Community Manager

NetHope is seeking an entrepreneurial and relationship-oriented Community Manager to drive the growth of our nonprofit community and facilitate nonprofit organizations collaborating together and with other stakeholders via online, hybrid, and in-person activities and events. This role will help NetHope to expand our impact by being a first point of contact with new nonprofits in our community, by creating an atmosphere of mutual support, and context-relevant insights and events for these nonprofits and key stakeholders.

To be successful, this role must be highly adept at audience acquisition, and great at developing networks – building and bridging relationships and communications in a virtual environment. The post-holder will be excellent at designing and maintaining processes and workflows that support scaling a community and driving participant satisfaction. They will be responsible for managing the logistics of a variety of outreach strategies to nonprofits throughout the year: from stakeholder needs, to value propositions, to concepts, to completion, and they’ll be skilled at self-organization and have a strong eye for detail.

Specific responsibilities include:

Community growth

• Develop and implement, in collaboration with the CIO and DME, strategic outreach campaigns to identify and attract new nonprofit community participants.
• Develop and deliver to a wide range of globally located potential participants a range of compelling value propositions, in a variety of channels, that clearly articulate NetHope community benefits.
• Track acquisition and satisfaction metrics, proactively identify and connect with potential community participants, and nurture community champions to drive participation and value.
• Articulate clear ROI and benefits of community participation and address any objections and concerns with empathy

Community Building and Engagement

• With the DME, establish and nurture a distinct community culture and shared identity to a high level of community participant satisfaction.
• Implement programs that encourage peer-to-peer connections and support
• Foster meaningful interactions between community participants through events, discussions, and collaborative activities. Be adept at building networks and connecting NetHope Subject Matter Experts to participants in the community.
• Maintain consistent communication cadence to keep the community participants informed and involved.
• Create engagement opportunities that align with different participant personas and participation preferences.
• Be an administrator on the community platform so as to manage analytics, maintain group structure, and support participants to have a high ROI for participation.
• Drive, manage, maintain, and help set efficient processes for high levels of data quality regarding participant information, contacts, and content usage — specifically in the NetHope CRM, task management systems, forums, surveys, reports and other systems as needed.
• Identify and share valuable content that resonates with community interests and needs, using a combination of analytics insights, surveys, and qualitative understanding of the ongoing conversations in the community.
• Engage the wider NetHope staff and Subject Matter Experts in sourcing or creating contextually relevant content that would be most valuable to the participants and meet their needs at that time.
• Develop, in collaboration with the CIO and DME, a content calendar that balances educational, inspirational, and discussion-based materials.
• Highlight participant contributions and success stories to showcase community value
• Assist the DME, the CIO, and the SLT on assigned projects/tasks under the umbrella of nonprofit engagement.

Be a part of NetHope and its mission

• Participate in team meetings, discussions and other activities to support the team and NetHope’s mission.
• Facilitate and coordinate participant meetings, discussions, and other activities. This includes working with teams to identify opportunities for NetHope program development and delivering opportunities for NetHope departments to engage participants in their work.
• Proactively suggest and collaborate with the entire NetHope team to design, improve, and maintain an internal technology ecosystem that promotes and supports a digital-first NGO, and drive value to NetHope Members, participants, and partners.
• Promote teamwork and collaboration through a positive attitude and effective communication.

Qualifications:

Personal Characteristics

• A passion for NetHope’s mission and for working collaboratively and nimbly in a fast-paced, dynamic global environment.
• An entrepreneurial growth mindset that is self-starting and collaborative.
• Ability to learn fast, with high levels of initiative and self-motivation
• Cultural sensitivity and a drive for inclusion across all aspects of work.
• Values and encourages diversity of thought, backgrounds, and perspectives.
• Solid judgement including handling of sensitive information.
• Integrity/ethics beyond reproach.
• Excellent at working in a networked & virtual team environment that is globally. dispersed across many time zones.
• Ability to multitask while maintaining vigilant attention to detail in a fast-paced working environment.

Knowledge and Skills

• Excellent verbal and written communication skills with proficiency in Microsoft Office products.
• Demonstrated success in project management, good record-keeping skills and highly organized.
• Demonstrated success at convening, coordinating and managing stakeholders to an outcome that delivers value for them in a short timeframe.
• Demonstrated success at client acquisition and sales, ideally in the nonprofit space.
• Demonstrated success at managing and growing a community of practice, ideally with a digital theme.
• Experience in event management via online, hybrid and in person.
• Experience delivering work collaboratively, entrepreneurially, and nimbly in a fast-paced, dynamic environment.
• Multilingual verbal and written communication skills are a plus.

Education and Experience

• Experience with online tools and platforms, including cloud services and especially Salesforce, Asana, Zoom, Cvent, Miro, and Slack.
• Experience working with a community forum platform is a plus.
• Experience working with diverse groups over multiple time zones.
• Experience in an external-facing role and providing a quality customer experience is a plus.
• Experience in online community growth is a plus.
• Minimum 5 years’ experience in a professional environment.
• Prior NGO experiences preferred.
• Prior membership, community, or association experience is highly valued.
• Bachelor’s degree from an accredited institution preferred or equivalent work experience.
• NetHope Member experience highly valued, other NGO experience a plus.

Reporting and Working Conditions:

• This position is a full-time position that reports to the NetHope Chief Innovation Officer and works closely with the Director of Membership Engagement and Senior Leadership Team, as well as across the whole of NetHope.
• NetHope is a virtual organization, so our team, our Members, our nonprofit participants in our community, and our Partners are located around the world. Due to the global nature of the organization, meetings may thus be required at any time of the day to meet with our stakeholders in varying time zones. To meet these needs, NetHope embraces flexible schedules for our team, and we work with each other to be located globally, but still maintain a reasonable work time balance.
• As a global organization, we welcome qualified applicants with diverse backgrounds from various locations, and who may have non-traditional work patterns.
• NetHope is a networked team-oriented environment with staff working across functional areas to produce high-quality programs, services, and connections with our Members, and our other nonprofit participants. We value open communication and believe that a staff working as a team produces the best outcomes.
• This position is 100% remote and virtual. A good internet connection is a must and NetHope encourages camera-on interactions with our staff and community participants to drive high-quality and high impact relationships.
• International or domestic travel may be required for 1 to 2 NetHope events annually.