To be successful you will:
Essential:
- Proven work experience as a community manager
- Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, creating an event series and writing an email newsletter)
- Ability to identify and track relevant community metrics (e.g. repeat attendance at events)
- Ability to interpret website traffic and online customer engagement metrics
- Bachelor's Degree or proven equivalent knowledge and experience
- Natural skills in building relationships and finding support to get the job done
- Able to operate in a fast paced, geographically, and culturally diverse teams
- Strong team player and networker
- Great communicator who helps build the IFS brand
Desirable:
- Relevant industry experience
- Comfort working within a matrix-rich organisation
Additional Information
Essential duties and accountability:
The Community Manager will have responsibility for administration and engagement of the IFS Community.
Responsibilities include:
- Manage onboarding and offboarding of members in a timely manner
- Ensure customer queries are dealt with in line with agreed timescales
- Engage with the Community driving responses to comments by the community members in a timely manner, for example using gamification
- Monitor the Community to ensure members are working within Community guidelines and policies and take action where required
- Organize and participate in events to further build the community
- Coordinate with Marketing, PR and Communications teams to ensure brand consistency
- Liaise with Development and Sales departments to provide appropriate areas within the Community for new products and features
- Stay up-to-date with digital technology trends
Success Criteria
- Improvement in the key Community KPIs, covering:
- Membership
- Engagement
- Governance
Additional Information
In addition, you will:
- Proficiency in English and relevant local language
- Strong verbal and written communication skills
- Working across multiple functions and geographical locations in a deadline- and outcome-driven environment
- Flexible for travel
Generating Download Link...
.png)
