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Customer Engagement Manager

2 weeks ago

Manila, National Capital Region, Philippines KMC Solutions Full time

KMC Solutions Overview:

We are a technology company dedicated to delivering innovative solutions to our customers. Our team is passionate about fostering engagement and growth through our online customer community.

About the Job:

  • The successful candidate will be responsible for developing and implementing community engagement strategies to drive user adoption and retention.
  • This includes creating and curating engaging content, managing community discussions, and optimizing the user experience within Salesforce Experience Cloud.
  • The ideal candidate will have a strong understanding of community dynamics and be able to analyze community data to inform decision-making.
  • They will also be able to work independently and collaboratively with internal teams to achieve business goals.

Responsibilities:

  • 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.