Square
Community strategy and management — overhauling onboarding, gamification, and member recognition for one of fintech's largest communities.
- Partnered with account managers to implement an early-warning customer engagement system, resulting in $2M saved in prevented business churn through timely intervention and support strategies
- Developed and executed engagement strategies leading to 40% growth in overall engagement
- Implemented a revamped new member onboarding program, resulting in a 30% increase in retention rate among new members within the first six months
- Spearheaded the creation of a community recognition series aimed at acknowledging member contributions and efforts, resulting in a 25% increase in active participation within the first three months
- Established a comprehensive analytics dashboard tracking 15+ key performance indicators, enabling leadership to make strategic decisions that drove a 35% improvement in community health metrics and informed $50K in resource allocation
With the launch of a new community hub within the Square community, the team focused on creating a centralized space for member onboarding resources and peer connections beyond traditional product forums in the Community Corner.
- I conducted member surveys to understand what resources and connection points would be most valuable in the new hub
- To make the hub as useful as possible, I created detailed resource guides and FAQs while setting up dedicated spaces for members to share feedback and suggestions
- I prioritized building a comprehensive resource library that could be easily accessed and searched, ensuring members wouldn't miss out on important onboarding information
- I learned to stay responsive to member needs and regularly implement improvements based on community feedback
With the launch of our gamification program in Square, I revamped our entire engagement strategy by creating 100+ new badges, implementing new rank systems, and collaborating with our design team to align with Square's new visual identity.
- I discovered that creating meaningful badge requirements was crucial — each badge needed clear actions that added value to both the member earning it and the broader community
- After researching member behaviors, I structured the rank progression to reward both quality contributions and consistent engagement, which helped drive more meaningful interactions
- I worked closely with design to ensure each badge and rank visual felt special while staying cohesive with Square's visual identity, leading to higher member pride in displaying their achievements
- I mapped out clear paths for members to progress, making sure they understood exactly what actions would earn them new badges or advance their rank
- I learned to balance accessibility and exclusivity — making sure new members could quickly earn initial badges while creating aspirational high-tier ranks for veteran contributors
Since taking on member recognition initiatives, I launched multiple programs to celebrate our community's outstanding contributors. The cornerstone of this was our Members of the Month program, which highlighted exceptional members who went above and beyond in their community engagement. Each month, I curated and shared detailed spotlights of selected members, showcasing their unique contributions, expertise areas, and impact on the Square community.
I also partnered with our Square Community Champion Program Manager to develop additional programming that elevated our champions' visibility and impact. Together, we created opportunities for champions to share their expertise through dedicated content series and featured community spotlights.
The impact of these recognition programs exceeded our initial expectations. Recognition posts consistently achieved an 85% engagement rate, and highlighted members reported feeling more connected to the community after being featured.