Global Community Manager

As the global lead for community management at Gen, you will be a part of the nimble and evolving Advocacy and Marketing Operations team, responsible for leading our community management strategy and execution. This includes supporting six leading global consumer cyber security brands with the shared goal of strengthening our brands through positive interactions by interacting with customers, monitoring feedback and reviews across a variety of channels. You will work with a combination of agency partners and an in-house team to cover the key markets and be responsible for driving our global community response strategy including but not limited to third party review sites like Trustpilot, retail sites, Gen owned ratings and reviews program, and social media platforms.   

  

You put customers first, aim to resolve their issues, and constantly take the pulse of our community to see the needs and drive the overall health of the conversation sentiments. You understand multi-brand, multi-region, and how a strong community response strategy can drive happy customers, build advocacy and ultimately grow the business.  

  

This role reports to the Advocacy and Marketing Operations leader and sits within our Marketing, Brand and Communications organization. This individual will work closely with the Community Management Specialists, Advocacy Manager, Customer Service organization, Social Media, and our external agency partners.  

  

Key Responsibilities:   

• Develop, lead and execute our global response strategy for our community management to monitor and respond to online comments, reviews, messages, and inquiries in a timely and professional manner - aiming to improve our sentiment and brand reputation across multiple platforms.   

• Collaborate with agency partners and in-house community managers - responsible for the daily operations of first-level social care, community engagement, community building and crisis management (as needed).  

• Build out monitoring/ response capabilities with our software and provide dashboards and reporting to track and analyze trends of customer pain points. Providing that pulse for the community landscape with insights and recommendations to improve our direct customer feedback. 

• Develop copy and communications that will lead to optimal community engagement and impact in regular interactions and develop and write FAQs for response. Maintain and update, as needed, community playbooks, engagement standards and processes.  

• Manage and maintain a solid relationship with our social media software partner (Khoros) - attend weekly meetings, offer feedback on tool performance, troubleshoot back-end issues.   

• Build and nurture strong relationships with the Customer Service teams, developing strong processes and hand-offs to ensure seamless and best-in-class support with the community.  

• Work closely with advocacy program partners to strategize and manage responses for customer review sites – like Trustpilot, Power Reviews, Amazon, etc.   

• Lead for community during crisis management – requires listening, participating with response and monitoring.  

  

  

Required Skills and Abilities:   
  

• 5+ years experience in social media, community building or other global marketing roles.  

• BA degree in Communications, Marketing, Social Media or other related discipline preferred  

• Must have strong knowledge of social media platforms, including how the public uses each and the visual languages and tones for each - and how this impacts communities.  

• Demonstrated curiosity to monitor community engagement techniques/best-practices, and stay up-to-date of growing platforms and software changes/enhancements  

• Role may require some night or weekend hours - as needed - based on community needs/monitoring during crisis management.  

• Have excellent communication skills, be able to convey complex ideas in an understandable manner. 

• Active listening skills to understand community needs and concerns and likes to take initiative.  

• Ability to understand and share the feelings of community members and respond with empathy to community feedback, concerns, and issues. 

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Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expressio