Director, Community & Advocacy

Constant Contact • Boston, MA

297d • $151,200 - $189,000

About The Position

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There's something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities-and we're just getting started! Constant Contact is looking for a Director, Community & Advocacy to join our customer lifecycle marketing team. The Director, Community & Advocacy reports into the Senior Director, Customer Lifecycle Marketing and will be responsible for the planning and execution of our community marketing strategy. You'll be helping to build out a new vision of our community, with special focus developing on finding super users and turning them into advocates and references, and helping to generate buzz both on the community platform and third party sites. This position is best for someone who is passionate about creating learning and sharing forums, and who has a proven track record of building a network of user-generated content. You must be a people-person who loves great storytelling and partnering with key stakeholders - including Marketing Experts & Influencers, Customers & Brand Ambassadors, Content, Social, Customer Marketing, Brand & Creative - to ensure small business owners are empowered to achieve their goals through better marketing.

Requirements

• 7-10 years of relevant community experience
• 5+ years of experience in customer marketing or working with customer marketing
• 5+ years of people management experience
• Demonstrated leadership skills and knowledge of strategic planning
• Demonstrated ability to lead change in a complex, diverse organization including the ability to influence and negotiate
• Experience with planning and managing multiple projects simultaneously while maintaining high customer service standards
• Experience with the development and tracking of key performance indicators
• Strong writing, editing and oral presentation skills
• A forward-thinking attitude with an innate ability to lean in
• Experience working in community platforms, with preference given to Base.AI or Bettermode

Responsibilities

• Oversee the implementation of community to a new platform, ensuring the project meets its objectives and the user experience is seamless
• Develop the strategic marketing vision and roadmap for the Constant Contact community, identify and build groups based on affinities or geos, and manage the calendar of campaigns to be aligned with the larger marketing organization
• Build and partner with our network of Marketing SMEs and Influencers to contribute content and serve as go-to sources for small business questions
• Work closely with the Content and KB teams to develop a strong content and technology strategy that engages and encourages participation while inspiring new customers to take the leap with Constant Contact
• Working with Knowledge Base and Activation teams to develop the strategy for onboarding hubs that guide new customers through the necessary steps to develop and successfully deploy a digital marketing plan
• Relaunch the CTCT advocacy program to drive reviews, referrals and references
• Develop and host various campaigns, such as contests, webinars, and marketing challenges, ensuring marketing support from the CLM retention and engagement lead
• Be responsible for the strategy and planning of an annual virtual conference to drive awareness and adoption of CTCT's email marketing tools
• Own the metrics for how community impacts engagement, retention, and customer LTV
• Track customer sentiment and trends and communicate them to product and marketing to help inform product roadmap, campaigns and messaging

Benefits

• Health and welfare benefits including paid leave
• Potential for additional on target commission pay or bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services