Senior Manager, Customer Engagement (d/f/m)

This position can be based in any of the Personio offices (Munich, Berlin, Amsterdam, Dublin, London, Barcelona, Madrid) or remote in those countries.

About the Team

At Personio we are on the amazing journey of becoming the leading People Operating System in Europe! Join our international Customer Education team and take an active role in shaping our culture and the future of thousands of People teams and organizations across Europe. At Personio you will have a direct impact on our product, our users, our organization, and the future of HR in Europe.

You’ll play a key role as a leader on our Customer Education team. You’ll lead our Customer Engagement team, which empowers and educates customers to become Personio and HR experts by encouraging self-service, networking, and knowledge sharing across multiple platforms. You’ll also help to drive our Customer Education vision to create the educational ecosystem that empowers people, inside and outside of Personio, to redefine HR.

We recognize that growing and engaging our community is essential for our customers to thrive, and ultimately drives Personio’s success by creating more engaged advocates. As the Sr. Lead for our Customer Engagement team, you’ll be responsible for driving the strategy and results for our online and offline communities, and tying these programs together in a portfolio that optimizes for customer and business growth.

Personio has a thriving online community, serving our German and English-speaking customers, with over 8,000 members. As Personio develops more self-service experiences for our customers, we aspire to connect and engage HR professionals through our online communities to support one another in their usage of Personio as well as building HR best practices. This role reports to the VP Customer Education, and will tie into our overall Customer Education strategy, including our Help Center, Academy, in-app education, and more.

We also run a variety of customer events, both online and offline, to drive customer engagement, connection, and loyalty. These include our User Group Meetings, which we run in target markets as well as online, and Customer Advisory Board, where we share and learn from strategic customers. We’ll look to expand our customer events and connect them more deeply with our community growth strategy.

You’ll be responsible for the strategy for our communities and events, including how we drive increased attendance and attach rates, customer engagement with the communities and events, self-service rates in the communities, and how we drive increased customer growth and MRR. You’ll also lead and grow the team who executes on these strategies.

Your Responsibilities Will Include:

• Recruiting, hiring, and ongoing development of Community Lead, Customer Event Managers, and oversight of the Community team’s hiring and development
• Overseeing the Engagement strategy and ensuring it is strategically aligned to our Customer Education, Customer Experience, and ultimately company goals and strategic priorities
• Analyzing the individual and team performance as well as company impact KPIs – identifying individual performance, creating a positive and effective feedback culture, optimization potentials, and trends
• Driving strategy to optimize attach rates, engagement depth, lead generation, and self-service across our community & events, and aligning with our other educational channels
• Innovating around community & events strategy and creating best practices to up-level the customer experience
• Supporting escalation and complaint management for critical interactions with customers
• Managing relationships with community & events vendors
• Collaborating with our CX, Marketing, Product, and Legal teams to drive leads and campaigns through community and events
• Promoting the growth of the communities and events through integration of campaigns, social media, marketing partnerships, and SEO
• Development and administration of clear guidelines and processes for your team’s specialization and cross-departmental collaboration
• Creating an iconic experience for our customers

What You Need To Succeed:

• You have at least 8 years of experience in community management, customer events, and/or customer engagement (B2B community experience is a big plus)
• You have 4+ years experience in people management and team building to deliver impact. Experience in SaaS or high-growth technology companies would also be valued
• You have a track record of setting strategy for communities and events, and aligning that strategy with high-level company goals to deliver results
• You thrive at raising and developing people, developing diverse teams, motivating individuals to get the best of their capacities, and orchestrating team work and projects
• You have strong community-building skills and a vision for impactful events, and you can drive industry-leading practices to deliver impactful programs
• You have superior analytical skills, with a proven track record showing that you think analytically, understand metrics, interpret community data, and adjust strategy accordingly
• You’re a strong communicator, able to communicate with and influence senior leadership, as well as framing discussions to gain valuable feedback and experience. You communicate internally and externally in the manner appropriate to the situation,writing and presenting before groups of all sizes
• Entrepreneurial mindset, focusing on delivering measurable outputs thanks to your self-driven personality and “hands-on” approach
• Business fluency in English. More languages are a plus, especially German

WHY PERSONIO

Aside from our people, culture, and mission, there are a variety of additional benefits that help make Personio a great place to work! Work with us and receive:

• Competitive compensation package that includes salary, benefits, and pre-IPO equity
• 28 days of paid vacation, plus another additional day after 2 and 4 years (because we love what we do, but we also love vacation!)
• 2 Impact Days you can use to have an impact on the environment and society – one for an individual project of your choice and one for a company-wide initiative! #SocialResponsibility
• Find your best way to work with our office-led, remote-friendly PersonioFlex! We offer a roughly 50% remote, 50% in-office working framework to suit your needs
• Annual personal development budget of €1,500 for conferences, courses, books, career coach, etc.
• Regular company and team events like Oktoberfest, ski trips, Christmas parties, and more! (COVID permitting)
• High-impact working environment with flat hierarchies and short decision-making processes
• Receive generous family leave, child support, mental health support, and sabbatical opportunities with PersonioCares
• Save money with corporate discounts across brands like Adidas, LG, Bosch, Apple, and more
• Invest in your retirement via the Personio Pension Scheme, including a Personio contribution
• Choose between green mobility options, including a JobRad® bike or monthly public transportation ticket
• Access multiple fitness studios and sports facilities across Germany for €22 per month with a subsidized Qualitrain membership

ABOUT US

We’re using technology to revolutionize the way HR operates, transforming the way millions of people experience work every day. In June 2022 we raised a second Series E funding of $200 million, allowing us to turbocharge this change and making Personio the fastest-growing and most valuable HR technology company in Europe.

With over 6,000 customers and a team of 1,500 in seven offices across Europe, now is the perfect time to join! We’re hiring talented, impact-driven individuals who want to be more than just another employee. Will you be one of them?

Personio is an equal opportunities employer. We are committed to building an integrative culture where everyone feels welcomed and supported. We #EmbraceUniqueness and understand that our diverse, values-driven culture makes us stronger. As we continue to scale, we focus on enabling our employees to grow both personally and professionally.

We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.