About the job As a Community Manager, Commercial Testing (f/m/d)your role is to support the company in the creation of an engaged community of users to collect first-hand feedback on commercial, marketing and business topics from our customers.
In this new role, the candidate will be driving the definition of the customer profiles, setting up the community platform, and engaging users to ensure motivation and commitment. In collaboration and alignment with the global stakeholders (Product Managers, Marketing Team, Commercial Teams and more), the candidate guides activities aligned with business priorities and projects. Content creation, moderation, and fostering interaction between brand and users are crucial aspects, with a focus on positive user experiences. The position requires strong analytical and digital skills for collecting and analysing customer feedback, including creation of reports and actionable insights, as well as managing documentation and ensuring compliance.
This is a 12 month contract with no possibility of contract extension. In this role, your primary responsibilities include but are not limited to:
Define Customer Profile and Recruitment:
•Utilize existing CRM systems to identify and define customer profiles in collaboration with the stakeholders.
•Elaborate and implement strategies to recruit and onboard customers into the community.•Recruit and maintain a stable community base in the key countries identified.
Community Platform Setup:
•Define and align the scope of the community in terms of geographical scope, number of customers and intake process.
•Establish and configure the community platform where interactions and discussions will take place.•Collaborate with IT and other relevant teams to ensure a user-friendly and visually appealing platform.
•Define and align with key stakeholders the KPIs to assess the project's success and define the next steps.
Customer Engagement:
•Implement engagement strategies to maintain motivation and participation within the community.
•Monitor community activities, respond to users' queries , and foster positive interactions.•Collaboration with Business Units:
•Connect with business units and commercial teams to understand priorities and ongoing projects.
•Consult with commercial and product management teams to guide them in identifying the activities aligned with business objectives and priorities.
Content Creation and Surveys:
•Design and launch surveys, tests, and other interactive content for the community.
•Generate discussions, threads, and other engaging content to solicit feedback from community members.•Moderation and Commitment:
•Moderate discussions, answer questions and ensure a high level of commitment from community members.
Brand Interaction:
•Ensure a positive interaction between users and the brand.
•Implement strategies to enhance the brand image within the community.•Analysis and Reporting:
•Analyse data collected from community through surveys and other customer interactions, and create reports.
•Analyse community activities and report insights to the business.
•Provide regular updates on the performance of community initiatives and recommend improvements to the key stakeholders.
Documentation and Compliance:
•Manage necessary documentation and ensure compliance with relevant regulations within the community.
Your profile •Bachelor's or master's degree in marketing, communication, business administration or an equivalent combination of education and work-related experience.
•Proven experience in community management, CRM, or related roles.
•Excellent communication and interpersonal skills.•Familiarity with community platforms and social media.
•Analytical mindset with the ability to derive insights from data.
•Experienced with state-of-the-art digital surveying tools.
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