SUMMARY

• As the Community & Content Manager, you will play a key role in building and nurturing our online community while creating and curating engaging content.
• You will be responsible for developing and executing strategies to grow and engage our user base, managing social media platforms, and ensuring consistent, high-quality content that aligns with the company’s brand voice and objectives.
• Your efforts will contribute to enhancing user experience, increasing brand awareness, and driving customer loyalty.

KEY RESPONSIBILITIES

Community Management

• Develop and implement community engagement strategies to grow and nurture the company’s online community.
• Monitor and manage social media platforms, responding to comments, messages, and inquiries promptly.
• Foster a positive and inclusive community environment, encouraging user participation and interaction.

Content Creation and Curation

• Create and curate high-quality, engaging content across various platforms, including social media, blogs, newsletters, and the company’s website.
• Maintain a consistent brand voice and tone in all content.
• Develop content calendars and schedule posts to ensure regular, timely updates.

Social Media Management

• Manage the company’s social media presence, including Instagram, TikTok, Facebook, Twitter, LinkedIn, and other relevant platforms.
• Develop and execute social media campaigns to increase brand awareness, engagement, and follower growth
• Analyze social media metrics and adjust strategies as needed to achieve desired outcomes.

Engagement and Growth

• Identify opportunities to increase user engagement and community growth.
• Plan and execute online and offline events, such as webinars, Q&A sessions, and community meetups.
• Collaborate with influencers and brand advocates to amplify the company’s reach.

Content Strategy

• Develop and implement a content strategy that aligns with the company’s marketing goals and objectives.
• Conduct regular content audits to ensure the relevance and quality of existing content.
• Stay updated on industry trends and best practices to continuously improve content offerings.

Analytics and Reporting

• Monitor and analyze community engagement and content performance using analytics tools.
• Generate regular reports on key metrics, providing insights and recommendations for improvement.
• Track and report on the success of social media campaigns and community initiatives.

Brand Advocacy

• Build and maintain relationships with key community members and brand advocates.
• Encourage user-generated content and testimonials to enhance brand credibility and trust.
• Manage and nurture relationships with influencers and partners.

Customer Feedback

• Gather and analyze feedback from the community to identify trends and areas for improvement.
• Work closely with the customer support team to address user concerns and enhance the overall customer experience.
• Implement feedback mechanisms to ensure continuous improvement.

Collaboration

• Collaborate with cross-functional teams, including marketing, product development, and customer support, to align community and content efforts with overall business goals.
• Provide content support for marketing campaigns, product launches, and other initiatives.
• Training and Development
• Provide training and support to team members on best practices for community management and content creation.
• Stay updated on industry trends and continuously develop skills and knowledge.

SKILLS, QUALIFICATIONS

AND EXPERIENCE

• Minimum of 3-5 years of experience in community management, social media management, or a related role
• B.Sc. degree in Marketing, Communications, Journalism, or a related field.
• Professional certifications in digital marketing, content marketing, or social media management.
• Excellent writing and oral communication skills, including report writing.
• Emotional intelligence.
• Good knowledge of Microsoft tools like Microsoft Office, Word, Excel, and PowerPoint.
• Exceptional leadership and team management skills.
• Ability to work in a fast-paced, innovative tech environment.
• Strategy planning and implementation.
• Organization and time management abilities.
• Meticulous attention to detail and accuracy.
• Ability to multi-task and meet tight deadlines.
• Meticulous attention to detail and accuracy.
• Proven track record of creating engaging content across various platforms, including social media, blogs, and newsletters.
• Experience in digital marketing, including SEO, SEM, and content marketing strategies.
• Experience in maintaining and enhancing brand voice and identity through consistent content and community engagement.
• Experience in using analytics tools to track and report on community engagement and content performance.
• Experience in planning and executing online and offline community events is a plus.
• Background in customer engagement and support, with a focus on building strong customer relationships.
• Strong skills in content creation, editing, and curation, with an eye for detail and creativity.
• Deep understanding of social media platforms, trends, and best practices for engagement and growth.
• Excellent written and verbal communication skills, with the ability to convey messages clearly and persuasively.
• Ability to develop and implement strategies to grow and engage online communities.
• Strong analytical skills to measure content and community performance, identify trends, and make data-driven decisions.
• Passion for building and nurturing a community of brand advocates.
• Strong customer-centric approach, with the ability to understand and address customer needs and feedback.
• Proficiency in using social media management tools, content management systems, and analytics platforms.

