Lead, Community Management

3 weeks ago

London, United Kingdom Personio Full time

**The Role**:

- This position can be based in any of the Personio offices (Munich, Berlin, Amsterdam, Dublin, London, Barcelona, Madrid) or remote in those countries._

At Personio we are on the amazing journey of becoming the leading People Operating System in Europe Join our international Customer Education team and take an active role in shaping our culture and the future of thousands of People teams and organizations across Europe. At Personio you will have a direct impact on our product, our users, our organization, and the future of HR in Europe.

You’ll play a key role in our Customer Engagement team, which empowers and educates customers to become Personio and HR experts by encouraging self-service, networking, and knowledge sharing across multiple platforms. You’ll also help to drive our Customer Education vision to create the educational ecosystem that empowers people, inside and outside of Personio, to redefine HR.

As the **Lead for our Community Management** team, you’ll be responsible for driving the strategy and operations of our online communities. Personio has a thriving online community, serving our German and English-speaking customers, with over 8,000 members. As Personio develops more self-service experiences for our customers, we aspire to connect and engage HR professionals through our online communities to support one another in their usage of Personio as well as building HR best practices. We recognize that growing and engaging our community is essential for our customers to thrive, and ultimately drives Personio’s success by creating more engaged advocates.

This role reports to the Sr. Lead, Customer Engagement, who is responsible collectively for our online and offline communities (ex. customer events, advisory boards) and will tie to our overall Customer Education strategy, including our Help Center, Academy, in-app education, and more.

You’ll be responsible for the strategy for our online communities, including how we deepen customer engagement, increase peer answer rates, drive Super-User programs, run content and programming (aligned with our overall content strategy), work with our Product team to connect with customers on ideation, work with our Growth and Marketing teams to drive campaigns and leads, and promote the community to our customers as well as the broader market. You’ll also lead the team who executes these strategies as well as moderating the community.

**What you need to succeed**:

- Recruiting, hiring, and ongoing development of all Community Managers
- Analyzing the individual and team performance as well as company impact KPIs - identifying individual performance, creating a positive and effective feedback culture, optimization potentials, and trends
- Optimizing the operational performance and success of the team with a strong focus on customer experience, loyalty and company success
- Driving strategy to optimize our community satisfaction, effort score, engagement, and peer answer metrics
- Ensuring that the team can effectively moderate and drive content programs, aligned to our broader service and content strategy approaches
- Innovating around community management and creating best practices to uplevel the customer experience
- Supporting escalation and complaint management for critical interactions with customers within the online communities
- Collaborating with our CX, Marketing, Product, and Legal teams to drive leads and campaigns through the community
- Promoting the growth of the community through integration of campaigns, social media, events, and SEO
- Development and administration of clear guidelines and processes for your team’s specialization and cross-departmental collaboration.
- Deepening relationships and partnerships with our community vendors
- Creating an iconic community and self service experience for our customers.

**Your Learnings**:

- You have at least 3-5 years of experience in community management or content & channel management (B2B communities are a big plus)
- You have 2+ years experience in people management and team building to deliver impact. Experience in SaaS or high-growth technology companies would also be valued.
- You thrive at raising and developing people, developing diverse teams, motivating individuals to get the best of their capacities, and orchestrating team work and projects.
- You have strong community-building skills and community knowledge
- You have superior analytical skills, with a proven track record showing that you think analytically, understand metrics, interpret community data, and adjust strategy accordingly.
- You’re a strong communicator, able to communicate with and influence senior leadership, as well as framing discussions to gain valuable feedback and experience. You communicate internally and externally in the manner appropriate to the situation,writing and presenting before groups of all sizes.
- Entrepreneurial mindset, focusing on delivering measurable outputs t

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