Customer Community & Campaign Manager – SaaS Engagement, Knowledge‑Portal Strategy & Managed Services Leadership
About arenaflex
arenaflex is a global leader in employee recognition, rewards, and feedback technology. Our cloud‑based platform powers daily recognition for millions of users across more than 170 countries, helping organizations build cultures where appreciation is woven into the fabric of everyday work. With a commitment to data‑driven insights, innovative design, and a people‑first philosophy, arenaflex enables businesses to inspire, engage, and retain their most valuable asset – their employees.
At arenaflex, we believe that technology should amplify human connection. Our solutions combine cutting‑edge AI, robust analytics, and intuitive user experiences to turn simple thank‑you notes into strategic drivers of performance. As we continue to expand our footprint, we are looking for passionate, forward‑thinking professionals who want to shape the future of workplace culture.
Why Join arenaflex?
Working at arenaflex means becoming part of a vibrant, inclusive community where curiosity is celebrated and impact is measured. Our employees enjoy:
- Access to a hybrid‑first work model that balances remote flexibility with collaborative in‑office days.
- Opportunities to work alongside industry experts in product, design, data science, and HR strategy.
- A culture that rewards bold ideas, rapid experimentation, and continuous learning.
- Competitive compensation, comprehensive health benefits, generous paid time off, and a robust professional development budget.
- Recognition programs that mirror the values we deliver to our customers – because we practice what we preach.
The Opportunity: Customer Community & Campaign Manager
arenaflex is seeking a dynamic Customer Community & Campaign Manager to lead the design, execution, and optimization of communication campaigns for our Managed Services customers. This role will also steward our customer knowledge portal, ensuring it remains a living repository of best practices, resources, and insights that drive product adoption and customer success.
Key Responsibilities
- Managed Services Campaign Leadership
- Act as a trusted advisor to Managed Services clients, crafting end‑to‑end campaign strategies that align with their business objectives.
- Collaborate with customers to define measurable goals, target audiences, and key performance indicators (KPIs) for recognition, rewards, and feedback initiatives.
- Develop and execute multi‑channel communication plans—including email, in‑app notifications, webinars, and video content—that maximize engagement and ROI.
- Partner with designers, copywriters, and product specialists to produce compelling assets such as infographics, case studies, and short‑form videos.
- Monitor campaign performance in real time, generate analytical reports, and iterate on tactics to continuously improve outcomes.
- Manage a pipeline of concurrent campaigns, ensuring timelines, budgets, and quality standards are consistently met.
- Customer Knowledge Portal Management
- Own the day‑to‑day operations of the arenaflex Customer Knowledge Portal, curating content that addresses common questions, implementation guides, and advanced use‑case tutorials.
- Work closely with subject‑matter experts across product, support, and training to author and update articles, how‑to videos, and downloadable assets.
- Analyze portal usage metrics (e.g., page views, time on page, search queries) to identify gaps and drive enhancements that boost self‑service adoption.
- Gather and synthesize customer feedback, translating insights into actionable improvements for portal navigation, content relevance, and overall user experience.
- Support for Larger Communications Initiatives
- Assist the Communications Lead in planning and rolling out major announcements such as product launches, feature releases, and strategic updates.
- Coordinate cross‑functional collaboration with product management, design, training, and Customer Success to ensure consistent messaging across all touchpoints.
- Develop research‑backed content, FAQs, and rollout calendars that facilitate smooth adoption of new capabilities.
- Lead logistical execution, including scheduling webinars, preparing slide decks, and managing distribution lists.
- Conduct post‑launch analyses, collecting quantitative and qualitative data to refine future communication strategies.
- Collaboration & Stakeholder Engagement
- Serve as the voice of the customer within arenaflex, advocating for enhancements that improve product usability and satisfaction.
- Partner with Customer Success Managers to align communication plans with client renewal and expansion goals.
- Facilitate regular syncs with product, design, and training teams to surface emerging trends, pain points, and success stories.
- Represent arenaflex at industry events, webinars, and user group meetings, showcasing best practices and thought leadership.
Essential Qualifications
- Bachelor’s degree in Communications, Marketing, Business Administration, or a related discipline.