KPIS AND TARGETS

• Community Growth- Increase the number of community members by 20% quarterly.
• Engagement Rate – Achieve an engagement rate of 10% or higher on social media posts month-on-month.
• Content Output- Publish a minimum of 6 high-quality content pieces (blogs, articles, social media posts) per week.
• Response Time – Respond to 95% of community inquiries and comments within 24 hours.
• Event Participation – Organize and execute at least 2 community events (online or offline) per quarter with a participation rate of 80% or higher event-on-event.
• Social Media Followers – Increase the number of social media followers by 15% monthly.
• User-Generated Content – Encourage and publish at least 5 pieces of user-generated content per month.
• Influencer Collaborations – Establish and maintain relationships with at least 3 influencers or brand advocates per quarter
• Customer Feedback – Implement feedback mechanisms and achieve a satisfaction rate of 90% or higher from community feedback surveys.
• Content Strategy Alignment – Conduct quarterly content audits and ensure 100% alignment with marketing goals.
• Analytics Reporting – Provide comprehensive monthly reports on community engagement and content performance with actionable insights.

KEY RESPONSIBILITIES

Marketing Strategy Development:

• Develop and execute a holistic marketing strategy to enhance the company’s brand presence and drive user growth.
• Identify target market segments and design targeted campaigns for customer acquisition and retention.
• Set measurable marketing goals and KPIs to track performance and adjust strategies accordingly.

Digital Marketing:

• Oversee all digital marketing activities, including SEO, SEM, social media, email marketing, and content creation.
• Develop and manage digital campaigns that drive traffic, engagement, and conversions.
• Utilize analytics tools to monitor digital performance and optimize campaigns based on data insights.

Event Planning:

• Plan and execute marketing events, including product launches, industry conferences, and promotional events.
• Coordinate logistics, manage vendor relationships, and ensure events align with the company’s brand and objectives.
• Measure and evaluate the success of events, gathering feedback to refine future strategies.

Brand Management:

• Build and maintain a strong, recognizable brand identity for the company across all channels and platforms.
• Ensure consistency in brand messaging and visual identity in all marketing materials and communications.
• Manage brand positioning and reputation in the market

Campaign Management:

• Design and execute integrated marketing campaigns across digital and traditional channels.
• Track campaign performance, optimize strategies, and report on results.
• Manage the marketing budget and allocate resources to maximize ROI.

Team Leadership:

• Build, lead, and mentor a high-performing marketing team.
• Provide guidance and support to team members, fostering a collaborative and innovative work environment.
• Set clear objectives and performance metrics for the marketing team.

Market Research and Analysis:

• Conduct thorough market research to understand customer needs, preferences, and trends.
• Analyze competitive landscape and industry developments to inform marketing strategies.
• Use insights to make data-driven decisions and refine marketing approaches.

Partnerships and Collaborations:

• Identify and establish strategic partnerships and collaborations to expand the company’s reach.
• Work with external agencies, influencers, and partners to enhance marketing efforts.
• Negotiate and manage partnership agreements to ensure alignment with business goals.

Customer Engagement:

• Develop strategies to enhance customer engagement and loyalty.
• Create compelling content and experiences that resonate with target audiences.
• Oversee customer feedback and incorporate insights into marketing strategies.

Reporting and Analysis:

• Track and report on marketing performance, including campaign effectiveness and key metrics.
• Prepare detailed reports for the CEO and senior management, highlighting achievements and areas for improvement.
• Utilize analytics to measure effectiveness and optimize marketing initiatives.

