Head of Community - 12 Month FTC

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The role: Reporting to the Head of Customer Success, our client is looking for an experienced, energetic, and entrepreneurial Head of Community to develop and manage the Community Engagement programme. This is a critical role to ensure our client's continued growth as you find innovative ways to connect community members and engage this global membership.

As the Head of Community, you will need to be aware that this is a global role so you will need to tailor the community activities to meet the needs of a global audience. As the Head of Community, you will be the driving force in the team, working together to meet the following objectives:

  • Enhance Awareness
  • Increase Audience Engagement
  • Improve Customer Experience
  • Increase community numbers
  • Identify opportunities to improve the existing community programme.

You'll be working closely with many departments in the company from relationship managers, marketing and comms, executive team, Product Development and sales.

Key Responsibilities of the Community Manager:

This role has the scope to take ownership of key projects, suggest innovative or improvement ideas and grow your own community management skill set. The role will include:

  • Help set the vision for the community & refine, update, and execute on strategy.
  • Actively engage with community members to stimulate advocacy and participation and foster a positive and inclusive community atmosphere. Facilitating customer support via Community.
  • Enforce community guidelines and policies, address and resolve conflicts, and work collaboratively to develop, update, and communicate community guidelines and policies. Identify and segment audiences to ensure targeted activity that adds member value.
  • Coordinate & manage content calendar, working with marketing and wider business to build plans for online groups - written and multimedia i.e. polls, discussion posts, webinars, etc. Planning and delivering Community-based communications externally.
  • Gather feedback from community members and provide insights to the organisation.
  • Design an Advocacy framework which will identify and empower community advocates.
  • Stay informed about best practices and community tools.

Requirements for the Community Manager role:

  • 5+ years of community management (or customer experience/ customer support) experience with a Community Manager platform such as Vanilla, Higher Logic, Insided or similar.
  • Tech-savvy with proficiency in community management tools and analytics platforms.
  • Customer-centric with a focus on customer experience.
  • Developing and implementing strategies to grow and engage the community.
  • Ability to understand the broader goals of the organisation and align community efforts with those goals.
  • Experience working for a software company or large financial Institution.
  • Excellent communicator, both verbal and written
  • A data-driven decision-making approach

Package:

  • £80-£90,000 + benefits
  • Please note that this is a 12- Month FTC

About the client: Our client is a growing SaaS organisation who have recently acquired their Series E funding. They intend to use part of this funding to scale the business. With some ambitious goals set for 2024 this is a great time to be joining. If you have experience in building and engaging communities, then this could be the perfect role for you!

Location: The Head of Community will be based in Central London. There is an expectation that successful candidates will be in the office two or three days per week. This opportunity would not suit someone who is looking for a remote role.

BMS Performance has spent years building strong relationships with leading companies. We can introduce you to the right companies for your skillset and guide you to help you get your next Marketing role.

If you have recently met with a BMS Consultant at our London office, please contact them directly to discuss this opportunity.