online customer community manager

1 week ago


Manila, National Capital Region, Philippines KMC Solutions Full time

We are seeking an experienced Online Community Manager to oversee and grow our B2B customer community. This role will be responsible for community engagement, content strategy, user experience, and overall community health to ensure a vibrant and valuable experience for our customers. The ideal candidate has experience managing online communities and understands global B2B customer engagement.

Community Engagement & Moderation: Foster meaningful discussions, encourage participation, and ensure a positive, professional community environment.

Content Strategy & Management: Develop and curate engaging content, discussions, and events to drive community engagement.

User Experience & Platform Management: Optimize the user experience by managing permissions, customizing pages, and improving platform usability within Salesforce Experience Cloud.

Member Support & Onboarding: Develop onboarding strategies for new members, provide guidance, and address questions or concerns.

Insights & Reporting: Track key community metrics (engagement, participation, sentiment) and provide regular reports with insights and recommendations.

Collaboration & Advocacy: Work closely with internal teams (Marketing, Customer Care, Customer Success, Product and Sales) to align community activities with business goals and advocate for community needs.

Community Growth & Outreach: Implement strategies to increase membership, engagement, and retention.

Event Coordination: Plan and execute virtual events such as AMAs discussions to foster interaction and learning

Policy & Governance: Enforce community guidelines and ensure compliance with best practices and company policies.

Proven experience managing online communities, preferably B2B, with a strong understanding of community dynamics.

Excellent written and verbal communication skills in English.

Strong customer engagement and relationship-building skills.

Ability to analyze community data and extract actionable insights.

Experience in content creation, moderation, and community engagement strategies.

Familiarity with CRM, marketing automation, and customer success tools is a plus.

Ability to work independently and collaborate with cross-functional teams.

A passion for technology, customer communities, and fostering engagement.

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