SVP responsible for community engagement, enhancing subscriber value in Grocery and Foodservice sectors at GS1 Canada. Leading teams for standards adoption and strategic growth initiatives.
About the role
- Community Manager engaging and supporting Kajabi’s customers through proactive engagement and content strategy. Developing community health and ensuring a safe and supportive environment for customer interactions.
Responsibilities
- Develop and execute a proactive engagement and content strategy that promotes the health, growth, and value of the community and feedback ecosystem.
- Build and maintain a consistent content calendar including product announcements, educational content, Hero spotlights, behind-the-scenes updates, success prompts, and more.
- Maintain a cadence of posts that keep Heroes informed, encouraged, and connected.
- Celebrate and elevate Hero voices by highlighting helpful contributions and promoting peer-to-peer support.
- Own the end-to-end messaging process for feature launches in partnership with Product Marketing, Support, Content & Education, and Product teams.
- Draft and publish announcements and changelog entries that clearly explain what’s new, why it matters, how it works, and where to get help.
- Monitor the community and feedback portal daily to track sentiment, clarify questions, and identify areas for education.
- Conduct focused monitoring within 48 hours of product updates to proactively identify friction points or common questions.
- Develop programming that increases engagement and connection, such as AMAs, themed monthly discussions, and small-group initiatives.
- Introduce structural community improvements (e.g., onboarding flows, topic tagging, recognition programs) that support long-term health.
- Maintain VoC feedback loops that synthesize trends from posts, comments, sentiment spikes, and Hero conversations.
- Deliver insights to Product and CX partners to help influence roadmaps, documentation needs, and customer-facing improvements.
- Track and report on community health metrics, engagement patterns, and performance.
- Oversee the reactive moderation team to ensure timely responses, consistent guideline enforcement, and appropriate triage to Support or Product.
- Ensure the community remains a safe, respectful, and inclusive environment.
- Act as a brand steward by ensuring all communications are warm, human, factual, and transparent.
- Acknowledge limitations honestly and help guide Heroes with empathy and clarity.
Requirements
- 5+ years of experience in online community management, VoC programs, digital forums, or similar environments.
- Bachelor's degree in Communications, Public Relations, or a related field.
- Excellent written and verbal communication skills.
- Proficiency in community platforms, moderation tools, and feedback management tools.
- Ability to work independently and as part of a team.
- Strong organizational and project management skills.
- Experience with data analytics and reporting.
- Experience in a software or technology company.
- Strong technical acumen and ability to learn product features deeply.
Benefits
- Competitive full-time salary + bonus + equity eligibility
- Full medical, dental, and vision (company-paid for you + family)
- 401(k) with 6% match
- Flexible PTO
- Fitness + wellness perks
- Mental health resources
- In-office lunches, collaboration days, and leadership growth opportunities
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