Vacancies

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19 Aug 2022

Community Manager (Phacilitate)


The Opportunity:

An opportunity has arisen for a highly motivated and experienced Community Manager to join the Phacilitate team. Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging content. You should be a ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with our community.

This is a rare opportunity to join an ambitious team with an ethos on building success through collaboration with each other and with customers. We are looking for an individual whose personal values align with ours.

These are: 

  • We dream big 
  • We treat each other like family  
  • We bring our whole hearts to work  
  • We deliver on our promises  

Our values set us apart from others. We lead by example by creating an inclusive environment, that empowers our team, business and community to thrive. We are guided by the Phacilitate vision of improving commercialisation journeys for every biotech working in advanced therapies, and when you work with us, your voice will play a key role in helping us work towards this.   

 If these values sound like you, and is a culture that you’d enjoy being part of, then we’d love to hear from you. 

 

 

The Role:

Phacilitate, originally an events business, has changed direction and transitioned into a content-first, member network in order to help us grow our year round presence and reach into the biotech market. The Community Manager will be accountable for growing an engaged community of advanced therapies professionals, with a goal to create advocates of the brand and grow attendance at our live events.

The Community Manager will be a proven strategic thinker with the ability to build strong relationships. The candidate will demonstrate a thirst for knowledge, keen to immerse themselves in the advanced therapies industry, seeking to understand current and emerging trends and data, in order to anticipate and fulfil customer needs. Ultimately, they will act as the face and voice of our brand and manage all community communications.

 

Network Management/Engagement

  • Build relationships with customers, potential customers and industry professionals
  • Manage the Network on a daily basis, acting as an advocate for the brand in the community and moderating and facilitating engagement in line with the defined strategy
  • Provide a superior quality of customer service and support, from point of sign-up onwards
  • Engage in industry conversation in discussions and on posts, and inviting relevant members to participate in discussions. Increase engagement with our audience by using LinkedIn to spark conversations, generate new connections and embed yourself into the industry
  • Create and implement a network engagement strategy and maintain weekly contact with members to empower them to actively contribute, from a seamless on-boarding experience to fully-fledged Phacilitate advocate
  • Identify potential influencers/brand advocates within the community, build relationships with them and maximise opportunities to increase their involvement in the community
  • Develop a deep understanding of customer personas and apply this knowledge to create targeted outreach and communications
  • Create engaging content, including written, graphics-based and in video format to post in the Network to create and maintain engagement
  • Respond to customers’ comments and queries in a timely manner
  • Organise and participate in virtual events (e.g., virtual roundtables) to build community and boost brand awareness
  • Manage the Network / member newsletter

 

 

Feedback and Metrics

  • Continuously collate member feedback and satisfaction scores to inform product development. Use listening tools to monitor feedback and engagement
  • Work with Head of Sector Marketing Operations to ensure network data is integrated into PowerBI
  • Monthly updates in the customer meeting on the audience split in the Network and feedback from our members
  • Monitor and analyse community performance bi-weekly to ensure agreed KPIs are being met and send regular quantitative and qualitative reports on the community’s progress, recommending steps to improve engagement from this analysis
  • Drive constant improvement by continually identifying and implementing quick wins to improve community service offering

 

Social Media

  • Develop social media and communication campaigns that align with our brand marketing strategy
  • Work closely together with Marketing and Editorial to ensure brand consistency
  • Prepare detailed weekly and monthly reports on our social media activity and recommend steps to improve engagement from this analysis

 

Match

  • Be the project lead for Phacilitate Match, creating and executing a scale-up strategy and delivering the programme in a professional and timely manner whilst hitting KPI’s

 

Knowledge, Skills, Attitude and Behaviour:

 

  • Experience managing a community or membership base in order to hit strategic business objectives
  • Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, creating an event series and writing an email newsletter)
  • Hands on experience with social media management for brands
  • Life science knowledge preferable
  • Enthusiastic and confident attitude with a problem-solving approach to tasks
  • Highly personable with the ability to build positive customer relationships  
  • Self-motivated and determined with a strong sense of personal accountability
  • Innovative, and willing to challenge the way things have always been done
  • Excellent stakeholder management and strong communication skills with an ability to contribute in a collaborative team environment and also work well independently
  • Excellent time management skills and the ability to prioritise tasks and meet deadlines
  • Proactive and ambitious
  • Ability to interpret online customer engagement metrics
  • Attention to detail and ability to multitask

 

About Clarion Events:

Clarion Events is one of the world’s leading event organisers, producing and delivering innovative and market-leading events since 1947. (https://clarionevents.com/welcome)

Clarion Events embrace diversity and equal opportunities in all that we do. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Clarion is private equity backed and owned by Blackstone. Blackstone is one of the world’s leading global investment funds, investing capital for the long term in order to build successful, resilient businesses. (https://www.blackstone.com/

Our purpose is to deliver exceptional customer outcomes and experiences, by making every connection count.

Our vision is we want every one of our products to be a market leader in customer satisfaction and delight.

 

To apply, please contact georgi@phacilitate.com

 

 

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