Who you are

• Bachelor’s degree in Communications, Marketing, Business, or a related field
• 5+ years in communications, campaign management, or customer enablement, ideally within SaaS, rewards, or recognition industries
• Demonstrated experience managing knowledge portals or customer communities
• Proven ability to execute multi-channel communication campaigns with measurable outcomes
• Strong project management skills, with the ability to manage multiple priorities and deadlines
• Excellent written and verbal communication skills, with a focus on clarity and engagement
• Proficiency in tools such as [insert relevant tools: CMS platforms, email marketing software, analytics platforms, etc.]

What the job involves

• The Customer Community and Campaign Manager will lead the development and execution of communication campaigns, provide expert guidance for our Managed Services customers, and collaborate with internal teams to foster engagement and adoption of our products and services
• They will also play a vital role in managing our customer knowledge portal, ensuring it serves as a hub of valuable resources, tools, and insights
• Act as a trusted advisor to Managed Services customers, providing campaign strategy, content, and execution support
• Collaborate with customers to understand their goals and align campaigns with their organizational objectives
• Offer guidance on leveraging our platform foe recognition, rewards and feedback campaigns, ensuring maximum impact and ROI
• Manage multiple customer campaigns simultaneously, ensuring deadlines and expectations are met with excellence
• Create tailored communication plans for Managed Services customers, addressing their unique needs and objectives
• Partner with designers and writers to produce campaign assets, including emails, infographics, and video content
• Monitor campaign performance metrics and optimize future efforts based on results
• Oversee the day-to-day management of our customer knowledge portal, ensuring it is updated with relevant resources, articles, and best practices
• Collaborate with subject matter experts to create and curate engaging, high-quality content for customers
• Analyze portal engagement metrics and implement strategies to improve user experience and resource utilization
• Act as a customer advocate, capturing feedback to drive continuous improvement of portal content and functionality
• Assist the team lead in planning and executing larger communications projects, such as process improvements, product and feature releases, and strategic announcements
• Collaborate with cross-functional teams to ensure alignment and consistency in messaging across all channels
• Provide research, content development, and logistical support for initiatives aimed at enhancing customer engagement and understanding
• Coordinate the creation and distribution of communication assets, ensuring timely delivery and quality
• Contribute to post-initiative reviews by collecting feedback and data to inform future process improvements and communication strategies
• Work closely with product, design, and training teams to deliver consistent and impactful customer experiences
• Partner with Customer Success Managers to ensure seamless communication and alignment with customer objectives
• Represent customer needs and feedback to internal teams, driving continuous product and service improvements

Benefits

• Parental Leave Top-up 👶🏼
• Health Benefits and Life Insurance Coverage Upon Your First Day 🩺
• RRSP Matching 🙌🏼
• Flexible Vacation 🏖️
• Employee and Family Assistance Program 🤝🏽
• Full access to the LinkedIn Learning Library 👩‍💻
• Internal Mentorship Program 🎓
• Employee-Led Employee Resource Groups 👏🏼
• A beautiful office space located in Liberty Village, Toronto 🇨🇦
• Participation in our Points-based Employee Recognition Program ✨
• Opportunities for professional development and career growth 📈