User Community Manager

Comms & Strategic Planning London, England


Description

Position at Wavemaker

Team:                    Global Product Solutions, London 

Job Title:                 User Community Manager

Reporting to:      Product Engagement Partner 

Available from:   May 2022 

 

About Wavemaker

Wavemaker is one of the largest media, content and technology agencies in the world. We work with clients globally to help them grow and shape their consumers’ brand decisions and experiences through media, content and technology. We’re fueled by the world’s most powerful data about consumer decision-making, so we understand where and how you can win new customers.

We have one single attitude – Positive Provocation. Why? Because we care enough to want to do better. We listen carefully, arm ourselves with information and ask questions to grow our clients. Ultimately, we use our attitude to make things better.

Our name is our mission and our method. To make waves, you need to be provocative, even fearless. We do our best work for brave brands and people who want to be challenged to go further and faster. We know it’s not easy, but if it’s in you, we will get it out of you.

Our attitude of Positive Provocation is enabled by:

  • The deep Knowledge we have of our clients’ business
  • The confidence to Challenge what’s gone before
  • The Support to go further than we thought possible

About Global Product Solutions

The Global Product Solutions team sits at the heart of Wavemaker’s business and powers much of what we do through innovative software products.  Spread across Wavemaker’s London and Warsaw offices, we are responsible for building and supporting a range of applications that help our strategy, planning, insight, and client teams design and deliver campaigns and strategies that will grow our clients’ businesses.  The products we develop are hosted and accessed via our global Wavemaker Operating System (WavemakerOS) and facilitate: 

  • Assessments of our clients’ digital marketing capabilities and technology set-up
  • Identification of growth audience segments
  • Understanding the consumer purchase journey in multiple categories and countries
  • Multimedia campaign optimization and budget allocation
  • Budget setting and source of growth analysis
  • Campaign ideation and insight

 

These products are used by different teams across the business.

What are we looking for? 

As we develop more and more WavemakerOS applications for different skillsets and user groups across the business, we are looking for a User Community Manager to liaise regularly with these communities (and product stakeholders) to encourage usage and maintain momentum after products are released.

Core responsibilities

We are looking for a ‘people-person’ with a passion for product design and engagement who will strive to understand our communities’ needs and persevere to see requested new features and improvements pushed to the development roadmap. The Community Manager will be ‘the voice of our users’ and will support the Product Engagement Partner.

This person will also demonstrate new products and features to our user groups and liaise regularly with client account teams to understand the needs of our clients and how this can be translated into new products and/or features.    

The ideal candidate will have a background in software product sales and post-sales support or product training and support within the Media Planning, Marketing, Data or Research sector.  Their responsibilities will include:   

  • Building close relationships with key stakeholders and user groups to understand their product needs
  • Regularly meeting with our Warsaw Product Owners and UX team to provide user feedback and help guide and shape new products and/or requested features
  • Regularly communicating product updates to stakeholders and user groups
  • Supporting the launch of new features and products
  • Testing new features before launch
  • Running product training
  • Creating product support materials
  • Monitoring our User Community Team (in Microsoft Teams) and answering queries
  • Monitoring our User Support email and answering queries
  • Assisting the Product Engagement Partner in newsletter content
  • Collecting client use cases for pitch presentations and training
  • Organising user testing for our Warsaw development team

 

Required experience / skills

The following will be essential for the right candidate: 

  • At least 3 years’ experience in software product sales, support or training in the Media Planning, Marketing, Data or Research sector
  • Have a desire to ‘get under the hood’ of products to confidently explain them to users
  • Be able to express themselves fluently and engagingly in spoken and written English
  • Be completely at ease with presenting to small and large audiences, both in-person and via webinar/Microsoft Teams
  • Be excellent at building good working relationships with people at all levels
  • Be very comfortable communicating with people from different backgrounds whose first language may not be English
  • Display excellent customer service skills and respond to messages in a timely manner
  • Have excellent attention to detail to find those bugs when testing!
  • Excellent time management and adherence to deadlines
  • Good at working independently and as part of a close-knit team
  • Good working knowledge of MS Excel, Word, and PowerPoint

 Advantageous Skills

The following would be beneficial for the role:

  • Media/digital/comms planning experience
  • Experience working with multiple markets (global environment)
  • Experience in video editing (e.g. Camtasia)
  • Additional languages spoken