Head of Community - 12 month FTC
Quantexa, United Kingdom

What we’re all about.

Do you ever have the urge to do things better than the last time? We do. And it’s this urge that drives us every day. Our environment of discovery and innovation means we’re able to create deep and valuable relationships with our clients to create real change for them and their industries. It’s what got us here and it’s what will make our future. At Quantexa, you’ll experience autonomy and support in equal measures allowing you to form a career that matches your ambitions. 41% of our colleagues come from an ethnic or religious minority background. We speak over 20 languages across our 47 nationalities, creating a sense of belonging for all.

We're heading in one direction, the future. We’d love you to join us.

Opportunity

• As part of our Customer Success strategy, the Head of Community will lead the growth of our digital customer community, playing a vital role in building, growing, and maintaining a positive and engaged customer base around our products and services.
• We are looking for someone who will lead on strategy and community best practices to help build a world-class Community at Quantexa. You will work both individually and as a key component of a highly skilled Community team gaining valuable experience with a global technology company.
• Reporting to the VP of Customer Success, you will play an integral role on the team by implementing strategies, tactics, and best practices in a technical community environment. Ensuring day-to-day operational excellence of the community software platform, technical projects, and ongoing development. You’ll think of community as a product to deliver a world-class experience to customers, partners and prospects.
• You will ensure day-to-day operational excellence of the community software platform and help shape our community programs such as user groups, developer support, community events, ideation, user research, super user program, gamification and much more.
• The Head of Community will be accountable for overseeing community moderation, improving forum features and functionality, and amplify the voice of the customer throughout the organization. You will collaborate with colleagues in Customer Success, Delivery, Product Management and Marketing in a fast-paced environment

What you’ll be doing

Strategy amp; Reporting:

• Help set the vision for the community amp; refine, update, and execute on strategy
• Foster a culture of inclusivity and collaboration by actively seeking input from a wide group of senior stakeholders
• Continuously evaluate key performance indicators (KPIs) to measure the effectiveness of community initiatives and adjust strategies accordingly to ensure alignment with overarching goals
• Provide regular reports on community growth, engagement, and sentiment.
• Develop strategies to grow the community through gamification amp; outreach.
• Collaborate with various departments to promote the community.

User Experience amp; Engagement:

• Scope, implement, manage, and maintain community platform UI customizations (knowledge of JavaScript/ HTML / CSS is a bonus)
• Actively engage with community members to stimulate advocacy and participation, and foster a positive and inclusive community atmosphere. Facilitating customer support via Community
• Enforce community guidelines and policies, address and resolve conflicts, and work collaboratively to develop, update, and communicate community guidelines and policies.

Content Creation:

• Generate and share relevant content to keep the community informed and engaged.
• Coordinate amp; manage content calendar, working with marketing and wider business to build plans for online groups written and multimedia (i.e. polls, discussion posts, webinars, etc.

Feedback and Insights:

• Gather feedback from community members and provide insights to the organisation.
• Use feedback to improve products, services, or community engagement strategies.

Events and Initiatives:

• In partnership with the wider business, plan and execute community events, both online and offline.
• Launch and manage community initiatives to encourage participation and collaboration.
• Champion inclusivity by implementing strategies to cater to diverse audiences, ensuring accessibility for individuals with varying needs. Strive to create an environment where all community members feel welcome and represented.

Advocacy:

• Design an Advocacy framework which will identify and empower community advocates.
• Encourage user-generated content and testimonials.

Knowledge of Platforms an

Job Rewards and Benefits