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Informa Tech informs, educates, and connects the technology community through world-class research, training, events, and media. A vibrant community of over 1,000 colleagues across 19 locations, we're dedicated to inspiring the tech community to design better, to build better.

Which is why w champion you, the individual, to make an impact through change and innovation. Life at Informa means more freedom and fewer barriers. Our entrepreneurial spirit runs deep, encouraging our team to stick their hands up to spark innovation or get stuck in to deliver amazing results. It's time to feel the impact of your work and enjoy making a difference. Are you ready to start your future, today?

ICMI and HDI are long-standing, respected brands that support market-leading, community-focused education and events. The Senior Manager will work to facilitate engagement between current influencers, thought leaders, and community members and seek ways to engage new members to grow the community. Means of engagement include social media outreach, regular editorial content, global awards programs, a community member platform (HDI Connect), influencer marketing and relationship building, weekly newsletters, and local chapter events. He/she will leverage their superior community engagement and management skills to develop and execute programs with specific KPIs for success.

Job Overview

The Sr. Manager, Content and Community works as an integral part of a collaborative community and content team that isresponsible for engaging and educating the contact center, technical support, and service management communities.

The responsibilities for this role include engaging with external community members, managing influencer/ambassador relationships, working closely with the internal editorial and marketing teams, engaging with our community platform and collaborating with other community managers across the business.

The Sr. Manager, Content and Community will also serve as the product manager for HDI and ICMI's sponsored content programs. Working closely with the Senior Content Writer, Sponsored Programs and sales team, you will ensure our sponsored programs are in tune with sponsor content needs and delivered to scope and on time.

Job Objectives

• P&L Management: You will manage the revenue and expense targets for our sponsored content and advertising programs. Experience managing budgets is critical.
• Team Management: You will support a team of content management leads, successfully harnessing and focusing their competencies and delivering positive outcomes via a positive culture
• Grow the audience/database: In collaboration with the marketing and content teams, your efforts and campaigns will influence our known, engaged, marketable audience - growing it in volume and depth at every touch point.
• Increase social influence: Directly through the brand's primary social accounts and indirectly through driving amplification from each community's key influencers, increase brand awareness and traffic to the websites. Progress will be measured by:
  • KPIs aligned with each post's reach and amplification, including social share of voice and network referrals
  • Audience growth/reach
  • Newsletter sign-ups
  • Website traffic and engagement including page views, unique visitors, etc.
• Increase registration for and engagement with events and training: Drive community participation and attendance at HDI and ICMI hybrid conferences and training. Core measurement would be conversion to paid training and/or conference registrations.
• Deliver on program targets for sponsored content revenue: In collaboration with content lead, sales and delivery teams, work to meet budget targets for each brand and ensure programs deliver on lead and content quality expectations.

Day-to-Day Responsibilities

• Through P&L and team management, product manage the digital revenue aligned with each brand's sponsored content and advertising programs.
• Serving as a key voice for the brands, build rich relationships with community members. This will involve understanding industry needs; identifying community leaders and empowering them to contribute to the community; and coordinating community oriented virtual and live activities that bring our brands to life.
• Collaborate with the marketing team to set the social media strategy, campaigns and ongoing outreach - ensuring our brand voice is authentic, personal, relatable - and most importantly: shareable and amplified. Your close partnership with the marketing team will support the customer journey, brand awareness, communications to community members on products and services, and the acquisition and onboarding of new community members.
• Manage the content team including a Senior Content Writer and Editor (contractor).
• Collaborate as needed with Senior Content Writer, sales and delivery teams to ensure sponsored content programs are delivered to scope and on time.
• Develop a content marketing plan aligned with the editorial calendar, in collaboration with the editor and marketing team. Create and repurpose content from internal and external sources in line with the content plan and in response to user-generated content.
• In collaboration with the editorial team, plan and execute community initiatives and programs, including the Top 25 Thought Leaders, Global Service and Support Awards, Global Contact Center Awards, and related programs
• Oversee the editorial function and execution of annual editorial strategy and calendar - including annual brand research programs (State of IT Support, State of Service Management and State of the Contact Center)
• Liaise with the HDI local chapter community and officers, and represent the HDI team at board meetings and in monthly meetings
• Manage HDI's Community platform: HDI Connect - collaborating with internal and external stakeholders to drive engagement and robust IT service and support community interaction

• 2-4 years of proven work experience as a community manager or similar role, including planning and leading community initiatives
• Experience with the customer service industry - specifically contact center and/or IT support a plus
• Experience managing a P&L and achieving revenue and expense targets
• Experience managing a team and supporting high performance and tracking to goals
• Ability to identify and track relevant community KPIs
• Excels at building strong relationships, internally and externally
• Demonstrated attention to detail and strong organization, planning, and problem-solving skills
• Hands-on experience with social media outreach
• Excellent verbal and written communication skills
• Works well independently and able to manage multiple projects simultaneously
• Team player with demonstrated strong interpersonal skills and ability to build effective working relationshipsin a matrixed team environment
• BA/BS in relevant field, such as communications ormarketing

The pay range for this position is$90,000.00-$120,000.00depending on experience.

You can make a real impact at Informa Tech, because what we do matters - and we do it at scale. Informa Tech is a division of Informa, where no two days are the same and you'll find the freedom, opportunity and support of a fantastic community.

Employee experience is very important to us. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritize promotions internally.

Our benefits include:

• Learning and development plan to assist with your career development
• 15 days PTO plus 10 national holidays, 4 days for volunteering and a day off for your birthday!
• Competitive Benefits with 401k match
• Paid parental leave
• Work with a high quality of specialist products and service
• Bright and friendly staff who are all "expert's experts" and additional training and development for helping you achieve your career aspiration
• ESPP - become a shareholder

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

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