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Community Engagement Manager

Community Engagement Manager

 

iovation is in the business of making the Internet a safer place. We've spent the last thirteen years developing award-winning technologies that now stop more than 300,000 fraudulent activities every day for our clients around the world. We help protect retailers, banks, insurers, gaming operators, dating sites, social networks and other businesses from credit card fraud, identity theft, account takeover and other abuses. Clients leverage our device-based intelligence network of 4 billion devices and 40 million client-reported fraud and abuse reports. Our challenge at iovation is to make amazing tools and help people put them to work.  

 

Position Summary

The Community Engagement Manager is responsible for driving the vision and value of our social community. This will be achieved by inspiring and growing active customer engagement through the use of online tools, social media, insightful and value-add content, networking activities, customer events and other activities.

 

This individual will also be responsible for measuring and reporting on the progress towards achieving the company’s Community goals to build strong relationships with, and between, our customers, and ultimately build iovation’s brand.

 

Primary Responsibilities

  • Develop and implement strategic community marketing/communication plans that foster a positive community and add value for end users
  • Increase customer participation in iovation’s Community by proactively developing and implementing new approaches to build the awareness and value of the Community
  • Develop and provide reports on community metrics, including the success of community activities and campaigns, and continually find ways to improve those metrics through evaluation of existing initiatives and testing new initiatives
  • Develop and implement approaches to grow the company’s Champion/Loyalty programs and increase customer participation in these.
  • Locate and engage advocates within the community to foster dialog
  • Seed content and discussions in our communities to keep them active and valuable to our end users
  • Serve as the community moderator by reviewing user generated comments and posts, and respond in a timely manner, or ensure these are referred to the appropriate individual for follow-up
  • Develop and execute all client events including building budgets, designing the schedules and content, securing speakers, branding, and event logistics
  • Develop community management guidelines that address customer participation, roles and activities of internal teams, etc.
  • Strengthen customer relations thru managing any online feedback forums
  • Manage the company’s feedback initiatives (i.e. Net Promoter Score), including methods and mechanisms to increase response rates.
  • Help grow the company’s presence through social media including blogs, Twitter, Facebook, and other strategically relevant online properties
  • Work to build relationships with internal stakeholders in order to align community efforts
  • Work with the appropriate internal teams to develop on-brand messaging that incentivizes user-generated content creation and sharing
  • Manage the integration of the community information
  • Work with Customer Success Managers and Analysts to identify and develop Customer Case Studies that provide insights and quantifies the power and value of iovation’s data and services. These will be used to enhance Marketing and Sales efforts, as well as reinforcing the value of the Community as a key source for information and insights.
  • Work collaboratively with the appropriate teams to ensure community data insights are efficiently and effectively shared with the various internal or external stakeholders including Marketing, Sales, and Client Services
  • As required, participate in client or prospect meetings (phone, webinar or in-person) to understand business issues
  • Other duties as assigned.

 

Skills/Requirements

  • Bachelors degree in marketing, communications, advertising, public relations, media studies, business and/or related fields
  • 3+ years of experience in marketing, public relations or managing customer events
  • Experience with collaborating across multiple internal teams and departments
  • Experience managing social media platforms/tools (digital, social, traditional)
  • Excellent written and verbal communication skills, attention to detail, organization and time management skills
  • Proficiency in PowerPoint or other presentation tools

 

Preferred Experience/Knowledge/Experience

  • B2B marketing in a SaaS company
  • Working in the fraud, security or authentication sector
  • Working with Salesforce and marketing automation systems
  • Working with social media tools (Twitter, Facebook, Instagram)
  • Experience in serving as the master ceremonies and/or giving public presentations
  • Proficiency with social listening tools to generate insights
  • Expertise in engaging and activating community groups

 

Physical Requirements

Frequent sitting, hearing and talking; intermittent standing and walking; intermittent bending and twisting of the upper body (in the event of traveling/working from remote locations). Close detail work requiring visual acuity.  Job includes some travel, and working some evenings/weekends (as required fulfill any community activities)

 

This position description is not intended to be and should not be construed as an all inclusive list of responsibilities, skills or working conditions associated with this position.  While this description is intended to accurately reflect the position's activities and requirements, management reserves the right to modify, add or remove duties as necessary.

 

iovation is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status.   Individuals that require accommodation in the job application process for a posted position may contact us at 503-943-6713 for assistance.

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