Customer Community Manager, Workplace

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities â€" we're just getting started.

Workplace by Facebook's mission is to give the world a place to work together. Launched in 2016, Workplace is an enterprise communications platform that is used by over 30,000 organisations of all sizes worldwide to transform how they connect, collaborate and get work done. To help with the ongoing growth of the Workplace business, we are seeking a world-class Customer Community Manager who is passionate about Workplace by Facebook and the role that a connected workforce can play in improving the productivity of an organisation.

Your mission is to build and foster engagement between our “Chief Workplace Officers” (customer champions and admins) that enables advocacy, championship, broadening use cases, product feedback, and engagement with the Workplace team. The ideal candidate for this role is a detail-oriented self-starter who can manage the end to end program design, execution, measurement, and optimisation for customer events, online communities (multi-company groups), and customer advisory boards. Cross-functional stakeholders include Marketing, Product Marketing (PMM), Product, Research, and Support.

RESPONSIBILITIES

  • Customer Events
  • -Define a global program and approach to customer events, codifying the 'best of' events to date (Transform)
  • -Develop agenda, content, and execution plan for all events globally
  • -Define and execute marketing/registration for events (e.g., presence on website)
  • -Work with in-market regional Customer Growth teams to execute for success
  • -Define, track, and optimize performance measures
  • Ensure cross-functional visibility and participation Develop approach to Facebook-led vs. customer-led events (branding, support, content)
  • -Customer Advisory Boards (CAB) - partner with Product Marketing to define CAB objectives, structure, calendar and approach. Lead execution in conjunction with in-region Customer Growth teams.
  • Online communities
  • -Define strategy, objectives, and platform for nurturing online customer communities (e.g., Community centre, multi-company-groups)
  • -Define curriculum and performance measures
  • -Drive moderation and publishing of content and engagement programs (e.g., updates, contests, use case inspiration, polls/research)
  • Competitive Salary including the following benefits apply:
  • -Medical Benefits
  • -Dental Benefits
  • -Vision Benefits
  • -Pension Benefits
  • -Life Assurance
  • -Childcare Benefits
  • -Gym Benefits
  • -Transport benefits
  • -Laundry Benefit
  • -Posted date: 31 August 2018
  • -Closing date: 28 September 2018
MINIMUM QUALIFICATIONS
  • Demonstrated ability to manage complex projects, across a variety of stakeholders
  • Proven ability engaging customers and understand the needs of enterprise admins
  • Experience building and executing customer programs
  • Analytical mindset towards performance measurement and optimisation (test and lean)
  • Ability to communication concisely and effectively across audiences
  • Strong attention to detail
  • Experience working on a global business, with global/local mindset
  • Ability to travel internationally (20% time)
  • Proven ability to manage external resources and work cross-functionally
  • Upwards of 5 years of event management and track record managing successful customer programs or advocacy experience programs


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