GyanDhan - Vice President - Customer Engagement & Experience - Content & Community (8-12 yrs)

About the Role

GyanDhan is building Indias most trusted platform for financing and enabling overseas education. As we scale, we believe that high-quality, cohesive content and vibrant community engagement are two powerful levers to drive differentiation, trust, and long-term value.

Were hiring a VP of Customer Engagement & Experience (VP) to lead these twin mandates overseeing all customer-facing content and building Indias most engaged student community. This role blends brand storytelling, lifecycle content strategy, community experience, and customer voice - anchored in student empathy and data.

Key Responsibilities

Brand Management

- Own content across all channels: website, blog, YouTube, guides, emails, newsletters

- Ensure consistent voice, tone, and editorial direction across the customer journey

- Lead cross-functional editorial planning with Product, Ops, and Marketing

- Build SEO-optimized resource libraries for key funnel touchpoints (e.g., visa, SOP, university reviews)

- Lead content operations (content calendar, production, CMS workflows, quality review)

Community Building

- Scale Discourse forum engagement and quality

- Launch structured community formats - student clubs, AMAs, peer reviews, city-based meetups, in-college events and engagement

- Lead community team to seed content, moderate conversations, and convert lurkers into contributors

- Integrate forum and peer support across loan journey and CRM triggers

Video & UGC Leadership

- Scale video initiatives like Videshi Chai, student interviews, and explainers

- Build a network of student content creators (YouTube, Instagram, LinkedIn)

- Lead social media (Insta, Linkedin, X, YouTube) strategy, scheduling, and performance reviews

Customer Voice & Advocacy

- Set up structured NPS and feedback workflows

- Build customer advisory councils, ambassador programs, and alumni contributors

- Work with Product and Ops to convert customer insight into improvements

Ideal Candidate

- Proven experience leading content or community orgs at scale

- Deep empathy for young Indian audiences (UG, PG, tier 23 cities, parents)

- Hands-on with CMS, YouTube, SEO tools, newsletters, and forums

- Excellent editorial instincts and narrative skills

- Ability to work cross-functionally and lead high-performance teams