SKILLS, QUALIFICATIONS

AND EXPERIENCE

• B.Sc. in Marketing, Business Administration, or a related field; or advanced degree preferred. MBA desirable
• Minimum of 5-7 years of experience in Marketing, or a related role.
• Professional certifications in digital marketing, content marketing, or social media management.
• Excellent writing and oral communication skills, including report writing.
• Emotional intelligence.
• Good knowledge of Microsoft tools like Microsoft Office, Word, Excel, and PowerPoint.
• Exceptional leadership and team management skills.
• Ability to work in a fast-paced, innovative tech environment.
• Strategy planning and implementation.
• Organization and time management abilities.
• Meticulous attention to detail and accuracy.
• Ability to multi-task and meet tight deadlines.
• Meticulous attention to detail and accuracy.
• Ability to multi-task and meet tight deadlines

KEY RESPONSIBILITIES

Relationship Building:

• Develop and nurture strong, long-term relationships with key partners and clients.
• Act as the main point of contact, addressing inquiries and resolving issues promptly.
• Conduct regular check-ins and reviews to ensure partner and client satisfaction.

Account Management:

• Manage a portfolio of partner and client accounts, ensuring their needs and expectations are met.
• Track account performance and provide insights and recommendations for improvements.
• Develop customized strategies and solutions to address specific client needs.

Customer Engagement:

• Create and implement engagement plans to enhance client interactions and satisfaction.
• Organize and facilitate client meetings, presentations, and feedback sessions.
• Develop and deliver training sessions and onboarding for new partners and clients.

Problem Resolution:

• Identify and address any issues or concerns raised by partners and clients.
• Collaborate with internal teams to find effective solutions and implement corrective actions.
• Ensure timely resolution of any problems to maintain a positive relationship.

Performance Tracking:

• Monitor and report on key performance indicators related to account and partner engagement.
• Analyze data to identify trends, opportunities, and areas for improvement.
• Prepare and present regular reports on account performance and growth.

Strategic Planning:

• Develop and execute strategies to drive account growth and enhance partner relationships.
• Collaborate with the sales and marketing teams to align efforts and maximize results.
• Identify and pursue new business opportunities and potential partnerships.

Communication Skills:

• Communicate effectively with clients, partners, and internal teams.
• Prepare and deliver presentations, proposals, and reports as needed.
• Maintain clear and professional communication in all interactions. Team

Collaboration:

• Work closely with other departments, including sales, marketing, and customer support, to ensure cohesive strategies and solutions.
• Share insights and feedback with the team to enhance overall performance and client satisfaction.

Market and Industry Knowledge:

• Stay updated on industry trends, market conditions, and competitor activities.
• Use market knowledge to provide valuable insights and recommendations to clients and partners.

SKILLS, QUALIFICATIONS AND EXPERIENCE

• Bachelor’s degree in Business Administration, Marketing, or a related field. MBA is desirable.
• 5+ years of experience in relationship management, account management, or client services.
• Proven track record of managing and growing key accounts or partnerships.
• Strong understanding of loyalty programs, digital platforms, and customer engagement strategies.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to analyze data, generate reports, and make data-driven decisions.
• Proficiency in CRM software.
• Demonstrates a strong commitment to understanding and meeting the needs of partners and clients, ensuring their satisfaction and long-term loyalty.
• Effectively establishes and maintains connections with key stakeholders, leveraging these relationships to benefit the company.
• Builds trust through consistent, reliable, and transparent communication and actions.
• Excellent writing and oral communication skills, including report writing.
• Emotional intelligence.
• Good knowledge of Microsoft tools like Microsoft Office, Word, Excel, and PowerPoint.
• Exceptional leadership and team management skills.
• Ability to work in a fast-paced, innovative tech environment.
• Strategy planning and implementation.
• Organization and time management abilities.
• Meticulous attention to detail and accuracy.
• Ability t
• o multi-task and meet tight deadlines

KEY RESPONSIBILITIES

Strategic Planning:

• Develop and implement a comprehensive sales strategy to achieve revenue targets and drive market expansion.
• Identify and prioritize target market segments, and design tailored sales approaches for each segment. Set clear sales goals and KPIs to monitor performance and adjust strategies as needed.

