As the Community Experience Lead, you will own the long-term vision and strategy for Community across ALX, ensuring it is embedded throughout the entire talent journey, from selection and recruitment through learning, transition, and lifelong alumni engagement. You will lead a small, high-performing team, currently a Community Program Specialist and a Community Operations Associate, setting direction, unblocking execution, and developing their capability. You will represent Community experience at the leadership table: aligning goals with broader organisational priorities, managing relationships with cross-functional stakeholders (Brand, Alumni Relations, Product, Regional teams, and more), and reporting on Community performance and impact to drive continued investment in the function.

Specific Responsibilities

Strategy & Vision

Define and drive the long-term Community Experience strategy, ensuring it stays member-led, city-driven, and embedded across the full talent lifecycle, from marketing to lifelong engagement.

Set the roadmap for major strategic initiatives (e.g. unifying the Learner and Alumni community, engagement tracking, ambassador programs, resource and knowledge hubs) and prioritise investment across them.

Translate organisational goals into a clear Community roadmap, and adjust strategy as the business, budget, and community needs evolve.

Champion what Community is and isn't: a decentralised, member-led function that advises, curates, and enables rather than dictates, and that lives throughout the talent journey rather than as a stand-alone function.

Team Leadership & People Management

Manage and develop the Community Program Specialist and Community Operations Associate, setting clear goals, giving regular feedback, and supporting their growth.

Model and reinforce a high-performance, high-accountability team culture grounded in data and continuous improvement.

Conduct regular 1:1s and performance reviews, identify development and growth opportunities, and manage performance issues directly and fairly.

Recruit, onboard, and scale the Community team as the function grows, defining roles and hiring needs in line with the strategy.

Unblock the team's day-to-day execution: resolving cross-functional dependencies, prioritisation conflicts, and resourcing gaps before they stall delivery.

Extend leadership beyond direct reports by supporting and coaching City-based Community Managers and Ambassadors on standards, tools, and ways of working.

Stakeholder Management

Act as the primary point of contact and central voice for Community-related initiatives across the organisation.

Build and maintain strong relationships with cross-functional teams, including Loyalty & Rewards, Alumni Relations, Regional/City teams, Brand, Product, and Learning Delivery, aligning on shared goals and initiatives.

Represent the Community function in leadership and planning conversations, securing buy-in and resourcing for Community priorities.

Proactively surface and manage risks such as community outreach fatigue, ensuring member-facing communication stays coordinated across teams.

Negotiate priorities and trade-offs with other functions when their goals compete for member attention, time, or Community team capacity.

Build a network of relationships with Leads and Regional teams to keep the central strategy grounded in local, on-the-ground realities.

Reporting & Performance

Own reporting on Community engagement, member satisfaction, and program impact to senior stakeholders, using data to make the case for continued investment.

Track team and program performance against goals, identifying trends and opportunities for continuous improvement.

Run regular business reviews on Community performance, translating metrics into a clear narrative of impact, risk, and recommended next steps.

Own the Community experience function's budget: forecasting costs, tracking spend against plan, and prioritising investment when resources are constrained.

Benchmark ALX's Community engagement and practices against comparable organisations, feeding external insight back into strategy.

Skill Requirements-Must Have

5+ years of experience in community management, program or operations management, or a related field, with at least 2 years in a people-management or team-lead capacity, ideally in education, tech, or a membership-based organisation.

Proven experience setting strategy and translating it into an executable roadmap across a small team.

Track record of managing and developing direct reports, including goal-setting, feedback, and coaching.

Strong stakeholder management skills, with experience influencing cross-functional partners and senior leadership without direct authority.

Comfortable owning, reporting, and KPIs: defining metrics, tracking performance, and communicating impact to non-technical audiences.

Hands-on understanding of online community platforms (e.g. Discourse, Circle, Slack, Discord, or similar) and member communications (newsletters, email tools such as Mailchimp or HubSpot).

Excellent written and verbal communication skills, with the ability to represent Community's voice and priorities across the organisation.

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

Ability to work with cross-functional teams across multiple locations and time zones, including virtually.

Skill Requirements - Nice To Have

Passion for community growth, collaboration, and creating meaningful connections.

Experience building or scaling a community-led growth, ambassador, or referral program.

Experience with data visualization or engagement analytics tools (e.g. Tableau, Power BI, or similar).

Background in budget management or making the business case for program investment.

Knowledge of behavioural psychology or engagement strategies to improve retention and participation.

Experience operating in a multi-market, distributed organisation.

