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Community Manager

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JOB TITLE: Community Management Specialist – Engagement and Insights

The Community Management Specialist will monitor, nurture and manage conversations with customers on and off of our Community platform. The Specialist will oversee live event planning and production (including events and supporting events produced by the Community itself), will lead influencer identification and engagement programs, and will develop and support Community engagement tactics and engage online with our customers. The Specialist will also lead our customer advisory panel program and collect and share feedback and insights from our Community members to share with audiences.

Primary Job Responsibilities:

• Plan, promote and produce live events involving customers and Community members
• Develop strategies to identify and engage influencers within the Community both on and off of our Community platform, including messaging plans, rewards/recognition strategies, and on-going outreach
• Develop strategies to increase engagement and interaction on Community platforms and experiences
• Oversee the customer advisory panel ("Voices"), including scheduling and running weekly/semi-weekly webinar calls, panel feedback and suggestions, and recruiting and on-boarding new members
• Share insights from Voices, the Community, and social channels in weekly reports to leadership and operational teams
• Interact regularly with the community of product enthusiasts, including buyers and sellers, to increase engagement and retention of current and new/visiting members, both through online and offline channels
• Curate and create blog posts, videos, announcements, and other content to promote and share with the community
• Join in on dozens of conversations every day, providing help, insights, and encouragement
• Support the expansion of the Community platform
• Measure, analyze, and report on community activity
• Schedule and coordinate bi-weekly calls/webinars with our customer advisory panel (Voices)
• Assist in producing Community-related events

Basic Requirements:

• 3 or more years of professional work experience in customer support, communications or related field required; experience within the customer support organization strongly preferred
• Conflict management skills and ability to deliver difficult messages verbally and in writing
• Must have top notch customer service skills to effectively resolve customer issues in one call
• 1+ year of extensive personal or professional experience with social media required
• Solid understanding of the social media universe including but not limited to; Facebook, Twitter, YouTube, Forums, and blogs required
• Demonstrated communication effectiveness through social media channels required
• Able to accurately identify opportunities and threats in user-generated content required
• Demonstrated background in cultivating online communities preferred
• Proven verbal and written communication skills, articulate communicator who can speak the language of bloggers
• Highly organized and great attention to detail
• Ability to work collaboratively and effectively in a team environment
• Research and investigate information quickly, view information from alternative perspectives
• Analyze and categorize information that may not easily be interpreted at a glance
• Make a decision based on information available
• Hold themselves accountable to policies, metrics, processes and standards
• Show confidence and compassion when relaying a tough message
• De-escalate frustrated customers through active listening and a focus on resolution
• Identify problems or errors and escalate correctly
• Proactively educate with a desire to prevent future negative experiences
• Bachelors degree or equivalent preferred but not required

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