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The CAI Exchange is the destination for our member to connect, grow, and learn. As the leading authority in community association education, governance, and management, the CAI Exchange is our online community where we build, retain, and grow our membership. It's one of CAI's fastest-growing benefits as the place where our members can ask questions and get answers 24/7 on community association topics. Since launching in 2016, our members are obsessed with the CAI Exchange. We have 50,000+ Exchange members with more than 3,000 posts each month.

CAI serves more than 43,000 members representing 64 chapters across the U.S and worldwide— including Canada, Australia, and the Middle East.

Job Description

We're looking for a part-time Online Community Manager to moderate and lead the CAI Exchange, a cloud-based online community.

As CAI's Online Community Manager, you will report to the Director of Marketing and be responsible for developing strategy, monitoring performance and daily management of the Exchange by collaborating with various CAI departments, you will share and deploy online community best practices, industry trends, and create the strategic vision of the CAI Exchange. The Online Community Manager guides CAI's community forum to ensure that it meets the definition and standards of the Institute and its affiliates, advances equity and diversity, and adheres to other guidance outlined by CAI's mission and position statements.

Responsibilities: 

• Drive, advise, and expand the CAI Exchange community and communication strategies in support of organizational goals.
• Provide expert-level engagement strategy that leads to growth and higher retention, consistently revising team service delivery based on qualitative and quantitative data.
• Monitor the usage statistics and make adjustments to achieve targets including enabling specific automation rules, networking with community members and identify community champions.
• Address items in moderation and manage terms of use policies.
• Work with and delegate to teammates in the process of recommending and implementing tactical improvements, including incorporating existing platform engagement tools, managing advertisements and events, and identifying key influencers.
• Train and mentor colleagues on the strategic strategy for the community, communication, and best practices.
• Report on community conversations, content and trends to provide feedback to internal teams (communications and marketing, membership, education) in order to determine potential risks and opportunities.
• Work with communications and marketing department to ensure brand and messaging is consistent across platforms.
• Act as primary liaison with Higher Logic, the software vendor.
• Participate in the Higher Logic User Group (HUG) to remain current on new enhancements and collaborate with other Higher Logic customers.

Qualifications

• Bachelor's degree or equivalent experience. 
• Two to four years of experience developing and growing online communities (forums, discussion groups, social networks).
• Strong understanding of Higher Logic's community management and marketing automation tools (preferred, but not required).
• Proven self-starter who can learn new tools quickly, take initiative, and open to constructive feedback.
• Excellent customer service, product management, and organization skills and experience.
• Must love metrics. We're looking for someone who is data-driven mind-set with the ability to multi-task and meet deadlines and goals.
• Excellent communicator - both verbal and written. We need a team player eager to collaborate with various CAI departments including communications, marketing, membership, education, events, chapter and government relations.