You will have direct responsibility for leading and managing the Community Engagement Team and supporting a global work from home community of approx. 10k+ individuals.  Your role will involve driving global community participation levels and coming up with new and exciting ways to motivate, engage and retain members of our online community.  This role is target driven and you will have responsibility for meeting key customer KPIs and deliverables.  This is a customer facing position and strong communication skills will be required.  This will be a fast-paced role which requires drive and determination.

This role is a fixed term contract for 12 months.

Duties & Responsibilities:

• Responsible for achieving KPI’s and customer deliverables and working with the team to achieve these 

• Participate and present data in customer meetings, quarterly business reviews & other program meetings  

• Manage and forecast community capacity across markets in line with work availability

• Contribute to meetings with functional managers/team leads

• Manage communication, announcements, and general information to our online global community 

• Ensure the global community are being supported in a professional and efficient manner 

• Resolve community escalations and issues in a timely manner instigating corrective action as appropriate

• Focus on the productivity of the global community, address any shortfalls and put action plan into place

• Lead and manage a team directly, providing daily guidance and support 

• Responsible for staff performance through managing, supporting, and motivating the team on an ongoing basis 

• Manage and drive the efficiency of individual team members and daily assignments to ensure full utilization of team resources 

• Work to empower the team to innovate and simplify processes

• Manage on-going professional learning and development of individual team members

• Collaborate with Media team and/or Marketing team to promote new initiatives for our community from a communication, branding & overall engagement perspective 

• Compile community reward/incentive programs, analyze & issue results

• Work with Technology Team to continuously improve existing community platforms

• Analysis of weekly/monthly reports, identify trends and follow up with key action items to ensure full customer satisfaction

This list is not exhaustive as there may be other duties and responsibilities that form part of the role

Experience & Required Skills:

• 4+ years’ experience working in a global/multinational environment 

• Sufficient seniority and credibility to advise program and functional teams 

• Experience in online community/vendor management essential

• Experience leading a team and working to achieve targets

• Strong organizational and multi-tasking abilities are essential to this position

• Ability to work in a team environment with a high sense of urgency

• Flexibility and willingness to support multiple functions/business units when required

• Research experience including conducting of surveys and data analysis is an advantage

• Proficiency in Excel is essential including experience using pivot tables

• Excellent problem solving and analytical skills 

• Strong attention to detail with a focus on diligence and accuracy 

• Experience of using online social media in a work environment, or professional use of social media is highly desirable 

Educational Requirements:

• 3rd level qualification in a business/marketing related degree or similar degree