- Minimum of 5 years’ experience in campaign management, customer enablement, or community leadership, preferably within SaaS, HR technology, or rewards platforms.
- Demonstrated success managing knowledge bases, online communities, or self‑service portals.
- Proven ability to design and launch multi‑channel campaigns that deliver measurable business results.
- Strong project management acumen with a track record of juggling multiple priorities and meeting tight deadlines.
- Exceptional written and verbal communication skills, with a talent for translating complex concepts into clear, engaging narratives.
- Proficiency with content management systems (CMS), email marketing platforms (e.g., Marketo, HubSpot), analytics tools (e.g., Google Analytics, PowerBI), and collaboration suites (e.g., Slack, Microsoft Teams).
Preferred Qualifications
- Experience in the employee recognition or HR tech space.
- Certification in project management methodologies such as PMP or Agile Scrum.
- Familiarity with data‑driven personalization techniques and A/B testing frameworks.
- Background in graphic design or video production, enabling hands‑on creation of visual assets.
- Fluency in a second language to support arenaflex’s global customer base.
Core Skills & Competencies
- Strategic Thinking: Ability to see the big picture, align campaigns with business objectives, and anticipate future customer needs.
- Customer‑Centric Mindset: Deep empathy for client challenges and a relentless drive to deliver value‑added solutions.
- Analytical Insight: Comfort interpreting data, extracting actionable insights, and presenting findings to both technical and non‑technical audiences.
- Collaboration: Strong interpersonal skills to build relationships across functions and influence without authority.
- Creativity: Innovative approach to storytelling, content creation, and problem solving.
- Adaptability: Thrive in a fast‑paced environment where priorities shift and new opportunities emerge regularly.
Career Growth & Learning Opportunities
arenaflex invests heavily in the professional development of its team members. As a Customer Community & Campaign Manager, you will have access to:
- Mentorship programs pairing you with senior leaders in product, marketing, and customer success.
- Annual learning stipends for conferences, certifications, or online courses.
- Cross‑functional project rotations that broaden your skill set and expose you to new business areas.
- Leadership pathways that can lead to senior roles such as Director of Customer Engagement, Head of Community Strategy, or Product Marketing Lead.
Work Environment & Culture at arenaflex
Our headquarters are located in the vibrant Liberty Village district of Toronto, a hub for tech innovators and creative talent. While we champion a hybrid‑first model, we encourage regular in‑office collaboration days to spark spontaneous conversations, accelerate learning, and strengthen team bonds.
arenaflex’s culture is built on four pillars:
- Innovation: We move quickly, experiment boldly, and learn from both successes and failures.
- Inclusion: Diverse perspectives are celebrated; every voice matters.
- Impact: Our work directly influences how millions of employees feel valued every day.
- Growth: Continuous improvement is woven into our daily routines, from product iterations to personal development.
Compensation, Perks & Benefits
arenaflex offers a market‑competitive salary package, performance‑based bonuses, and a comprehensive benefits suite that includes:
- Medical, dental, and vision coverage for you and your dependents.
- Generous paid time off, parental leave, and flexible holiday policies.
- Retirement savings plans with employer matching contributions.
- Wellness programs, mental‑health resources, and employee assistance services.
- Technology stipend, home‑office equipment allowance, and a vibrant office environment with free snacks, coffee, and occasional team‑building events.
Application Process & Commitment to Fair Hiring
arenaflex is an equal‑opportunity employer. We are dedicated to creating an inclusive recruitment experience and welcome candidates of all backgrounds, identities, and abilities. If you require accommodations during the interview process—such as assistive technology, wheelchair‑accessible locations, or alternative formats—please let us know, and we will gladly arrange the necessary support.
All applications are reviewed by real people; we do not rely on AI‑driven screening tools. Our hiring team will engage with you directly, ensuring a transparent and personable experience from start to finish.
Ready to Make an Impact?
If you are a strategic communicator with a passion for building thriving customer communities, we invite you to join arenaflex and help shape the future of employee recognition worldwide. Bring your expertise, creativity, and collaborative spirit to a team that values your unique contributions and rewards your achievements.