Customer & Community Engagement Lead

About ArchiPro

ArchiPro is a design-led, two-sided marketplace transforming the architecture, design, and building industry. We connect homeowners, architects, designers, builders, and suppliers through world-class content, powerful digital tools, and a highly engaged professional community across NZ, AU and (soon) the US.

As ArchiPro scales globally, our future growth depends on how effectively we help clients adopt our platform, stay engaged, and realise long-term value. This role sits at the heart of that mission.

About the Role

The Community & Customer Engagement Lead drives adoption, education, retention and community connection across our customer base of Product Manufacturers, Suppliers, and Professionals in the architecture, design, and construction industry. You’ll help customers understand the platform, adopt key features, stay engaged over time, feel part of the ArchiPro ecosystem, and ultimately succeed on the platform. This isn’t a passive, behind-the-scenes role. It is an active, hands-on, high-velocity position where you’ll shape how our customers learn, engage, and grow with us. This role is central to improving client outcomes, strengthening renewal readiness, and building a thriving A&D community that powers the ArchiPro flywheel. ArchiPro moves fast. Priorities shift. Everyone has a point of view. You’ll need to be confident, open, collaborative, and able to bring people with you in a dynamic environment.

What This Role Does:

Lifecycle & Engagement

• Designs and runs always-on nurture programs that guide customers from “I’ve just joined” to “I can’t imagine working without this.”

• Delivers B2B engagement communications across email and platform touchpoints that keep customers informed, active and connected.

• Organises meaningful community moments for our partners.

• Acts as the steady voice of customer value, making sure clients understand exactly how to get the most from ArchiPro at every stage.

Product Communication & Education

• Champions feature adoption with education that actually lands - webinars, training, how-to content, and anything else that helps customers use the platform properly.

• Turns product updates into clear, compelling stories that remove friction and build confidence.

• Works with Sales and Client Partnerships to make sure everyone - internally and externally - knows how to get value from ArchiPro.

B2B Content & Owned Channels

• Owns the B2B story (website, blogs, guides, case studies) and produces content that lifts understanding, usage, and adoption.

• Turns complex features into simple, usable explanations that help customers succeed.

• Keeps all B2B channels aligned, consistent, and genuinely valuable.

A&D & Industry Community Engagement

• Builds connection across the architecture and design community through industry partnerships, thought-leadership sessions and events (although you can relax, you don’t organise Home Design Evening!)

• Forms strong relationships with A&D studios, suppliers, and relevant industry groups.

• Brings insights from the community back into Product, Editorial, and Customer Success so we improve faster.

• Builds customer feedback loops that keep the ArchiPro flywheel moving.

KPIs (Business Impact)

• Feature adoption rates across priority tools

• Active usage growth across customer cohorts (NZ, AU, US)

• Engagement with education programmes (attendance, completion, usage lift)

• Nurture performance (activation, engagement, conversion to usage)

• A&D community participation (event attendance, partner engagement)

• Reduction in repetitive support queries due to improved education and resources

• Contribution to renewal readiness and NRR improvement

Skills & Experience Required

• 6+ years in customer engagement, lifecycle marketing, customer marketing or product education roles

• Proven experience improving product adoption and usage in a B2B environment

• Deeply creative with strong writing and content creation skills (advertising, guides, emails, training materials, webinars)

• Lifecycle automation & audience segmentation: Skilled in building onboarding and nurture workflows, behavioural triggers and dynamic segments that guide customers through each stage of their journey with precision and scale.

• Reporting, integrations & journey mapping: Confident creating dashboards that surface adoption and engagement insights, managing integrations and data flows across tools and translating the full customer journey into measurable, repeatable HubSpot systems.

• Comfortable scoping and implementing broader techologies that make customer engagement smarter and more scalable.

• Ability to interpret customer data and translate it into action

• Ideally you have worked in in SaaS, a marketplace or two-sided platform

About You - Traits We’re Looking For

• You genuinely love architecture and design - the people, the craft, the culture.

• You’re a natural communicator: clear, warm, confident, and genuinely helpful.

• You have strong creative instincts. You can write, teach, explain and simplify.

• You build rapport easily and enjoy engaging with customers.

• You’re a digital native - tools, workflows, integrations and automation don’t intimidate you.

• You thrive in fast-moving, opinionated environments where priorities shift and progress matters.

• You’re resilient - pressure sharpens you, not stresses you.

• You stay open, curious, and constructive even when things change quickly.

• You care deeply about customer success and community.