Reporting to the Sr. Program Manager, Digital Client Engagement, the Digital Engagement Specialist is a pivotal role responsible for fostering a vibrant, engaged, and supportive online client community. This role champions client success through moderation, knowledge management, and feedback synthesis, while driving ideation initiatives. The specialist will ensure digital assets align with brand standards, provide responsive support, and deliver data-driven insights to optimize community performance. This role requires a blend of client engagement, content management, analytical and administrative skills to support a growing community platform.
Client Experience and Knowledge Management
- Conduct quality assurance monitoring of community interactions to ensure adherence to guidelines. Provide constructive feedback to moderators to maintain a positive, inclusive environment.
- Maintain and update knowledge management systems (e.g., FAQs, wikis), ensuring content is accurate, accessible, and user-friendly. Collaborate with cross-functional teams to integrate new resources.
- Support the development and execution of Google review strategies. Monitor review trends and recommend proactive responses.
Client Ideation & Feedback
- Launch and promote client ideation programs (e.g., suggestion campaigns, innovation challenges) to encourage active participation. Develop workflows to streamline contributions.
- Collect, analyze, and synthesize client feedback. Deliver actionable insights to Marketing, product, and development teams to drive platform enhancements.
- Implement processes to acknowledge and follow up on client suggestions, fostering trust and collaboration. Track ideation outcomes to demonstrate impact on community offerings.
Communication & Digital Asset Management
- Partner with communications team to distribute timely updates, including product outages, updates and alerts, and community news, ensuring clarity and alignment with brand voice.
- Update and maintain digital assets (e.g., mosaic tiles, widgets, and wikis), to ensure functionality. Conduct regular audits to identify and resolve outdated or broken content.
- Provide responsive troubleshooting for clients and associates, escalating complex issues to the Sr. Manager.
- Assist in developing onboarding materials and initiatives to welcome new community members.
Analytics and Administrative Support Administration & Communication
- Monitor and analyze community metrics (e.g., engagement rates, feedback volume, resolution times) using native reporting and Tableau. Generate reports to share insights with stakeholders.
- Identify trends and opportunities to enhance platform performance and client satisfaction. Present data-driven recommendations to the Senior Manager and cross-functional teams.