• Define and drive the long-term Community Experience strategy, ensuring it stays member-led, city-driven, and embedded across the full talent lifecycle, from marketing to lifelong engagement.
• Set the roadmap for major strategic initiatives (e.g. unifying the Learner and Alumni community, engagement tracking, ambassador programs, resource and knowledge hubs) and prioritise investment across them.
• Translate organisational goals into a clear Community roadmap, and adjust strategy as the business, budget, and community needs evolve.
• Champion what Community is and isn't: a decentralised, member-led function that advises, curates, and enables rather than dictates, and that lives throughout the talent journey rather than as a stand-alone function.
• Manage and develop the Community Program Specialist and Community Operations Associate, setting clear goals, giving regular feedback, and supporting their growth.
• Model and reinforce a high-performance, high-accountability team culture grounded in data and continuous improvement.
• Conduct regular 1:1s and performance reviews, identify development and growth opportunities, and manage performance issues directly and fairly.
• Recruit, onboard, and scale the Community team as the function grows, defining roles and hiring needs in line with the strategy.
• Unblock the team's day-to-day execution: resolving cross-functional dependencies, prioritisation conflicts, and resourcing gaps before they stall delivery.
• Extend leadership beyond direct reports by supporting and coaching City-based Community Managers and Ambassadors on standards, tools, and ways of working.
• Act as the primary point of contact and central voice for Community-related initiatives across the organisation.
• Build and maintain strong relationships with cross-functional teams, including Loyalty & Rewards, Alumni Relations, Regional/City teams, Brand, Product, and Learning Delivery, aligning on shared goals and initiatives.
• Represent the Community function in leadership and planning conversations, securing buy-in and resourcing for Community priorities.
• Proactively surface and manage risks such as community outreach fatigue, ensuring member-facing communication stays coordinated across teams.
• Negotiate priorities and trade-offs with other functions when their goals compete for member attention, time, or Community team capacity.
• Build a network of relationships with Leads and Regional teams to keep the central strategy grounded in local, on-the-ground realities.
• Own reporting on Community engagement, member satisfaction, and program impact to senior stakeholders, using data to make the case for continued investment.
• Track team and program performance against goals, identifying trends and opportunities for continuous improvement.
• Run regular business reviews on Community performance, translating metrics into a clear narrative of impact, risk, and recommended next steps.
• Own the Community experience function's budget: forecasting costs, tracking spend against plan, and prioritising investment when resources are constrained.
• Benchmark ALX's Community engagement and practices against comparable organisations, feeding external insight back into strategy.

• 5+ years of experience in community management, program or operations management, or a related field, with at least 2 years in a people-management or team-lead capacity, ideally in education, tech, or a membership-based organisation.
• Proven experience setting strategy and translating it into an executable roadmap across a small team.
• Track record of managing and developing direct reports, including goal-setting, feedback, and coaching.
• Strong stakeholder management skills, with experience influencing cross-functional partners and senior leadership without direct authority.
• Comfortable owning, reporting, and KPIs: defining metrics, tracking performance, and communicating impact to non-technical audiences.
• Hands-on understanding of online community platforms (e.g. Discourse, Circle, Slack, Discord, or similar) and member communications (newsletters, email tools such as Mailchimp or HubSpot).
• Excellent written and verbal communication skills, with the ability to represent Community's voice and priorities across the organisation.
• Ability to operate at both the strategic and operational levels, moving comfortably between long-term planning and day-to-day problem solving.
• Ability to work with cross-functional teams across multiple locations and time zones, including virtually.
• Passion for community growth, collaboration, and creating meaningful connections.
• Experience building or scaling a community-led growth, ambassador, or referral program.
• Experience with data visualization or engagement analytics tools (e.g. Tableau, Power BI, or similar).
• Background in budget management or making the business case for program investment.
• Knowledge of behavioural psychology or engagement strategies to improve retention and participation.
• Experience operating in a multi-market, distributed organisation.

• BA/BSc/HND
• 5+ years of experience in community management, program or operations management, or a related field, with at least 2 years in a people-management or team-lead capacity, ideally in education, tech, or a membership-based organisation.
• Proven experience setting strategy and translating it into an executable roadmap across a small team.
• Track record of managing and developing direct reports, including goal-setting, feedback, and coaching.
• Strong stakeholder management skills, with experience influencing cross-functional partners and senior leadership without direct authority.
• Comfortable owning, reporting, and KPIs: defining metrics, tracking performance, and communicating impact to non-technical audiences.
• Hands-on understanding of online community platforms (e.g. Discourse, Circle, Slack, Discord, or similar) and member communications (newsletters, email tools such as Mailchimp or HubSpot).
• Excellent written and verbal communication skills, with the ability to represent Community's voice and priorities across the organisation.
• Ability to operate at both the strategic and operational levels, moving comfortably between long-term planning and day-to-day problem solving.
• Ability to work with cross-functional teams across multiple locations and time zones, including virtually.