Virtual Community Manager

Job Summary:

As a solution accelerator, CABHI is dedicated to driving innovation in the aging and brain health sector. By engaging partners across the health and innovation ecosystem, CABHI accelerates the development, validation, commercialization, and adoption of innovative products, services, and practices — so that the best solutions get into the hands of those who need them as quickly as possible. To ensure these solutions are made relevant, affordable, accessible, and culturally appropriate for the broadest and most diverse communities of older adults, CABHI focuses on meaningfully engaging communities as key informants in the innovation process. To this end, CABHI has a growing virtual end user community called Leap, enabled through a social engagement platform that connects diverse communities of older adults to share real world insights with each other, innovators, and system partners.

CABHI is looking for a creative and customer centric Community Manager to build and take ownership of all our community operations and marketing activities. Our aim is to build a community where learning, sharing, and collaborative efforts drive impactful advancements in aging and brain innovation, and this role will be instrumental in its success. Reporting to the Executive Director, Health Innovations & Operations, the Community Manager will be responsible for member growth, member engagement and member retention.

Responsibilities include but are not limited to:

Community Management:

• Act as the Community Champion, representing the community online or at events and advocating its benefits.
• Actively monitor and engage with community members across platforms, providing exceptional and prompt customer support for inquiries and concerns.
• Assist with the planning and organizing of various community events, including logistics and execution.
• Liaise with partners, service providers, facilitators, and community members.
• Support overall community operations and logistics.
• Monitor and report on community KPIs for strategic decision-making and to enhance overall community engagement.

Content Strategy:

• Collaborate closely with Marketing and Product Managers to align community and marketing strategies.
• Develop and implement a comprehensive community engagement and content marketing strategy to drive growth in membership, engagement and brand awareness.
• Research audience trends, topics, and industry insights to inform content development.
• Create, schedule, and monitor daily digital content (including newsletters), providing insights into success metrics and report findings to management.
• Work closely with programs and marketing teams to develop engaging content supporting community initiatives.
• Moderate and leverage community-driven content and spotlight user-driven stories for wider visibility.
• Source and create resources to creatively enhance the knowledge of community members.
• Delivery and coordination of digital products as needed, e.g., event promotions, recruitment materials, web assets.

Platform Operations:

• Collaborate with external partners, developers, and designers to translate user needs into product features, accessible design, and an engaging user experience.
• Participate in reviewing and improving operations processes for future events.
• Establish an onboarding process for new members, ensuring their optimal experience and retention.

Qualifications include but are not limited to:

• 3+ years of experience within customer success, operations, event management, and/or marketing
• Post-secondary education in related field is an asset.
• Passion for digital and social platforms with demonstrable content creation skills
• Experience of creating a community strategy from the ground up
• Excellent written and oral skills with ability to communicate at all levels.
• Ability to work collaboratively and cross-functionally with many teams, and collaborate with professionals from diverse backgrounds
• Expertise in creating a highly empathetic customer experience
• Organized and efficient, nothing falls through the cracks
• Ability to learn quickly and work proficiently across multiple platforms (Microsoft Office, Google Analytics, Mailchimp, Salesforce, etc.)
• Great organizational skills, detail-oriented, committed to quality and able to manage workload under pressure.
• Ability to exercise flexibility, initiative, good judgment, and discretion
• Great perseverance and an iron-clad work ethic. You roll up your sleeves to do whatever needs to be done

Additional Benefits:

• Competitive Salary and Vacation
• Opportunity to enroll in the Dental and Extended Healthcare Benefit Plan
• Opportunity to enroll in the Healthcare of Ontario Pension Plan (HOOPP)
• Access to 24/7 Employee Assistance Program

Baycrest is committed to fostering a climate of equity, diversity, inclusion, and accessibility. We welcome and respect the diversity of all members of our community, and we support an inclusive culture for our clients, families, research scientists, staff, and participants, trainees, volunteers, trustees, and partners. We welcome applications from Black individuals and other racialized persons, Indigenous Peoples, women, persons with disabilities, LGBTQ2SA+ persons, and others who may contribute to the further diversification of ideas within our community. We are committed to fair assessment of a candidate’s abilities, and consideration for diversity of thought, method, and experience, including non- traditional career paths. Accommodation will be provided in all parts of the hiring process where needed.