Community Programme Manager

POSITION OVERVIEW

In the role of Community Programme Manager, you will work alongside our team of TraceLink subject matter experts. Your mission will be to ensure a consistent, fantastic experience for members through:

• Community marketing: integrate the TraceLink Community programme into marketing, customer service, partner relations, product development, customer events and other initiatives.
• Community operations: maintain and execute processes in scheduling Community meetings and managing membership.
• Operations: report on KPIs (key performance indicators) on Community health and ensure that processes for membership and group engagement are running smoothly.
• Programme communications: develop, plan and execute communications to retain and to engage our current members, as well as develop promotional materials and campaigns to recruit new members.
• Best Practices: bring in ideas and “must-haves” from outside community programmes and implement ways to engage members through gaming, technologies, awards, etc.

RESPONSIBILITIES

• Informs TraceLink’s overall Community strategy by leveraging best practices in membership management through membership in professional groups
• Communicates benefits of TraceLink Community as well as ensures transparency of topics and group membership to external stakeholders (e.g. updating our Community section on tracelink.com) and to TraceLink partners
• Celebrates and encourages Community member success through incentives, recognition programs, and awards
• Educates internal stakeholders on benefits of Community for both themselves and for customers and partners
• Manages schedules for the portfolio Community meetings, including communications to members and to relevant internal stakeholders
• Monitors and analyzes group performance and outcomes on key metrics related to attendance, engagement, and advocacy
• Liaises with Community members on membership requirements and issues, coordinating with Community Operations as required

QUALIFICATIONS

• 8+ years related experience
• Excellent communication skills (first and foremost in English)
• Ability to manage internal stakeholders and resource dependencies
• Facility with web page content management system to update Community content
• Experience with online community platforms is a big plus
• Tact, firmness, and flexibility in managing customer requests for Community membership and in holding internal stakeholders accountable for responsibilities
• Ability to pinpoint issues in membership or engagement and devise strategies and tactics to improve both