Customer Community & Advocacy Manager (F/M/D)

About the Position

Customer Community & Advocacy Manager (F/M/D) - ALLPLAN

Location: Germany, Munich (office or hybrid) or Remote Germany

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About the Company

ALLPLAN is a global provider of BIM design software for the AEC industry. True to our “Design to Build” claim, we cover the entire process from the first concept to final detailed design for the construction site and for prefabrication. Allplan users create deliverables of the highest quality and level of detail thanks to lean workflows. ALLPLAN offers powerful integrated cloud technology to support interdisciplinary collaboration on building and civil engineering projects. Around the world over 600 dedicated employees continue to write the ALLPLAN success story. Headquartered in Munich, Germany, ALLPLAN is part of the Nemetschek Group which is a pioneer for digital transformation in the construction sector.

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Responsibilities

• Support and execute the global community strategy in alignment with Customer Success, Support, Product, Marketing, and regional business priorities.
• Help evaluate, implement, and manage the online community platform, ensuring it is easy to use, scalable, well-organized, and aligned to customer needs.
• Launch, moderate, and grow the community by driving customer participation, encouraging peer-to-peer discussion, and maintaining a high-quality member experience.
• Develop and manage community programs, including user groups, virtual events, customer forums, ambassador activities, customer-generated content, and peer-learning opportunities.
• Partner with Support, Customer Success, and Product teams to identify recurring customer questions and turn them into useful community content, knowledge-sharing resources, and self-service opportunities.
• Establish and maintain governance, moderation, and engagement guidelines to encourage productive, inclusive, and customer-focused interactions.
• Track and report on community performance metrics such as engagement, participation growth, content contribution, customer advocacy activity, self-service usage, and support deflection opportunities.
• Capture community insights and customer feedback, then share relevant themes with Product, Customer Success, Support, and Marketing stakeholders.
• Identify and nurture customer advocates who can participate in references, testimonials, case studies, events, advisory activities, and peer-to-peer learning.
• Contribute to the future community operating model by documenting processes, identifying resource needs, and helping define where additional support may be required as the program scales.

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Requirements

• Education: BA/BS degree or relevant training or education
• Experience: 5+ years of experience in community management, customer success, customer marketing, customer advocacy, or customer engagement roles, including hands-on experience managing programs that support customer education, engagement, adoption, or advocacy.
• Required Skills:
  • Experience managing customer communities, advocacy programs, customer marketing programs, or customer engagement initiatives in a SaaS, technology, or B2B environment.
  • Strong program management skills with the ability to coordinate projects, stakeholders, timelines, content, and communications.
  • Understanding and hands-on experience of online community engagement, moderation practices, customer advocacy, and digital customer experience.
  • Strong written and verbal communication skills, including the ability to create clear customer-facing content and internal updates.
  • Collaborative working style with the ability to partner effectively with Customer Success, Support, Product, Marketing, and regional teams.
  • Data-driven mindset with experience tracking engagement, adoption, content performance, or customer program metrics.
  • Proficient (C1 or C2) in German and English.
• Preferred Skills:
  • Experience helping launch or significantly expand an online customer community.

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We Offer

• Opportunity to work in a global and innovative company.
• Hybrid work options (office or remote).
• Be part of a team that is committed to equal opportunity and diversity.

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About the Company

ALLPLAN is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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