Community Experience Lead

• Define and drive the long-term Community Experience strategy, ensuring it remains member-led, locally relevant, and embedded throughout the full talent lifecycle.


• Develop and manage a strategic roadmap covering initiatives such as learner and alumni engagement, ambassador programmes, engagement tracking, knowledge hubs, and community resources.


• Translate organisational priorities into clear community goals, plans, and investments, adapting the strategy as needs, budgets, and operating conditions evolve.


• Lead and develop a small community team through clear objectives, regular feedback, coaching, performance management, and professional development.


• Recruit and onboard additional community talent as the function grows, defining roles and resourcing needs in line with strategic priorities.


• Remove execution blockers by resolving cross-functional dependencies, prioritisation challenges, and resource constraints.


• Support and coach city-based Community Managers and Ambassadors, helping establish consistent standards, tools, and effective ways of working.


• Act as the central voice for Community across the organisation, building strong partnerships with teams across loyalty, alumni relations, regional operations, brand, product, and learning delivery.


• Represent Community priorities in leadership and planning discussions, securing stakeholder alignment, investment, and resources.


• Identify and manage risks related to member engagement and communications, ensuring outreach remains coordinated and sustainable.


• Own community performance reporting, including engagement, member satisfaction, programme impact, trends, and opportunities for improvement.


• Establish and monitor KPIs, translating performance data into clear recommendations and narratives for senior stakeholders.


• Manage the Community budget, including forecasting, expenditure tracking, and prioritisation of investments when resources are limited.


• Benchmark community practices and engagement approaches against comparable organisations and incorporate relevant external insights into future strategy.

Requirements

• 5+ years of experience in community management, programme management, operations, or a related field, including at least 2 years in a people-management or team-leadership capacity.


• Experience in education, technology, membership-based organisations, or similarly community-driven environments is highly valuable.


• Proven ability to develop a strategy and turn it into an actionable roadmap that can be delivered by a small team.


• Strong experience managing, coaching, and developing direct reports through goal setting, feedback, performance reviews, and career development.


• Excellent stakeholder-management and influencing skills, with the ability to gain alignment from senior leaders and cross-functional teams without relying on direct authority.


• Strong analytical and reporting capabilities, including defining KPIs, monitoring performance, interpreting trends, and communicating impact to non-technical stakeholders.


• Hands-on experience with online community platforms such as Discourse, Circle, Slack, Discord, or similar tools.


• Familiarity with member communications and engagement tools, including newsletter and email platforms such as Mailchimp or HubSpot.


• Excellent written and verbal communication skills, with the confidence to represent community priorities across a distributed organisation.


• Ability to operate comfortably at both strategic and operational levels, moving between long-term planning, people leadership, and day-to-day problem solving.


• Strong organisational skills, self-motivation, and the ability to work independently in a fully remote, digital-first environment.


• Ability to collaborate effectively across multiple locations, cultures, and time zones.


• Passion for community building, collaboration, inclusion, and creating meaningful member experiences.


• Experience with community-led growth, ambassador, referral, or engagement programmes is a plus.


• Experience with data visualisation or engagement analytics tools such as Tableau, Power BI, or similar is advantageous.


• Background in budget management, programme investment, behavioural psychology, retention strategies, or multi-market distributed organisations is beneficial.

Benefits

• Fully remote working environment with flexibility to work digitally across locations and time zones.


• High level of autonomy and ownership, with the opportunity to shape the community function and its long-term direction.


• Opportunity to lead and develop a high-performing team while influencing community strategy across multiple markets.


• Collaborative, impact-driven environment focused on innovation, experimentation, data, and continuous improvement.


• Exposure to cross-functional leadership and the opportunity to influence organisational priorities at a senior level.


• Opportunity to contribute to programmes designed to expand access to technology skills and strengthen career opportunities across Africa.


• Flexible, digital-first ways of working supported by tools such as Zoom, Slack, and Gmail.


• Full-time position with a strong emphasis on accountability, initiative, and sustainable performance.


• Opportunities to build scalable community programmes, develop new approaches, and make a measurable impact on learner and alumni engagement.