Community Experience Manager
Community Experience Manager
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USD 75000 - 85000
1 Vacancy
Job Description
Overview:
The Audience Experience Manager oversees communities within their assigned vertical and assigned book of business serving as the primary point of contact for customer needs related to audience recruitment engagement rewards and operations. Acting as a project manager they execute audience strategies and may delegate tasks to Audience Experience Specialists.
Key Responsibilities:
1. Customer Relationship & Account Execution
Serve as the primary point of contact for assigned customer accounts managing day-to-day communication and intake of customer needs.
Execute audience management plans aligned with strategies set by AX Strategists.
Provide consultative support to customers across recruitment rewards incentives engagement and operational needs.
Manages the bulk of customer management task intake needs and execution.
2. Project & Workflow Management
Own project timelines and ensure the successful delivery of customer initiatives and audience programs.
Coordinate and delegate tasks to Audience Experience Specialists as needed to support efficient execution.
Maintain clear proactive communication with customers and internal teams throughout project lifecycles.
3. Community Goals & Audience Engagement
Drive development and execution of customer-defined audience experience goals.
Own Audience Support: manage audience communications including email and message outreach to support engagement and satisfaction.
Oversee the implementation of incentive programs and other engagement tactics.
4. Quality Assurance & Operational Oversight
Conduct quality checks on deliverables and ensure the accuracy of audience data and profiles.
Support smooth and consistent audience operations through diligent oversight and attention to detail.
5. Specialist Task Coordination
Assign delegate and deploy and oversee task assignments to both onshore and offshore Specialists ensuring alignment with project goals and timelines.
Monitor task completion and contribute to workflow optimization without direct people management responsibilities.
Your Success Metrics:
1. Community Health
Recruitment
Retention
Engagement: Email open/click rates incentive participation community activity levels or satisfaction with audience support.
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.
2. Community Management / On-Time Task Completion
100% compliance of audience experience hours for all communities in your portfolio.
All projects/workspaces in Asana are accurate and completed on time.
All hours that are purchased by customers are used in full each month.
3. Client Satisfaction Score (CSAT) or Net Promoter Score (NPS)
Who youll work with
Clients in Vertical
AX Team
Account Directors
Strategic Research Leads
Core Skills & Competencies:
Competencies
Project Management Ability to manage timelines delegate tasks and ensure the successful delivery of multiple audience initiatives.
Customer Relationship Management Skilled in maintaining strong consultative relationships and serving as a trusted point of contact.
Operational Execution Strong capability to execute on strategic plans manage details and coordinate cross-functional workstreams efficiently.
Attributes
Detail-Oriented Ensures high quality and accuracy in deliverables communications and audience data.
Proactive Communicator Anticipates needs keeps stakeholders informed and prevents issues through clear timely updates.
Collaborative & Resourceful Works well across teams knows when and how to involve Specialists and adapts quickly to solve problems.
Skills
Audience Experience - Proficient in managing online participant spaces such as communities panels or large forums understanding member dynamics and fostering engagement.
Audience Engagement Tools & Communication Platforms Proficiency in managing email outreach incentive platforms and support channels.
Task Delegation & Coordination Effectively assigns and oversees work without direct authority maximizing team output.
Data Accuracy & QA Skilled in reviewing and validating deliverables and community data for consistency and correctness.
Service Level Compliance - Ensures service hours are logged accurately and meet contractual requirements.
What youll bring:
Education: Bachelors degree in a relevant field.
Experience: 2-4 years managing audience experience or an equivalent role in a B2B customer facing capacity.
Multi-Tasking: Strong multi-tasker with excellent prioritization skills.
Customer Focus: Focused on high-quality customer service and deliverables.
Analytical Skills: Proficient in data analysis and reporting.
Communication: Excellent verbal and written communication skills.
Adaptability: Can handle diverse audience needs and challenges.
Problem-Solving: Effective at addressing complex audience experience issues.
Empathy: Understands audience perspectives and needs.
Organizational Skills: Manages multiple accounts efficiently.
Preferred but Not Required
Experience in Microsoft Office
Benefits:
Health/Dental/Vision Insurance
401k match
Flexible Work Schedule
15 Vacation Days 7 Sick Days annually
12 Holidays 4 Synchronized Recharge Days
Parental Leave
Monthly Internet/Phone Stipend
All Team Perks: many including: DoorDash GymPass Headspace & more
LA & NY HQ Perks: Free lunches refreshments & snacks
Pet Friendly HQs
This position pays between $75000 - $85000 base salary plus a variable bonus equal to 6% of your base & equity. Achieving the variable bonus is through meeting all of your OKRs (50% of total) and achieving a 90% contract renewal rate for your assigned vertical (50% of total). Your final base salary will be determined based on location work experience skills knowledge education and/or certifications.
About Fuel Cycle:
Fuel Cycle accelerates decision intelligence for legendary brands. We achieve this by enabling organizations to capture analyze and act on insights required to launch new products acquire customers and gain market share. By leveraging the Research Engine which powers leading insight communities brands forge connections with their key audiences and harness actionable insights that drive confident business decisions.
At Fuel Cycle we embrace the values of diversity equity and inclusion and are committed to fostering an inclusive company culture. We believe that everyone regardless of their background or identity should have equal access to opportunities for growth and advancement. Our selection processes and career pathways are designed to be fair transparent and free from bias. We value the unique perspectives and contributions of each team member knowing that this diverse range of experiences strengthens our team. Fuel Cycle stands firmly against discrimination based on disability sex race gender identity sexual orientation religion national origin age veteran status or any other protected status under the law.
Fuel Cycle is an equal opportunity employer and fully comply with the Americans with Disabilities Act (ADA). We will provide reasonable accommodations for qualified applicants and employees with disabilities as needed to enable them to perform the essential functions of their job and participate in the application and interview process. If you require accommodations during any part of the application process pleasecontact usat to discuss your needs.
#li-hybrid
Required Experience:
Manager
Employment Type
Full-Time
