Experienced Customer Experience Community Manager – Building Vibrant Communities and Driving Customer Success

At arenaflex, we're here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps. When that happens, we're not only making life better for small business, we're building a stronger economy that can change the world.

Our Purpose

At arenaflex, we're passionate about empowering our customers to succeed. We believe that by providing exceptional customer experiences, we can build a loyal community of customers who will advocate for our brand and drive growth. As a Customer Experience Community Manager, you'll play a critical role in shaping the future of our community and driving customer success.

How You'll Make an Impact

The Community Team is a critical function within the Customer Experience organization at arenaflex. Community enables our partners and small business customers to connect, share, ask, and learn from one another through thousands of discussion forums. The team listens to our community and has a strong connection into Product and Regional teams, sharing feedback and what people are asking for, and advocating on behalf of customer needs. As a Community Manager, you'll be the face and voice of arenaflex in our community forums and set the tone in product development. You'll design, test, develop, and curate team processes and lead the team to drive positive outcomes aligned with the Customer Strategy and goals of arenaflex. You'll work closely with Customer teams and other professionals to decide, refine, and communicate community and customer best practice.

Key Responsibilities

* Foster a vibrant arenaflex community by facilitating engaging conversations among users and prospects, all while upholding arenaflex's brand and reputation.

• Collaborate closely with Customer teams to continuously enhance the community, aligning with the broader Customer Experience Strategy and driving shared initiatives.
• Innovate and refine online content and communication tools, ensuring they are optimal for the community and reflect an appropriate tone-of-voice.
• Maintain brand consistency by aligning with Marketing, PR, and Communications teams, and lead the team in managing social media support requests.
• Oversee the quality and accuracy of responses provided across customer channels by reviewing template answers and conducting quality assurance.
• Provide insightful reports to stakeholders, identifying and capturing key trends and needs within the community.
• Develop a sustainable customer and product feedback model in collaboration with other Community Managers and stakeholders, contributing to company-wide objectives.
• Actively moderate and respond to community contributions promptly, de-escalating conversations and promoting harmony on arenaflex's platforms.

What You'll Bring with You

* Exceptional communication skills that enable you to shape, influence, and champion community strategy with a diverse range of stakeholders.

• Strong collaborative leadership with the ability to drive cross-functional alignment and cultivate high-level relationships to achieve organizational goals.
• A track record of efficient problem resolution, taking ownership of complex issues and developing strategic processes for timely management.
• Agility and adaptability to navigate significant change, act quickly, and champion flexible work practices while enabling your team to thrive in dynamic environments.
• Strategic organizational skills applied to project management and process optimization, consistently delivering high-quality outcomes.
• Proven leadership abilities in owning and driving a community vision, effectively elevating the team and platform through strategic prioritization and problem-solving.
• Demonstrated experience in a community or customer-facing role, showcasing your ability to influence strategy through effective communication and de-escalate conversations.
• A talent for fostering harmony in online settings and empowering teams to succeed amidst evolving needs and challenges.

Additional Information

Why arenaflex?

At arenaflex, we offer a range of benefits that reflect our human value, including:

• Very generous paid leave to use however you'd like (plus statutory holidays!)
• Dedicated paid leave to care for your physical and mental wellbeing
• An Employee Assistance Program to access mental health care for you and your family
• Free medical insurance
• Wellbeing and sports programmes
• Employee resource groups
• 26 weeks of paid parental leave for primary caregivers
• An Employee Share Plan
• Beautiful offices
• Flexible working
• Career development
• And many other benefits that reflect our human value

You'll do the best work of your life at arenaflex. We're passionate about empowering our customers to succeed, and we're looking for talented individuals like you to join our team.

How to Apply

If you're passionate about building vibrant communities and driving customer success, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job