What Is This Job?

A Director of Customer & Community Marketing is a key role focused on cultivating a strong, active community around a brand. This position involves understanding customer needs and creating spaces for interaction and engagement. The director strategizes on ways to harness the power of the community to drive brand loyalty, customer retention, and business growth. They are responsible for creating a sense of belonging and connection among customers, enhancing the customer experience, and leveraging customer insights for brand development.

What Does This Job Do?

A Director of Customer & Community Marketing leads initiatives to build and maintain a vibrant community of customers. They develop programs to encourage customer interaction, collaboration, and advocacy. This role involves designing and implementing strategies to engage customers, creating referral and advocacy programs, managing social media presence, and developing content and events that resonate with the community. The director’s goal is to create a loyal customer base that actively participates in and advocates for the brand.

Job Brief

We are looking for a Director of Customer & Community Marketing to spearhead our community-building and customer engagement efforts.

In this role, you will be responsible for creating and nurturing a community where customers can connect and share insights.

You will develop customer advocacy programs, coordinate events and workshops, and manage social media strategies that center around our customers.

This position requires a creative marketer with a passion for customer engagement and a proven track record in building customer communities. If you are driven to create meaningful customer experiences and foster brand loyalty, we invite you to apply.

Responsibilities

• Design and build an engaging customer and prospect community.
• Develop and manage customer advocacy and referral programs.
• Create campaigns to increase customer engagement, renewals, and expansion.
• Engage customers on social media and through various channels.
• Design and build an engaging community for customers and prospects.
• Recruit community members and customer advocates through various channels.
• Develop and measure recruitment, membership, and engagement goals.
• Experiment with engagement strategies, including events, workshops, and awards programs.
• Create and manage a customer advocacy program.
• Develop a customer referral program to support sales and marketing.
• Create campaigns to boost renewals, referrals, and brand awareness.
• Engage with customers on social media and other platforms.
• Manage and maintain engagement and advocacy programs.
• Target customers for upsell, cross-sell, and advocacy opportunities.

Requirements

• Proven experience in building customer communities.
• Strong marketing, communication skills, and passion for customer service.
• Ability to identify opportunities and deliver results.
• Experience in creating and managing customer marketing programs.
• Strong ability to build and lead a team.
• Demonstrated success in customer engagement and community building.
• Proficiency in social media and content creation.
• Excellent problem-solving and decision-making skills.