Sr. Manager Community & Advocacy

Constant Contact is looking for a Sr. Manager, Community & Advocacy to join our customer lifecycle marketing team. The Sr. Manager, Community & Advocacy reports into the Senior Director, Customer Lifecycle Marketing and will be responsible for the planning and execution of our community marketing strategy. This position is best for someone who is passionate about creating learning and sharing forums, educating small business owners and operators about marketing strategy and tactics, and who has a proven track record of building a network of user-generated content. You must be a people-person who loves great storytelling and partnering with key stakeholders – including Marketing Experts & Influencers, Customers & Brand Ambassadors, Content, SEO, Customer Marketing, Brand & Creative – to ensure small business owners are empowered to achieve their goals through better marketing. What you'll do:

Develop the strategic marketing vision and roadmap for the Constant Contact community, identify and build groups based on affinities or geos, and manage the calendar of campaigns to be aligned with the rest of the marketing organization

Build and partner with our network of Marketing SMEs and Influencers to contribute content and serve as go-to sources for small business questions

Work closely with the Content and KB teams to develop a strong content and technology strategy that engages and encourages participation while inspiring new customers to take the leap with Constant Contact

Working with Knowledge Base and Activation teams to develop the strategy for onboarding hubs that guide new customers through the necessary steps to develop and successfully deploy a digital marketing plan

Be responsible for driving awareness of the Community Coach program to foster lead organic discussions, and leverage that user-generated content to enable marketing and product to create compelling campaigns and product features customers want

Develop a plan to relaunch the CTCT advocacy program to drive referrals

Develop and host various campaigns, such as contests, webinars, and marketing challenges, ensuring marketing support from the CLM retention and engagement lead

Provide best-practice consultancy on community technology, management and measurement

Own the metrics for how community impacts engagement, retention, and customer LTV

Track customer sentiment and trends and communicate them to product and marketing to help inform product roadmap, campaigns and messaging

Build a team of community and advocacy while working cross-functionally with other stakeholders

Who you are:

5-7 years of relevant community experience

5+ years of experience in customer marketing or working with customer marketing

3+ years of people management experience

Demonstrated leadership skills and knowledge of strategic planning

Demonstrated ability to lead change in a complex, diverse organization including the ability to influence and negotiate

Experience with planning and managing multiple projects simultaneously while maintaining high customer service standards..

Experience with the development and tracking of key performance indicators.

Strong writing, editing and oral presentation skills

A forward-thinking attitude with an innate ability to lean in

Experience working in community platforms, such as Khoros, Higher Logic, Salesforce, Basic.AI or Influitive

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