Location
Gillingham, Kent | United Kingdom
Job description
Please note: We are very flexible with remote working but would love to see you in our office ideally once per month :)
About us
Henry Schein One provides cutting edge online dental practice management software to thousands of dental professionals around the world.
Our purpose is to make life better for dentists, practice managers, and patients this sits at the centre of everything we do. We are shaping the future of how millions of patients interact with their dental practice and aim to solve tough, real-world problems by continuously innovating our product & customer experience.
Through year-on-year growth, we have cemented ourselves as an industry innovator and leader and offer two core platforms; EXACT (Software of Excellence) a server-based product and Dentally, our cloud-based product.
Why HSOne?
This is an opportunity to join one of the UK’s best employers as recognised in the Sunday Times Best Places to Work 2023 initiative. As an inclusive and forward-thinking company, we are committed to creating an environment that values diversity and promotes equal opportunities for all individuals.
HSOne supports many types of flexible working arrangements that allow you to balance your work, your life, and your passions. We offer a great remuneration package with benefits ( click here ) that support a range of lifestyle choices and needs, and we encourage continuous improvement and career development.
The role
This is a brad new role bursting with the opportunity to make an impact, drive ideas and have strong autonomy.
As part of our Customer Success strategy, the Community Manager will
lead the onboarding and growth of our digital customer community,
playing a vital role in building, growing, and maintaining a positive and
engaged customer base around our products and services. Ensure our
customer feel part of something.
How you’ll make an impact
Engagement and Moderation:
- Actively engage with community members to stimulate advocacy and participation, and foster a positive and inclusive community atmosphere.
- Respond to comments, questions, and concerns in a timely, respectful manner and in line with our brand guidelines
- Monitor discussions to ensure we have a vibrant, respectful, and productive online community.
- Enforce community guidelines and policies, address and resolve conflicts, and work collaboratively to develop, update, and communicate community guidelines and policies.
Content Creation:
- Generate and share relevant content to keep the community informed and engaged.
Feedback and Insights:
- Gather feedback from community members and provide insights to the organisation.
- Use feedback to improve products, services, or community engagement strategies.
Events and Initiatives:
- In partnership with the marketing team - Plan and execute community events, both online and offline.
- Launch and manage community initiatives to encourage participation and collaboration.
- Champion inclusivity by implementing strategies to cater to diverse audiences, ensuring accessibility for individuals with varying needs. Strive to create an environment where all community members feel welcome and represented.
Advocacy:
- Identify and empower community advocates.
- Encourage user-generated content and testimonials.
Community Growth:
- Develop strategies to grow the community through gamification & outreach.
- Collaborate with various departments to promote the community.
Analytics and Reporting:
- Track and analyse community metrics and KPIs.
- Provide regular reports on community growth, engagement, and sentiment.
Knowledge of Platforms and Tools:
- Stay informed about best practices and community management tools.
- Use analytics tools to measure and report on community performance.
- Bring a creative and innovative mindset to the role, exploring new strategies to keep the community dynamic and engaged. Stay abreast of emerging trends in digital community management, incorporating fresh ideas to continuously enhance the community experience.
Issue Resolution:
- Handle customer issues or negative situations professionally and promptly.
- Work to resolve issues and maintain a positive community environment.
What you’ll bring with you
- 1-2 years of experience in a community manager role
- Experience working for a software/SASS company - ESSENTIAL
- Experience with a Community Manager platform such as Gainsight - Gainsight Digital Hub / Insided or similar
- Exposure to a Learning Management Platform such as Northpass
- Diplomatic issue resolution and conflict management skills.
- Quick thinking and adaptability.
- Customer-centric with a focus on customer experience.
- Developing and implementing strategies to grow and engage the community over the long term.
- Understanding the broader goals of the organization and aligning community efforts with those goals.
- Tech-savvy with proficiency in community management tools and analytics platforms.
- Networking skills to build relationships with influencers and stakeholders.
- Passion for the community as a profession.
Inclusivity
Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent, and innovate successfully. So, from the start with us, you’ll feel welcome and supported to do the best work.
We look forward to hearing from you!
Job tags
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