Role Purpose:
HYBRID- TUESDAY, WEDNESDAY, THURSDAY, IN THE RUDDINGTON OFFICE
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better.
Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.
The Vice-President, Customer Experience, Community, and Advocacy is a vital part of the Ideagen Customer Excellence leadership team, responsible for owning and scaling Ideagen’s global digital customer community.
A strategic leadership role, the VP Customer Experience will be focused on fostering a thriving and engaged customer community around our brand while serving as the voice of the customer throughout the Ideagen business.
You will be the champion for our customers, developing a deep understanding of their needs and creating meaningful opportunities for interaction, engagement, and advocacy. Advocacy and customer engagement through the community are central to Ideagen's entire organisational strategy with proven impact on business objectives. As such, Ideagen is seeking a passionate leader to take it to the next level.
Responsibilities:
* Community Development: Grow Ideagen customer community into value-driving asset for customers and partners alike. Design and implement engaging community programs, events, and initiatives to foster a sense of belonging, encourage active participation, and facilitate meaningful connections among community members.
* Program Development: Develop and execute a comprehensive strategy to build, nurture, and grow a vibrant Ideagen end-user community (including both customers and partners) across online and offline channels.
* Voice of the Customer: Advocating for the customer at all levels at Ideagen, prioritising customer centricity. Validating & prioritising commercial initiatives through your deep understanding of their requirements both now and the future to ensure we put them at the heart of everything we do.
* Strategic Collaboration: Lead interfaces with cross-functional teams to enhance community engagement and drive growth – optimize for efficiency and use data-driven insights to refine strategies.
* Relationship Building: Cultivate strong relationships with and between customers, encouraging collaboration and knowledge-sharing.
* Always-on Advocacy Mindset: Identify and nurture potential advocates within the community, collaborating with Customer Success Managers to leverage these relationships for greater ROI impact.
Skills and Experience:
* Demonstrated experience from Marketing, Customer Success, Product, or other sphere, building and scaling digital B2B SaaS customer conversations. Can include customer advisory boards, customer event activity, or other environments where active participation of senior leaders has driven business results.
* In-depth understanding of the community management landscape, community management software, and how the industry is evolving.
* Experience building and scaling teams, ideally as a second-line manager.
* In-depth understanding of the methods and metrics that drive community engagement.
* Project Management experience and ability to prioritise project plans or tasks.
* Strong Salesforce experience.
* Solution-oriented.
* Desire to work in a fast-paced, scale-up environment.
#INDHP
#LI-NOTTINGHAM
#J-18808-Ljbffr