Sr. Community Content and Engagement Specialist

What You'll Do:

• Own day-to-day engagement of our members within the E-Learning Heroes community, acting as the primary boots-on-the-ground community team member across the entire community instance. Independently develop and execute engagement strategies while consulting leadership on new or high-impact initiatives.
• Moderate the E-Learning Heroes community according to our community guidelines, while continuously improving upon our community governance and establishing a community member culture that minimizes infractions. 
• Collaborate with other Articulators who engage in the community regularly to ensure our staff presence across the team feeds our engagement goals, while escalating mutually-beneficial staff contributions. 
• Play a peer leadership role in helping the rest of the community team across specialty lanes to engage regularly within the E-Learning Heroes, and to help them find engagement opportunities that support their individual functions. Stay informed on emerging engagement strategies and explore innovative approaches to enhance community participation.
• Establish and manage a strategic community content and engagement calendar that accomplishes member engagement goals while connecting to cross-functional objectives (i.e., alignment with our product development roadmap and outbound content calendars). Pilot and evaluate engagement tactics to optimize effectiveness before scaling community-wide
• Identify engagement drop-off trends early and implement proactive strategies to sustain community participation.
• Produce community-specific content, such as e-books, whitepapers, short form video, infographics, or other content forms where appropriate to support engagement goals. 
• Collaborate with other internal content teams who make use of the community to ensure channel alignment, “repacking” external content for community use where appropriate.
• Own marketing of the community channel to expand our community membership across our user base, utilizing other company channels such as email or in-app messaging in collaboration with internal marketing resources. 
• Act as the primary point of contact between our company as a whole and our community members in matters of day to day engagement, surfacing insights that appear in the community to relevant stakeholders. 
• Collaborate with our Community Programs Manager to ensure that ongoing depth-engagement programming is well integrated into day-to-day engagement opportunities within ELH.

What You Should Have:

• 5-8 years community management experience, preferably within a SaaS or technology company, with at least 2-3 of those years focused on day-to-day engagement activities within the community role, or equivalent combined experience in customer-facing roles.  
• Knowledge of marketing ecosystems and best practices that support scaled community instances, and the ability to collaborate deeply with email and content teams. 
• Deep understanding of community engagement strategies across a variety of formats, and comfort with shifting engagement strategies to serve different audiences. 
• Ability and comfort with a testing mindset: since this is a new role, the ideal candidate will be able to quickly begin testing and iterating on different proactive engagement cadences within our forum environment. 
• Understanding of common community guidelines and governance, and comfort with managing enforcement and moderation flows within a scaled community 
• Strong ‘live’ and text-based engagement and facilitation skills. The ideal candidate is comfortable communicating 1:1 or with groups of members in a variety of formats to reach desired program outcomes. 
• Ability to quickly and autonomously create short and long form content in a variety of formats to suit the needs of the community, and comfort with shifting formats. The ideal candidate is a strong writer who’s as comfortable writing a short-form prompt as they are writing a more in-depth how-to guide, and can jump on camera to make a quick video for the community with ease. 
• Excellent communication and interpersonal skills that allow them to work with complex stakeholder maps as well as within a hybrid member-facing role. 
• Comfort shifting seamlessly between behind-the-scenes and community-facing work. This role definitely skews toward the latter, and the ideal candidate for this role feels energized by spending most of their time interacting with members, but is still comfortable shifting into a behind-the-scenes workstream to support the strategic aspects of their work.

Nice to Haves:

• Experience with communities run on Khoros, particularly Aurora 
• Experience in the E-learning industry