Community Experience Specialist (Ongoing Recruitment)

Overview: 

The Community Experience Specialist is responsible for executing all assigned tasks related to audience recruitment, rewards and incentives, member engagement and audience operations/administration. Projects will be deployed by Audience Experience Strategists or Managers. Audience Experience Specialists may have a small book of business as determined by the Audience Experience Manager.  

Fuel Cycle is regularly recognized as a great and innovative place to work. Our recent awards include 2024 Built In Best Places to Work, as well as Comparably Best CEO, Best Company for Women, and Best Company for Diversity. Fuel Cycle is proudly a 2024 Quirk’s Top Company for Consumer Research and Online Panel Communities – MROC, and was named Top 50 Most Innovative by GRIT in 2023. Learn more about our Culture & Values here. 

Key Responsibilities: 

Customer & Account Management 

• Manages the bulk of customer management task execution and owns full audience experience for a portion of the vertical’s book of business.  

• Account Management: Owns full audience experience for an assigned set of accounts.  

• Manages all replicable and scalable audience experience tasks.  

Consultation & Execution 

• Consults with customers on services related to audience recruitment, rewards, incentives, engagement, and operations.  

• Executes all projects and tasks assigned by Audience Experience Strategists or Managers.  

Quality Assurance 

• Provides quality checks on all customer deliverables.  

Project Management

• Maintains project timelines and clear communication with customers.  

Your Success Metrics: 

Community/Panel is developed/recruited and maintained to meet customer research needs. 

• Regular consultation with customer and account team to understand, identify and recruit appropriate audience targets based on customer research goals. 

• Member data is 100% accurate and regularly validated for all communities in your portfolio.  

User life cycles are measured to better understand user lifetime values. 

• Participant ROI is evaluated on a quarterly basis to analyze customer budgets and savings. 

• Recruitment frequencies and methods are evaluated on a quarterly basis to understand effectiveness and trends.  

• Periods of time with less or no research are supplemented with non-research or secondary research activities.  

• Rewards/incentives – if applicable – are monitored for success on a monthly basis. 

• Analyze industry/audience trends to ensure content is relevant and interesting. 

100% compliance of audience experience hours for all communities in your portfolio.  

• Over-utilization or under-utilization of hours leads to an upsell or strategic evaluation with Account Directors.  

• All projects/workspaces in Asana are accurate and setup properly.  

• All hours that are purchased by customers are used in full each month.  

• All hours are logged weekly for accurate and up to date reporting.  

Who you’ll work with? 

• Implementation Manager 

• Director of Training & Enablement 

• Account Directors 

• Strategic Research Leads 

Core Skills & Competencies: 

• Audience Experience: Experience in managing online participant spaces such as communities, panels or large forums, understanding member dynamics, and fostering engagement.  

• Data Analysis: Skilled at interpreting audience experience KPIs, trends, and performance metrics.  

• Strategic Thinking: Keen eye and attention to detail. Ability to develop action plans based on data insights to enhance audience experience success.  

• Customer Relationship Management: Ensures customer satisfaction through effective communication and value delivery.  

• Service Level Compliance: Ensures service hours are logged accurately and meet contractual requirements.  

What you’ll bring: 

• Education: Bachelor’s degree in a relevant field.  

• Experience: 1-2 years managing audience experience or an equivalent role in a B2B customer-