Global Community Manager

About Gen :

Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner.

Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come.

We're always looking for smart, fearless, and dedicated people. Together, we have collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.

When you're a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life.

This includes flexible working options with generous time off and competitive benefits & compensation packages.

Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences.

We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere.

Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.

If this sounds like you-Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow-join us!

HYBRID ROLE : 3x / week in the Tempe, AZ office

About the Role :

As the global lead for community management at Gen, you will be a part of the nimble and evolving Advocacy and Marketing Operations team, responsible for executing our community management strategy and execution.

This includes supporting six leading global consumer cyber security brands with the shared goal of strengthening our brands through positive interactions by interacting with customers, monitoring feedback and reviews across a variety of channels.

You will work with a combination of agency partners and an in-house team to cover the key markets and be responsible for driving our global community response strategy including but not limited to third party review sites like Trustpilot, etail sites, Gen-owned ratings and reviews program, and social media platforms.

You know social never sleeps and you're constantly taking the pulse of our community and helping our team adapt to the conversation, see the needs, and drive the overall health of the conversation and sentiment.

You understand multi-brand, multi-region and how our social content, our products and marketing contribute to conversations happening online.

You put customers first, aim to resolve their issues, and constantly take the pulse of our community. You understand how a strong community response strategy can drive happy customers, build advocacy and ultimately grow the business.

This role reports to the Advocacy and Marketing Operations leader and sits within our Marketing, Brand and Communications organization.

This individual will work closely with a

Community Management Specialist, Advocacy Manager, Customer Service organization, Social team, and our external agency partners.

Key Responsibilities :

• Generate strategic plans for community-based initiatives to support brand programs / campaigns including, but not limited to the areas of engagement, social listening, customer care, opportunistic content, trending news / events, as well as influencer engagement.
• Help develop and execute our global response strategy for our community management to monitor and respond to online comments, reviews, messages, and inquiries in a timely and professional manner - aiming to improve our sentiment and brand reputation across multiple platforms.
• Collaborate with agency partners and in-house community managers - responsible for the daily operations of first-level social care, community engagement, community building and crisis management (as needed).
• Understanding real-time social media trends and actively engage with our community to build brand love along with managing customer service issues
• Maintain a solid relationship with our social media software partner - attend weekly meetings, offer feedback on tool performance, troubleshoot back-end issues.

Build out monitoring / response capabilities with our software and provide dashboards and reporting to track and analyze trends of customer pain points.

Providing that pulse for the community landscape with insights and recommendations to improve our direct customer feedback.

Develop copy and communications that will lead to optimal community engagement and impact in regular interactions and develop and write FAQs for response.

Maintain and update, as needed, community playbooks, engagement standards and processes.

• Build and nurture strong relationships with the Customer Service teams, developing strong processes and hand-offs to ensure seamless and best-in-class support with the community.
• Work closely with advocacy program partners to strategize and manage responses for customer review sites - like Trustpilot, Power Reviews, Amazon, etc.
• Lead for community during crisis management - requires listening, participating with response and monitoring.

Required Skills :

• 5+ years experience in social media, community building, consumer brand experience, or other global marketing roles.
• BA degree in Communications, Marketing, Social Media or other related discipline preferred
• Must have strong knowledge of social media platforms, including how the public uses each and the visual languages and tones for each - and how this impacts communities.
• Demonstrated curiosity to monitor community engagement techniques / best-practices, and stay up-to-date of growing platforms and software changes / enhancements
• Role may require some night or weekend hours - as needed - based on community needs / monitoring during crisis management.
• Have excellent communication skills, be able to convey complex ideas in an understandable manner.
• Active listening skills to understand community needs and concerns and likes to take initiative.
• Ability to understand and share the feelings of community members and respond with empathy to community feedback, concerns, and issues.
• Analyze and interpret key metrics to identify trends and generate actionable insights, driving data-informed decision-making and strategic planning.

LI-AS1

Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees.

All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law.

Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

Learn more about pay transparency.

Gen complies with all anti-discrimination laws.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.