Community Engagement Manager

Location: Fully Remote, USA

Job Overview:

The Customer Success team at Lexia Learning is in search of an experienced Community Engagement Manager to lead our efforts in building, nurturing, and growing our online community. This role plays a pivotal part in boosting customer engagement, promoting collaboration, and fostering a lively and inclusive atmosphere within our community.

Job Responsibilities:

Moderate Community Interactions:

• Maintain a vigilant eye on community activity, enforcing guidelines and policies to cultivate a secure and welcoming environment for all members. Address content infractions and violations, such as spam, inappropriate content, and copyright issues, and escalate as necessary to the Community Manager.

• Review and approve user-generated content to ensure it meets community standards.

• Monitor discussions and interactions within the community to ensure compliance with guidelines.

• Address and manage inappropriate content, spam, and harassment by taking appropriate actions (e.g., warnings, bans, or content removal).

• Implement and uphold community standards and policies consistently.

• Update and refine moderation policies as needed in collaboration with the team.

• Mediate disputes and handle complaints with tact and fairness.

Community Communication:

• Act as a primary liaison for all customer communication within the community, disseminating announcements, updates, and notifications.

• Ensure timely and consistent communication with community members to keep them informed about pertinent events, initiatives, and opportunities.

• Collaborate closely with internal teams to coordinate customer communication efforts and align messaging with overarching company objectives.

• Facilitate discussions, Q&A sessions, and virtual events to stimulate interaction and knowledge sharing among community members.

• Collaborate with content creators and contributors to maintain high-quality and relevant content.

Customer Onboarding:

• Partner with internal stakeholders and subject matter experts to develop and execute a holistic customer onboarding strategy for all Lexia products.

• Identify and track KPIs to show impact of onboarding strategy

Community Engagement:

• Formulate and execute a comprehensive community engagement strategy aimed at enhancing customer retention within the Lexia community.

• Strategize, coordinate and promote community events and webinars to drive engagement and active participation.

• Foster strong relationships with community members, advocates, and influencers to encourage engagement and advocacy.

• Implement gamification techniques and programs to incentivize participation, recognize contributions, and stimulate healthy competition within the community.

• Monitor attendance, participation rates, and feedback from events to optimize future planning and execution.

Job Requirements:

• Bachelor's degree in Education, Communications, Business Administration, or a related field.

• A minimum of 5 years of experience in community management with a SaaS company.

• Demonstrated success in launching online communities, building and engaging participants, driving growth, and cultivating meaningful connections.

• Exceptional communication skills, with the ability to convey ideas clearly and engage effectively across various channels.

• Exceptional interpersonal skills, coupled with a genuine passion for fostering relationships and connecting with those from diverse backgrounds.

• Innovative thinker with a knack for devising creative strategies and initiatives to drive community engagement and advocacy.

• Detail-oriented and highly organized, capable of managing multiple projects and priorities within a fast-paced environment.

• Familiarity with Lexia products will be a plus.

To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/

An Equal Opportunity Employer

We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, age, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.