Freelance - Customer Channels Manager [207333] in London

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 will be the central hub connecting our customers, internal teams, and technology platforms to create engaging, valuable experiences for our customers who manage business travel programmes. You will 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 energised 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 Centre of Excellence teams to manage backlogs, ensuring items are reviewed, prioritised 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 organised content library.
• Performance Tracking & Reporting
  • Track and analyse 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.
  • Organise and prioritise 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 organised 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 organised with strong project management and time management skills.
• Analytical Thinking: Data-driven decision maker who identifies patterns and opportunities.