Community Manager

• Further mapping of target groups and stakeholders; connecting them to and within the customer experience community, customer journeys within a government organization, and other relevant projects.
• Organizing and facilitating interaction and knowledge sharing via (online and offline) meetings focused on CX and customer journeys.
• Developing and coordinating an approach to increase the reach of the Customer Journey 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 customer experience community; participating in relevant conferences on behalf of the team.
• Managing and moderating an online forum on a collaboration platform to organize knowledge sharing and interaction.
• Increasing involvement and support within relevant target groups for the customer experience community and the use of customer journey methodology.
• Identifying and analyzing member needs; organizing activities and collaborations based on this within the customer experience community.
• Contributing to the operational execution within the Customer Journey team and the customer experience community, such as managing the registration funnel.
• Weekly alignment on progress, monthly reporting on progress and (partial) results, and semi-annual evaluation of progress, results, and collaboration.

What they ask

• 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.
• Knowledge of measuring and managing customer experience: CXPA model, signal management, and customer journey methodology.
• Familiarity with the communities and themes of a user-centric program.

Preferences.

• Strong substantiation of Communication & Networker skills.
• Strong substantiation of Analytical & Accurate skills.
• Strong substantiation of Independent & Organizer skills.
• Strong substantiation of Quick Switching & Flexible skills.
• Demonstrable knowledge of and experience with the communities and themes of a user-centric program, specifically CX, customer journeys, and signal management.
• Affinity with human-centered service and communication in a government context.
• Solid basic knowledge of CX/customer experience, signal management, and customer journey methodology.
• Ability to work independently within small teams and switch between a guiding and supporting role.
• Ability to translate input and needs into a program of online and offline activities that aligns with the strategy of a user-centric program.
• Ability to maintain an overview of what is happening inside and outside the community and translate this into concrete community activities.
• Experience with (and use of) working methods and technical possibilities of platforms like Teams and an online collaboration platform to stimulate knowledge sharing and interaction.
• Ability to switch flexibly between different types of activities, stakeholders, and development speeds.
• Taking responsibility and actively coordinating where necessary.

Competencies.

• Communicative & Networker: Good listener, asks sharp questions, coaches and motivates the central point of contact and can clearly articulate the community identity.
• Analytical & Accurate: Oversees much information, analyzes member needs, translates this into a suitable activity program, regularly evaluates alignment with strategy.
• Independent & Organizer: Independently takes on tasks, sets priorities and organizes meetings, takes responsibility and actively coordinates where necessary.
• Quick Switching & Flexible: Easily switches with multiple partners, functions, and interests, combines activities within the customer experience community and customer journeys, and monitors progress.
• Experience with CX, customer journeys, and signal management: In the context of public service and focused on spreading and applying the customer journey concept.