Director, Customer Community & Advocacy (Remote)

  • 225 Bush St, San Francisco, CA 94104, USA
  • Employees can work remotely
  • Full-time

Company Description

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

Job Description

As our  Director of Customer Community and Advocacy, you will have total leadership of our community platform from concept definition to experimentation to launch execution and beyond. You will create and deliver a community that fosters connectivity amongst the community members, improves customer self-sufficiency and nurtures SmartRecruiters advocates.  

You will lead a team that is laser-focused on managing and expanding SmartRecruiters customer engagement through customer lifecycle marketing, end-user training & enablement, and community events. This role will be key in helping SmartRecruiters scale, in making our customers wildly successful, and in further differentiating us as a customer-first organization.

You may sit anywhere in North Amercia and work remotely or out of one of our hub offices.

What You’ll Deliver:

  • Define and deliver the overall Community strategy for SmartRecruiters, including community vision, customer marketing engagement, and online training strategy.

  • Lead the community team and mentor talent for success and individual career growth.  This team will include community moderators, content writers, and trainers. 

  • Collaborate with internal teams, including Support, Product Management, Operations, and Engineering teams to develop a programmatic approach to drive and support the overall online experience for our customers and third-party integration partners.

  • Increase the breadth and depth of community usage across our customer base to drive self-sufficiency at the individual and customer levels.

  • Be a thought leader and vocal advocate for the needs of online assets including Product Documentation, Online Training, Certification, and the customer community.

  • Ensures proactive moderation and content curation to encourage member usage and engagement.

  • Present, write about, speak with passion about our business and the Community, representing the goals and mission of the community itself, as well as the relationship between our community members and SmartRecruiters.

  • Be a thought partner with senior stakeholders to advocate for and drive our overall customer lifecycle content strategy, focused on core use cases and product roadmap innovations.

  • Collaborate effectively across organizational and geographic boundaries.

  • Analyze the data around usage of the content and use that to make recommendations about content gaps or styles of content as an advocate for client users.

  • Analyze SmartRecruiters online assets as a customer engagement tool and show value in the investment as we grow and improve the relevance of the information and interactions.

  • Execute the strategy to make every facet of a community function at its best, including onboarding, engagement, etc.

  • Ensure timely delivery and excellent results on community projects, large and small.

  • Provide business input and action plans, working with other functions of the business.

  • Operationalize our people, processes, and systems to define and drive goals and metrics around growth, engagement, and optimization.

  • Help manage awareness and engagement through community-focused content, events, and thought leadership.

Qualifications

  • 8 plus years of demonstrated success as a manager or director in a similar, community-building role

  • Hands-on experience with business systems including online community platforms, web analytics, and marketing automation

  • Comfortable pulling and analyzing data independently

  • Proven ability to demonstrate prior experiences with community management, customer marketing, online training, and best practices around program design and implementation. 

  • Experience successfully mentoring and managing a team

  • Excellent written and verbal communications skills

  • Ability to operate in a fast-paced scale-up environment

Additional Information

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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