As a Community Manager with an affinity for CX/customer journeys, you will independently carry out activities aimed at the further development and transferability of community-oriented customer experience and strengthening customer journeys within the public sector. You will focus on knowledge sharing about customer journey methodology, connecting collaboration partners, communities, and expert groups, and increasing the reach of the customer journey philosophy.
You will monitor the coherence between the agreed results. Within an expertise center, multiple communities are managed and developed, focusing on aspects of human-centered service provision and communication. Specialist external expertise will be deployed for the realization of the described results.
What you will do.
- Further mapping of target groups and stakeholders; connecting to and within the customer experience community, customer journeys, and other relevant projects.
- Organizing and facilitating interaction and knowledge sharing through (online and offline) meetings focused on CX and customer journeys.
- Developing and coordinating an approach to increase the reach of the Customer Journeys team and involve new target groups and partners; contributing to the further development, usability, and application of customer journey methodology.
- Maintaining relationships with collaboration partners, communities, and expert groups around customer journeys and CX; setting up and managing a core group/ambassador group for the CX community; representing the team at relevant conferences.
- Managing and moderating an online forum to organize knowledge sharing and interaction.
- Increasing involvement and support within relevant target groups for the CX community and the use of customer journey methodology.
- Identifying and analyzing member needs; based on this, organizing activities and collaborations within the CX community.
- Contributing to the operational execution within the Customer Journeys team and the CX community, such as managing the registration funnel.
Achievable results.
- Higher membership for the CX community and growing reach among relevant target groups for customer journeys within the public sector.
- Higher number of participants in activities of the CX community and customer journeys.
- Higher number of members and interactions on the forum.
- Active and engaged core group/ambassador group within the CX community.
- Series of executed activities for the CX community and customer journeys (meetings/events).
- Further development plan for the CX community and an approach to increase the reach of customer journeys; actions executed or initiated.
- Future activity calendar for the CX community and customer journeys, or a phase-out plan.
- Executed activities/events around the CX community and customer journeys.
- Transfer documentation and aftercare for the client.
Profile
The program is carried out on behalf of a government organization. An expertise center, commissioned by this organization, manages an expertise center with activities, communities, and instruments aimed at raising awareness, knowledge exchange, inspiration, and support for professionals working on government services and communication. The ultimate goal is to improve these services and communication in terms of inclusivity and user-friendliness.
What they ask
- Knowledge of measuring and managing customer experience: CXPA model, signal management, and customer journey methodology; familiarity with the communities and themes of the expertise center.
- Experience as a Community Manager.
- Experience in organizing online and offline meetings/activities and applying various working methods.
- Experience with the use and management of an online community platform.
- Knowledge of community management (member, platform, and content management) and event organization.
- Knowledge of stakeholder analysis and relationship management.
Preferences.
- Strong substantiation of the skill Communicative & Networker.
- Strong substantiation of the skill Analytical & Accurate.
- Strong substantiation of the skill Independent & Organizer.
- Strong substantiation of the skill Quick to adapt & Flexible.
- Demonstrable knowledge and experience with the communities and themes of the expertise center, specifically CX, customer journeys, and signal management.
How to apply
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