Community Management Strategist

Overview: The Community Management Strategist is responsible for the success of all communities in their book of business, to be assigned by verticalindustry. As the vertical lead, the Strategist oversees and manages team processes, reporting, and overall strategic approaches to community recruitment, rewards and incentives, member engagement and community operationsadministration. Rather than owning a high volume of accounts, measuring impact and customer satisfaction will become the key pillar of success. Proactivity in measuring and assessing audience milestones as they relate to customer research objectives will encompass ideation through delivery. The strategist may own a small number of high-value accounts. Fuel Cycle is regularly recognized as a great and innovative place to work. Our recent awards include 2024 Built In Best Places to Work, as well as Comparably Best CEO, Best Company for Women, and Best Company for Diversity. Fuel Cycle is proudly a 2024 Quirk's Top Company for Consumer Research and Online Panel Communities - MROC, and was named Top 50 Most Innovative by GRIT in 2023. Learn more about our Culture & Values here. Key Responsibilities: Audience Retention and Engagement Proactively develop and implement retention strategies, manage data reporting and dashboards, generate audience experience KPIs, and handle quality assurance for key deliverables.Audience Management: Ownership and delivery of the team's overall strategy for incentivization, engagement, communication, profiling, and recruitment.Recruitment strategy will encompass the development of successful channels, ensuring quality methods and participants that aid in customers' research goals.Team and Account Coordination Assign tasks, ensure team coverage, mentor junior managers, fill in as account lead when needed, and manage strategic accounts.Pod Management and Strategic Consulting Pod Manager and AX Liaison: Provide consultation, escalation and expertise across the organization; joining Sales calls and supporting the CX teamStrategic Consulting: Proactively identify audience development needs, optimize community audiences, improve participation rates, and execute engagement strategies.Content Management: Plan audience activities, develop engaging content, and handle crisis management for all accounts in your pod.Executive Support and Industry Research Prepare data reports and action plans for the executive team and join sales calls as dustry Research: Review current research according to the industries and audiences in your pod and propose initiatives based on relevant findings.Your Success Metrics: CommunityPanel is developedrecruited and maintained to meet customer research needs. Regular, proactive consultation with customer and account team to understand, identify and recruit appropriate audience targets based on customer research goals.Member data is 100% accurate and regularly validated for all communities in your portfolio.User life cycles are proactively measured to better understand user lifetime values. Participant ROI is evaluated on a quarterly basis to analyze customer budgets and savings.Recruitment frequencies and methods are evaluated on a quarterly basis to understand effectiveness and trends.Periods of time with less or no research are supplemented with non-research or secondary research activities.Rewardsincentives - if applicable - are monitored for success on a monthly basis.Analyze industryaudience trends to ensure content is relevant and interesting.100% compliance of audience experience hours for all communities in your portfolio. Over-utilization or under-utilization of hours leads to an upsell or strategic evaluation with Account Directors.All projectsworkspaces in Asana are accurate and setup properly.All hours that are purchased by customers are used in full each month.All hours are logged weekly for accurate and up to date reporting.Who you'll work with? Research DirectorsImplementation ManagersAccount DirectorsStrategic Research LeadsDirector of Training & EnablementProduct ManagersVP of SalesVP of FinanceVP of Client Accounts | Customer ExperienceChief Strategy OfficerChief Customer OfficerChief Financial OfficerCore Skills & Competencies: Audience Experience: Proficient in managing online participant spaces such as communities, panels or large forums, understanding member dynamics, and fostering engagement.Proactivity: Ability to identify and tackle problems before they occur or become unsalvageable. Exercises agency to develop and consult on efficiencies and successful strategies before times of struggle.Data Analysis: Skilled at creating and interpreting audience experience KPIs, trends, and performance metrics and executing on actions needed.Strategic Thinking: Big picture-thinker. Ability to develop action plans based on data insights to enhance audience experience success.Customer Relationship Management: Ensures customer satisfaction through effective communication and value delivery.Team Leadership: Capable of leading and coordinating audience experience teams.Escalation Handling: Acts as a point of escalation for complex audience experience issues.Service Level Compliance: Ensures service hours are logged accurately and meet contractual requirements.What you'll bring: Education: Master's or bachelor's degree in a relevant field.Experience: 4-5 years managing audience experience or equivalent B2B customer-facing roles.Leadership: Ability to lead and inspire audience experience teams.Analytical Skills: Proficient in data analysis and munication: Excellent verbal and written communication skills.Adaptability: Can handle diverse audience needs and challenges.Problem-Solving: Effective at addressing complex audience experience issues.Empathy: Understands audience perspectives and anizational Skills: Manages multiple accounts efficiently.Benefits: HealthDentalVision Insurance401k matchEquity Purchase OptionFlexible Work Schedule15 Vacation Days + 7 Sick Days annually12 Company Holidays + 4 Floating HolidaysRecharge Days (giving you the flexibility to celebrate or observe non-standard holidays, or take time to rest and recharge)Parental LeaveMonthly InternetPhone StipendAll Team Perks: many including: Rightway, Headspace & moreLA & NY HQ Perks: Weekly community lunches, refreshments & snacksPet Friendly HQsThis position pays between $75,000 - $85,000 base salary plus a variable bonus equal to 7% of your base. Achieving the variable bonus is through meeting all of your OKRs (50% of total) and achieving a 90% contract renewal rate for your assigned vertical (50% of total). Your final base salary will be determined based on location, work experience, skills, knowledge, education andor certifications. If you are located within a 25-mile radius of our LA or NY HQs, you will be considered a hybrid associate and will be required to be in the office 3 daysweek. About Fuel Cycle: Fuel Cycle accelerates decision intelligence for legendary brands by enabling organizations to capture, analyze, and act on insights required to launch new products, acquire customers, and sustain growth. By leveraging Fuel Cycle's Research Engine, a SaaS software platform, brands forge connections with their key audiences and harness actionable insights that drive confident business decisions. Our technology enables decision-makers to maintain constant connections with their customers, prospects, and users to uncover real-world actionable intelligence and insights. By integrating human insight with critical business data, and through automated quantitative and qualitative research solutions, the Fuel Cycle Research Engine powers product innovation, brand durability and sustainable growth. At Fuel Cycle, we embrace the values of diversity, equity, and inclusion and are committed to fostering an inclusive company culture. We believe that everyone, regardless of their background or identity, should have equal access to opportunities for growth and advancement. Our selection processes and career pathways are designed to be fair, transparent, and free from bias. We value the unique perspectives and contributions of each team member, knowing that this diverse range of experiences strengthens our team. Fuel Cycle stands firmly against discrimination based on disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law. Fuel Cycle is an equal opportunity employer and fully comply with the Americans with Disabilities Act (ADA). We will provide reasonable accommodations for qualified applicants and employees with disabilities, as needed, to enable them to perform the essential functions of their job and participate in the application and interview process. If you require accommodations during any part of the application process, please contact us at to discuss your needs. #li-hybrid

Created: 2025-02-21