Intelliflo - Community Manager - Maternity Cover - 18 Month Ftc

intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best - as people and businesses - by working together and always striving to get better without fearing failure.
We're not looking for a 'culture fit'. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn't about finding the person who fits in; we want people who stand out.
Who is intelliflo ?
Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.
We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.
intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

ABOUT THE ROLE :
As the Community Manager you will act as liaison between intelliflo and its customer base, acting as the voice, tone and moderator of the brand through community support, content distribution and digital engagement. With a passion for providing the best possible customer experience, you will proactively managing the online community for customers to ensure they get the support they need and help drive engagement. Liaising with internal and external technical and subject matter expert (SME) teams to ensure it is fit for purpose and delivers an outstanding customer experience. This should be in line with the business' mission, vision and values and includes contributing to the continuous improvement culture of the business.
KEY RESPONSIBILITIES/DUTIES:
Proactively manage, moderate and improve the online community to ensure its design and accessibility remains optimal for end user engagement; identifying and curating valuable content to benefit internal and external customers
Helping to develop an ongoing development strategy for the community to strengthen customer loyalty.
Creating thought-provoking online discussions topics within the community, sharing relevant industry or product content
Motivating users with gamification (contest, badges, leaderboards etc)
Improving the peer-to-peer communication between intelliflo users (sharing of best practices). Working with other teams in the business i.e. support, customer management, marketing, business intelligence in managing the community platform
Engaging with valued community members and newcomers; implementing new ideas to increase community usage e.g. gamification
Liaising with support and customer management to identify 'hot topics' coming from customers to sign-post self-serve help or self-adoption
Dealing with customer queries (internal & external) on the community in a professional and timely manner (via case management process in Salesforce)
Proactively align with stakeholders across the business to discover, nurture and grow our subject matter expert content creator pool
Work with international colleague to ensure the community is culturally aligned and reflects their differing needs
Developing and managing the collection of engagement and learning analytics across our platforms for the purpose of measurement, analysis, and reporting of data about our customers, their experiences, and the effectiveness of our programs. Driving usage of this data so that we can understand the impact of learning on our customer and organisational performance goals, optimise our content to ensure effectiveness and use the data to prioritise our resource commitments and project planning.
Taking responsibility to ensure personal daily, weekly and monthly tasks are completed
Prioritising workload effectively to meet challenging deadlines
Demonstrating an ability to work using own initiative
Be an ambassador for the Intelliflo business, ensuring that we continue to be seen in a positive light within our ever-expanding global marketplace
KE Y PERFORMANCE INDICATORS AND MEASURES:
Ensuring tasks are delivered on time and within agreed scope
Increase the engagement of our customer base with the community
Delivery of objectives agreed as part of Performance Management framework
KEY DELIVERABLES:
Enhancing and managing the content and moderation of the online community to drive engagement with our expanding customer base
Work to improve our customer driven impact (CDI) score
WORK EXPERIENCE/KNOWLEDGE:
Previous experience of working with an online community, e.g. Salesforce.com
Previous experience working in a Marketing, with a social media background, is a distinct advantage
Experience of planning, building and growing a social learning strategy across multiple channels
Proven experience of engaging with an audience to drive an increase in platform usage
Experience of using analytics tools to measure engagement and effectiveness of content
Experience of using webinar software such as Zoom or Go to Webinar
Financial Services background preferably in an IFA marketplace (advantageous)
Experience with Financial Services back office systems (advantageous)
COMPETENCIES/ OTHER PERSONAL ATTRIBUTES REQUIRED:
Excellent presentation and communication skills (written and verbal); able to effectively deliver messages to internal and external customers, inline with tone of the intelliflo brand.
Excellent problem-solving skills and methodical in their approach
Well organized, focused and disciplined; works effectively to overcome obstacles and has a strong attention to detail.
Ability to build rapport and engage online groups
Ability to manage multiple projects and engage senior stakeholders
Ability to work in a fast paced, agile product change culture
Highly self-motivated with a positive attitude; proactive and tenacious self-starter with a deep desire to make a positive impact.
Someone who has a passion for learning, is open minded and continually learns and grows themselves
Diplomatic with an ability to listen, empathise and build collegiate relationships
Technically savvy
FORMAL EDUCATION:
Graduate or equivalent
CERTIFICATION: (desirable requirements to perform job duties)
IDM Digital Marketing Diploma or similar
TAP Diploma in Digital Learning/Learning & Development
Full Time / Part Time
Full time
Worker Type
Fixed Term Employee (Fixed Term)
Job Exempt (Yes / No)
Yes
Workplace Model
At intelliflo, our workplace model supports our culture and meets the needs of our clients while providing flexibility our employees value. As a full-time employee, compliance with the workplace policy means working with your direct manager to create a schedule where you will work in your designated office at least three days a week, with two days working outside an intelliflo office.
What's in it for you?
intelliflo offers industry-leading Total Rewards that help you thrive - in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more .
Our commitment to diversity, equality, and inclusion
Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today's evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intelliflo is proud to be an Equal Opportunity Employer. We are committed to equal employment opportunity for all job applicants and employees. Individuals seeking employment at intelliflo are considered without regards to race, religion, color, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, military or veteran status; or any other characteristic protected by applicable laws .
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.