Team Management:

• Build, lead, and mentor a high-performing sales team.
• Provide guidance and support to sales team members, fostering a collaborative and results-driven environment.
• Set clear objectives and performance metrics for the sales team, and conduct regular performance reviews.

Client Engagement:

• Develop and maintain strong relationships with key clients and strategic partners.
• Manage client accounts, address their needs, and ensure high levels of satisfaction and retention.
• Identify and pursue opportunities for upselling and cross-selling within existing accounts.

Partnership Development:

• Identify and establish strategic partnerships to enhance the company’s market presence and drive business growth.
• Negotiate and manage partnership agreements to align with business objectives and ensure mutual benefit.

Sales Process Optimization:

• Streamline and optimize the sales process to improve efficiency and effectiveness.
• Implement best practices and innovative sales techniques to enhance performance and achieve targets.
• Monitor and analyze sales processes, and make data-driven recommendations for improvements.

Market Research:

• Conduct market research to understand industry trends, customer needs, and competitive dynamics.
• Analyze market data and insights to inform sales strategies and identify new business opportunities.
• Stay updated on market developments and adjust strategies to maintain a competitive edge.

Sales Campaigns:

• Design and execute sales campaigns and promotions to drive revenue and customer acquisition.
• Monitor the effectiveness of sales campaigns, analyze results, and optimize strategies based on performance data.
• Manage the sales budget and allocate resources effectively to maximize ROI.

Performance Tracking:

• Track and report on sales performance, including revenue, conversion rates, and other key metrics.
• Prepare regular sales reports and presentations for senior management, highlighting progress, challenges, and opportunities.
• Utilize analytics tools to measure the success of sales strategies and campaigns, and make data-driven decisions.

Customer Experience:

• Develop strategies to enhance customer engagement and loyalty through personalized sales approaches.
• Address customer feedback and concerns promptly to ensure a positive experience and strengthen relationships.
• Collaborate with other departments to ensure a seamless customer experience and address any issues that arise.

Business Development:

• Identify and pursue new business opportunities and market segments to drive growth.
• Collaborate with marketing and product teams to align sales strategies with broader business goals and product offerings.
• Lead strategic initiatives and projects that contribute to the overall success of the company.

SKILLS, QUALIFICATIONS AND EXPERIENCE

• B.Sc. in Marketing, Business Administration, or a related field; or advanced degree preferred. MBA desirable.
• Professional certifications in digital marketing, content marketing, or social media management
• Minimum of 5-7 years of experience in Sales, or a related role.
• Proven experience in a senior sales role, with a track record of success in driving sales growth and achieving targets.
• Strong understanding of sales strategies, market dynamics, and customer needs.
• Experience managing a sales team and collaborating with other departments to drive business objectives.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to analyze sales data and market trends to make informed decisions.
• Proficiency in CRM software and sales analytics tools.
• Ability to develop and implement effective sales strategies to drive revenue growth and market expansion.
• Strong leadership skills to motivate, manage, and mentor the sales team, ensuring high performance and alignment with company goals.
• Expertise in building and maintaining relationships with key clients and partners to drive business development and customer satisfaction.
• Skill in analyzing market trends, customer needs, and competitive landscape to identify opportunities and challenges.
• Experience in streamlining sales processes, improving efficiency, and implementing best practices to enhance sales performance.
• Ability to use sales data and analytics to make informed decisions, measure performance, and adjust strategies as needed.
• Excellent writing and oral communication skills, including report writing.
• Emotional intelligence.
• Good knowledge of Microsoft tools like Microsoft Office, Word, Excel, and PowerPoint.
• Exceptional leadership and team management skills.
• Ability to work in a fast-paced, innovative tech environment.
• Strategy planning and implementation.
• Organization and time management abilities.
• Meticulous attention to detail and accuracy.
• Ability to multi-task and meet tight deadlines

KEY RESPONSIBILITIES

Customer Experience Strategy Development:

• Develop and implement comprehensive customer experience strategies to enhance customer satisfaction, loyalty, and retention.
• Align customer experience initiatives with the company’s mission and strategic goals.

