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For Companies At a Glance
- Tasks: Manage and grow customer community channels, ensuring engaging experiences for business travel programme managers.
- Company: Dynamic company focused on enhancing customer engagement in the travel sector.
- Benefits: Competitive pay of £300 per day, remote work flexibility, and potential for extension.
- Why this job: Join a passionate team and make a real impact on customer success through community management.
- Qualifications: 3+ years in community management or digital marketing, with strong project management skills.
- Other info: Opportunity to work in a fast-paced environment with global teams and diverse projects.
The predicted salary is between 60000 - 84000 £ per year.
Client Location: London (Remote)
Starting: 02/03/2026
Pay Comments: £300 per day
Hours: Full-time
Duration: 9 months with potential to extend
About the Role
Our client is seeking a Customer Channels Manager to own the day-to-day management and growth of our customer community channels. In this role, you'll be the central hub connecting our customers, internal teams, and technology platforms to create engaging, valuable experiences for our customers who manage business travel programs. You'll combine community engagement, content strategy, and project management to ensure our online support communities thrive as a resource for customer success. This is an ideal role for someone who is passionate about building communities, data-driven, and energized by cross-functional collaboration.
Key Responsibilities
- Community Management & Engagement
- Serve as the primary internal point of contact for all customer channel inquiries and operational issues.
- Monitor channel health, member activity, and engagement trends; identify and escalate issues to appropriate stakeholders.
- Manage internal communications and updates related to channel performance, initiatives, and changes.
- Collaborate with marketing, customer support, and Salesforce Center of Excellence teams to manage backlogs, ensuring items are reviewed, prioritized and actioned by appropriate stakeholders.
- Content Strategy & Execution
- Write clear, channel-specific content briefs that align with community needs and business objectives.
- Guide content through the full lifecycle: copywriting, review, translation, and publishing.
- Collaborate with the content publishing team to manage content calendars and maintain an organized content library.
- Performance Tracking & Reporting
- Track and analyze channel and content performance metrics (engagement, adoption, sentiment, etc.).
- Monitor customer feedback channels for opportunities to improve experience.
- Develop, maintain, and present monthly performance scorecards for internal stakeholder review.
- Use data insights to identify trends and opportunities.
- Project & Program Management
- Manage channel enhancements from conception through launch.
- Organize and prioritize multiple initiatives simultaneously in a fast-paced environment.
- Maintain clear documentation of project status, timelines, and dependencies.
Required Qualifications
- 3+ years of experience in community management, community engagement, content management or digital marketing (preferably in B2B SaaS).
- Hands-on experience with Salesforce Experience Cloud or similar community platforms.
- Demonstrated ability to work both independently and collaboratively across multiple teams and global time zones.
- Self-motivated, able to work autonomously and organized with ability to self-manage multiple priorities.
- Strong project management skills with experience managing cross-functional initiatives.
- Data-driven mindset with ability to track metrics, identify patterns, and make recommendations based on insights.
- Excellent English written and communication skills with strong attention to detail.
- Customer-obsessed approach to problem-solving and decision-making.
Preferred Qualifications
- Experience in the travel, SaaS, or subscription-based business models.
- Familiarity with project management tools (Smartsheet, Jira).
- Experience with analytics platforms (Google Analytics 4, Tableau).
- Knowledge of design tools (Figma) or design collaboration processes.
- Experience managing multilingual or global communities.
Core Competencies
- Communication: Exceptional written and verbal communication; ability to translate complex information clearly.
- Collaboration: Thrives in cross-functional environments; builds strong relationships across teams.
- Organization: Highly organized with strong project management and time management skills.
- Analytical Thinking: Data-driven decision maker who identifies patterns and opportunities.
Customer Channels Manager in City of London employer: Aquent
Contact Detail:
Aquent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Channels Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Customer Channels Manager role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for interviews by researching the company and its community channels. Understand their current strategies and think about how you can contribute. This shows you're genuinely interested and ready to hit the ground running!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role. Highlight your community management skills and data-driven mindset. We want to hear how you can make a difference in their customer engagement!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Channels Manager in City of London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for community management shine through! We want to see how excited you are about building engaging experiences for customers. Share any relevant experiences that highlight your passion for connecting with people.
Tailor Your Content: Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. We love it when candidates align their background with what we're looking for, so don’t hesitate to showcase your community engagement and content strategy expertise!
Be Data-Driven: Since we’re all about metrics and insights, include examples of how you've used data to drive decisions in your previous roles. Whether it's tracking engagement trends or improving customer experiences, show us how you’ve made an impact using data!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved!
How to prepare for a job interview at Aquent
✨Know Your Community Management Stuff
Make sure you brush up on your community management skills and experiences. Be ready to discuss specific examples of how you've engaged with customers and improved community health in previous roles. This will show that you understand the nuances of the position.
✨Show Off Your Data Skills
Since this role is data-driven, come prepared with examples of how you've used metrics to inform decisions. Whether it's tracking engagement trends or analysing customer feedback, be ready to share how you've turned data into actionable insights.
✨Collaboration is Key
This job requires working across multiple teams, so highlight your experience in cross-functional collaboration. Share stories about how you've successfully worked with marketing, support, or tech teams to achieve common goals. It’s all about showing you can play well with others!
✨Prepare for Project Management Questions
Expect questions about your project management experience. Be ready to discuss how you've managed multiple initiatives simultaneously, kept projects on track, and maintained clear documentation. Use specific examples to illustrate your organisational skills and ability to juggle priorities.
