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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 industry.
- Benefits: Flexible freelance role with opportunities for professional growth and collaboration.
- Why this job: Join a passionate team and make a real impact in building vibrant customer communities.
- Qualifications: 3+ years in community management or digital marketing; strong project management skills.
- Other info: Ideal for self-motivated individuals who thrive in fast-paced, collaborative environments.
The predicted salary is between 36000 - 60000 £ per year.
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.
Freelance - Customer Channels Manager [207333] employer: Aquent
Contact Detail:
Aquent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Freelance - Customer Channels Manager [207333]
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt 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
Show off your skills! Create a portfolio or a personal website showcasing your community management projects and successes. This is your chance to shine and demonstrate how you can drive engagement and growth.
✨Tip Number 3
Prepare for interviews by researching the company and its community channels. Think about how your experience aligns with their needs and be ready to share specific examples of your past successes in community engagement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and take the initiative to connect directly with us.
We think you need these skills to ace Freelance - Customer Channels Manager [207333]
Some tips for your application 🫡
Show Your Passion for Community Management: When you're writing your application, let your enthusiasm for building communities shine through. Share specific examples of how you've engaged with customers or managed community channels in the past. We want to see that you’re not just ticking boxes but genuinely excited about creating valuable experiences!
Tailor Your Content Strategy: Make sure to align your application with the content strategy mentioned in the job description. Highlight your experience in writing clear, channel-specific content and managing content calendars. We love seeing candidates who can connect their skills directly to what we need!
Demonstrate Your Data-Driven Mindset: Since this role is all about tracking performance metrics, don’t forget to mention your experience with data analysis. Share how you've used insights to improve community engagement or customer experiences. We appreciate candidates who can back up their claims with solid data!
Keep It Organised and Clear: Your application should reflect the strong organisational skills we’re looking for. Use clear headings, bullet points, and concise language to make it easy for us to read. Remember, attention to detail is key, so proofread your application before hitting send!
How to prepare for a job interview at Aquent
✨Know Your Community Inside Out
Before the interview, dive deep into the company's customer community channels. Understand their purpose, the type of content shared, and how they engage with users. This knowledge will help you demonstrate your passion for community management and show that you're ready to hit the ground running.
✨Showcase Your Data-Driven Mindset
Prepare examples of how you've used data to drive decisions in previous roles. Be ready to discuss specific metrics you've tracked, how you analysed them, and the impact your insights had on community engagement or content strategy. This will highlight your analytical thinking skills, which are crucial for this role.
✨Highlight Cross-Functional Collaboration
Think of instances where you've successfully collaborated with different teams, like marketing or customer support. Share stories that illustrate your ability to work across functions and manage multiple priorities. This will show that you can thrive in a fast-paced environment and are well-suited for the collaborative nature of the role.
✨Prepare for Project Management Questions
Brush up on your project management skills and be ready to discuss how you've managed projects from conception to launch. Have examples ready that showcase your organisational skills, ability to prioritise tasks, and how you kept stakeholders informed throughout the process. This will demonstrate your readiness to handle the responsibilities of the role.
