Manager, Community & Customer Advocacy

Description

Info-Tech is looking for an experienced Community Manager to launch and manage a new online customer community. This is an exciting opportunity to be on the ground floor to help design the strategy and structure of the new community, including the discussion forums, gamification features, rewards, internal enablement, and more.  You will own the day-to-day management of the community to drive enrollment and ensure active engagement of community members.  The role will also entail helping manage aspects of the Info-Tech customer advocacy program, including program communications, internal enablement, and advocate program activities.

We are open to remote candidates in Canada or United States.

Duties & Responsibilities:

• Manage the design and implementation of a new online customer community
• Oversee the day-to-day management of the community to ensure member growth, discussion forum engagement, and community advocate activities 
• Act as the main point of contact with the community platform vendor to ensure delivery of services 
• Collaborate extensively with internal stakeholders to solicit engagement and feedback on community discussion forums 
• Define and deliver community engagement activities, including a gamification and rewards structure 
• Monitor discussions and help establish community code of conduct guidelines 
• Own the external and internal communication strategy to drive membership and engagement 
• Track success of the community and develop robust reporting to attribute business value to community outcomes 
• Assist with management of advocate program customer engagement tied to the community and other programs

Education & Experience:

• Post-secondary education or equivalent experience
• 5-10 years of experience in community management, customer marketing, customer advocacy, or a marketing programs role
• At least 2 years of experience administering a community platform (specific experience with Influitive is a plus)
• Marketing experience in the B2B technology industry is an asset

Skills:

• Excellent written and verbal communication skills 
• Previous experience in a client-facing marketing role with proven track record managing successful strategies that drive customer engagement and advocacy
• Proven experience managing marketing programs to drive varied business results
• A self-starter with the ability to thrive in a fast-paced environment

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process.


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