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This position can be based in any of the Personio offices (Munich, Berlin, Amsterdam, Dublin, London, Barcelona, Madrid) or remote in those countries.
You’ll play a key role as a leader on our Customer Education team. You’ll lead our Customer Engagement team, which empowers and educates customers to become Personio and HR experts by encouraging self-service, networking, and knowledge sharing across multiple platforms. You’ll also help to drive our Customer Education vision to create the educational ecosystem that empowers people, inside and outside of Personio, to redefine HR.
Personio has a thriving online community, serving our German and English-speaking customers, with over 8,000 members. As Personio develops more self-service experiences for our customers, we aspire to connect and engage HR professionals through our online communities to support one another in their usage of Personio as well as building HR best practices. This role reports to the VP Customer Education, and will tie into our overall Customer Education strategy, including our Help Center, Academy, in-app education, and more.
Recruiting, hiring, and ongoing development of Community Lead, Customer Event Managers, and oversight of the Community team’s hiring and developmentOverseeing the Engagement strategy and ensuring it is strategically aligned to our Customer Education, Customer Experience, and ultimately company goals and strategic prioritiesAnalyzing the individual and team performance as well as company impact KPIs – identifying individual performance, creating a positive and effective feedback culture, optimization potentials, and trendsDriving strategy to optimize attach rates, engagement depth, lead generation, and self-service across our community & events, and aligning with our other educational channelsInnovating around community & events strategy and creating best practices to up-level the customer experienceSupporting escalation and complaint management for critical interactions with customersManaging relationships with community & events vendorsCollaborating with our CX, Marketing, Product, and Legal teams to drive leads and campaigns through community and eventsPromoting the growth of the communities and events through integration of campaigns, social media, marketing partnerships, and SEODevelopment and administration of clear guidelines and processes for your team’s specialization and cross-departmental collaborationCreating an iconic experience for our customers
You have at least 8 years of experience in community management, customer events, and/or customer engagement (B2B community experience is a big plus)You have 4+ years experience in people management and team building to deliver impact. Experience in SaaS or high-growth technology companies would also be valuedYou have a track record of setting strategy for communities and events, and aligning that strategy with high-level company goals to deliver resultsYou thrive at raising and developing people, developing diverse teams, motivating individuals to get the best of their capacities, and orchestrating team work and projectsYou have strong community-building skills and a vision for impactful events, and you can drive industry-leading practices to deliver impactful programsYou have superior analytical skills, with a proven track record showing that you think analytically, understand metrics, interpret community data, and adjust strategy accordinglyYou’re a strong communicator, able to communicate with and influence senior leadership, as well as framing discussions to gain valuable feedback and experience. You communicate internally and externally in the manner appropriate to the situation,writing and presenting before groups of all sizesEntrepreneurial mindset, focusing on delivering measurable outputs thanks to your self-driven personality and “hands-on” approachBusiness fluency in English. More languages are a plus, especially German
