Director, Community And Advocacy

Summary

Join Constant Contact as the Director, Community & Advocacy, reporting to the Senior Director, Customer Lifecycle Marketing. You will be responsible for planning and executing the community marketing strategy, building a new community vision, and developing a network of user-generated content. This role requires strong leadership, strategic planning, and experience in community management and customer marketing. You will oversee community platform implementation, develop marketing roadmaps, partner with influencers, and create engaging content strategies. The position also involves relaunching the advocacy program, managing events, tracking key metrics, and communicating customer insights. Constant Contact offers a competitive compensation package, including health and welfare benefits and paid leave, and embraces a hybrid work model.

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

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

Preferred Qualifications

Experience working in community platforms, with preference given to Base.AI or Bettermode

Benefits

• Health and welfare benefits including paid leave
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
• Professional development opportunities
• At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues