Community Experience Lead

Summary

The Community Experience Lead plays a crucial operational role in our community and ecosystem function. Your deep understanding of how communities drive success for products and startups, coupled with your dedication to operational best practice, will guide a team responsible for creating community engagement campaigns and influencer outreach.

Our initiatives aim to scale learning and adaptation across Tribes through an inner source framework. You will support community managers in building early adopter communities focused on testing to improve feedback loops, and in leveraging advocacy for the problems products solve. Your goal is to support and enable these community managers to learn from each other’s experience, to reduce the cost of learning and increase the frequency of success. You’ll be benchmarking reach, retention and referrals across a playbook of methods that the Chapter creates.

To embrace The Chapter model you’ll take a non-linear approach to developing communities, you will orchestrate high-tempo actions across multiple communities and at different operational levels. This requires strong operational strategies and a continuous learning mentality to foster an inner source learning and adaptation framework across Tribes.

You will also support the collaborative creation of a community-led growth launchpad for products from both IOG and the community, aiming to drive operational success and growth across the ecosystem.

Finally, as the primary liaison for non-technical communities, you will identify new, creative engagement strategies to build mutual value. Your role will reinforce a product-led growth mindset, grounded in the principles of early user testing, product advocacy, and an overarching culture of continuous learning and adaptation.

Duties

• Provide operational updates on Chapter activity and community experience using Jira. Your role will also involve designing, launching, and tracking processes, workflows, and automations that enhance internal efficiencies and elevate our team's effectiveness.
• Oversee and build out the Community Confluence strategy for Chapters of IOG, incorporating best operational practices into our methods bank, compass, calendar, AI Sherpa, and Toolkit (SOPs).
• Take ownership of the community calendar, coordinating with CMGRs to leverage engagement opportunities for product managers, engineering teams, comms, product marketing, and other stakeholders to ensure comprehensive coverage of launches and releases, reflecting a product-led growth mindset.
• Build a more relevant audience segmentation, developing effective messaging, campaigns, and cross-promotion of various community activities and opportunities (like newsletters, events, meetups, governance, webinars, reports, etc.) to serve the community better and enhance the relevance and quality of our communications.
• Identify trends and opportunities to build and maintain engagement. Collaborate with C&E Leadership based on feedback gathered and data available, putting in place strong analytical processes to drive our operational efficiency and growth.
• Set the overall direction for our community based marketing efforts, focusing on acquisition, conversions, improved audience participation and re-engagement, and newsletter delivery, with an eye toward best practices and product-led growth.
• Develop and execute internal education strategies to enhance understanding of community-first thinking and the impact of communities in Web3, fostering a culture of continuous learning within our organization.
• Build a better community experience. Improve onboarding, managing a community calendar, and helping community members navigate in a high noise-to-signal environment. Success is measured by members finding purpose and opportunities to collaborate, possibly quantified by a 'Net Promoter Score' for the non-technical community.
• Identify and lead collaborative partnership opportunities and work with other communities to build mutual understanding and value, reinforcing our commitment to fostering strong, mutually beneficial relationships.
• Support Tribes in crafting compelling and cohesive experiences that foster trust and loyalty among our users while maximizing the value of time spent across the business for stakeholders and partners. This will involve championing best operational practices and fostering a product-led growth mindset.

Requirements

Key Competencies

• An understanding of innovation and product-led growth in communities
• Strong operationally including project management (can skill up)
• Adaptable and open - unafraid to take on new challenges
• Curiosity & learning mindset
• Drive, self-reliance
• Resilient, -Operate in an environment of ambiguity
• Delivery focused - turn abstract concepts into measurable results
• Persuasive - skilled in lobbying and driving consensus
• A strategic thinker, with a deep understanding of how measurable comms activity contributes towards business goals
• Experience of community and marketing strategy development and execution, skilled in tracking and managing execution to maximize user engagement
• Sound judgement, able to anticipate potential challenges and adapt accordingly
• A team player, skilled in collaborating with internal stakeholders to achieve shared goals
• Pragmatic with a can-do mentality and a growth mindset; adept at finding creative solutions to thorny community challenges
• Well-organised and effective time manager, methodical in approach

Education / Experience

• Minimum of 3 years experience in a community or marketing role
• Solid experience in at least one complementary area of marcomms (eg, social media, product, insights, growth.)
• Solid knowledge and understanding of key community platforms how each can be used to deliver commercial goals and develop organizational capability
• Understanding and experience of issue and crisis management
• Experienced and confident in data-driven approaches, recognising how a creative idea translates into business value
• Excellent writing and language skills (native English)
• Good technical understanding (experience in blockchain and crypto technologies preferred).

Benefits

Location

IOG is a fully distributed organization but due to team distribution, we require someone to be based either in Ireland or the UK.

All colleagues

• Flexible schedule
• Remote work
• Laptop reimbursement
• New starter package to buy hardware essentials (headphones, monitor, etc)
• Learning & Development opportunities
• Competitive PTO and Sick Leave plan

UK & Ireland Employees

• Monthly Health Stipend to use towards any wellness or medical coverage/service
• Pension

At IOG, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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