The Director of Customer Community is responsible for overseeing and optimizing the online community platform and its engagement initiatives. The Director will develop and execute strategies to foster a vibrant and inclusive online community, ultimately driving customer satisfaction, retention, and business growth. This role requires a combination of strategic thinking, community management expertise, and leadership skills to ensure the community platform's success and alignment with organizational goals.
In this role you will...
Strategy Development:Collaborate with leadership to establish the overall customer community strategy, goals, and targets. Develop and implement strategies to drive user engagement, promote community growth, and enhance community value.
Platform Management:Oversee the management of the online community platform team, including its technical infrastructure, features and functionality. Continuously evaluate and optimize platforms to ensure intuitive user experience and support ongoing community growth.
Community Engagement:Develop and execute engagement initiatives to foster a vibrant and active online community. Implement strategies to encourage meaningful interactions, facilitate knowledge sharing, and build strong relationships among community members.
Content Strategy:Work closely with internal product, sales, service, and marketing teams to develop a content strategy that aligns with customer needs and interests. Ensure the creation and delivery of high quality, relevant content that drives engagement and supports community objectives.
Community Guidelines and Policies:Establish and enforce community guidelines and policies to maintain and positive and respectful online environment. Regularly assess and update guidelines to address emerging needs and questions.
Performance Monitoring and Reporting:Track key community metrics, such as user activity, engagement rates and sentiment analysis. Provide regular reports to leadership highlighting community performance, trends, and opportunities for improvement.
Cross-Functional Collaboration:Collaborate with internal stakeholders, including marketing, customer success and product teams to align community initiatives with broader organizational strategies. Advocate for the customer community's needs and represent their interests in cross-functional discussions.
Industry Trends and Best Practices:Stay informed about the latest trends, technologies, and best practices in online community management. Apply industry insights to enhance the customer community platform, engagement strategies and overall community experience.
You have what it takes if you have...
Proven experience (5+ Years) in online community management, preferably in a leadership or strategic role
Strong understanding of community platforms, social media and online collaboration tools
Demonstrated ability to develop and execute community engagement strategies
Excellent communication skills, with the ability to engage and influence diverse audiences
Strategic thinker with the ability to translate organizational goals into actionable customer community initiatives
Analytical Mindset with the ability to leverage data and metrics to drive decision making
Strong leadership and management skills, with the ability to inspire and motivate through both formal and informal relationships
Knowledge of Talent Management industry trends, emerging technologies and best practices
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com