Team Leadership and Development:

• Build and lead a high-performing customer experience team.
• Provide guidance, mentorship, and professional development opportunities to team members.
• Foster a culture of continuous improvement and customer-centricity within the department.

Customer Feedback Management:

• Design and implement systems to collect, analyze, and act on customer feedback.
• Utilize customer insights to drive continuous improvements and innovation.

Customer Journey Optimization:

• Map and analyze the entire customer journey, identifying pain points and opportunities for enhancement.
• Collaborate with cross-functional teams to ensure a seamless and delightful customer experience across all touchpoints.

Customer Support Operations:

• Oversee the operations of customer support channels, including email, phone, live chat, and social media.
• Ensure timely and effective resolution of customer inquiries and issues.

Process Improvement and Efficiency:

• Design and optimize customer service processes and systems for efficiency and effectiveness.
• Implement best practices and innovative solutions to enhance service delivery.

Customer Communication:

• Develop and implement communication strategies to keep customers informed and engaged.
• Craft clear and compelling customer communication materials, including emails, FAQs, and knowledge base articles.

Performance Measurement and Reporting:

• Establish and track key performance indicators (KPIs) to measure the success of customer experience initiatives.
• Provide regular reports and insights to the executive team on customer experience performance.
• Continuously interpret and provide reports from insights on customer engagements and behavior.

Cross-functional Collaboration:

• Work closely with product development, marketing, sales, and IT teams to align customer experience efforts with business objectives.
• Ensure that customer feedback is integrated into product and service improvements.

Technology and Tools:

• Oversee the selection and implementation of customer support technologies, CRM systems, and digital communication tools.
• Ensure that customer experience tools are used effectively to enhance service delivery.

Risk Management and Compliance

• Identify and mitigate risks related to customer experience.
• Ensure compliance with relevant regulations and industry standards

SKILLS, QUALIFICATIONS AND EXPERIENCE

• B.Sc. degree in Business Administration, Marketing, Customer Experience Management, or a related field. MBA desirable
• Minimum of 8 years of experience in customer experience management, with at least 5 years of experience in a leadership role, managing and developing high-performing customer service or experience teams.
• PMP certification desirable.
• Excellent writing and oral communication skills, including report writing.
• Emotional intelligence.
• Good knowledge of Microsoft tools like Microsoft Office, Word, Excel, and PowerPoint.
• Exceptional leadership and team management skills.
• Ability to work in a fast-paced, innovative tech environment.
• Strategy planning and implementation.
• Organization and time management abilities.
• Meticulous attention to detail and accuracy.
• Ability to multi-task and meet tight deadlines.
• Meticulous attention to detail and accuracy.
• Experience within the tech, fintech, or e-commerce sectors, with an understanding of the company’s market and customer base.
• Demonstrated ability to develop and implement customer experience strategies that align with business goals and drive measurable improvements.
• Strong experience in collecting, analyzing, and acting on customer feedback to drive continuous improvement.
• Proven ability to work effectively with cross-functional teams, including product development, marketing, sales, and IT, to enhance the customer experience.
• Experience in designing and optimizing customer service processes and systems for efficiency and effectiveness.
• Familiarity with customer support technologies, CRM systems, and digital communication tools.
• Experience managing customer experience projects from conception through to successful completion.
• Strong analytical skills with the ability to use data to drive decision-making and measure the success of customer experience initiatives

Deadline: Not specified