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Digital Community Manager (Consumer)

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This exciting new role of Digital Community Manager – Consumer will join the Canadian Digital Marketing team as a key member of centralized group which manages the digital & social channels on behalf of our brand’s Business Groups (BG’s).
As our program and digital audience continues to grow and evolve, the Digital Community Manager will serve as the voice of our brands to consumers in online social networks & social media responsible for strengthening our consumer relationships online.
Responsibilities:
• All listening, posting & responding to our consumer customers / users / prospects through a variety of social media channels (eg. Facebook, Twitter, LinkedIN, blogs…)
• Owning Social Media activity calendar for each of our consumer audiences (planning, ideation, execution & reporting at both national & local levels)
• Owning Audience Access process for groups looking to communicate with our Owned Social Audiences (eg. product / audience marketers, MarCom, Sales, customer service & CorpCom)
• Ongoing social listening & outreach processes (eg. identify & engage beyond our assets)
• Governance & Escalation process for Canadian consumer audience
• Tracking, reporting, analysis & insight generation for Social Media (eg. what’s working or not, ideas for innovation, where should we invest?)
• Social Technology tools on behalf of Canada (eg. Vitrue, Sysomos..)
• Playing a leadership role in collaborating and coordinating activities with both Canadian and Global Social Marketing teams
• Collaborating with agency partners to plan, ideate & execute activities
• Servicing both English and French audiences
• Influencer outreach program (eg. events, sponsorships, relationship building)
• Provide ongoing competitive benchmarking, best practices and innovation ideas to team

Deliverables and KPI’s:
• Grow the size of our “Owned” digital audiences (Fans / Followers / Opt-ins / Influencers)
• Grow engagement our “Owned” digital audiences (Interactions & Earned Media Value)
• Increase value of digital audience to brand (Awareness, CPE, Increased product purchase)

Relevant Skills and experiences:
Core:
• Currently maintain an active presence in online space across a variety of social media platforms (Facebook / Twitter / LinkedIN / Google+ / YouTube / Pinterest)
• Has demonstrated high level of collaboration across multiple stakeholder groups
• Understand how to create brand appropriate voice (non-corporate) which can build authentic, relevant, interactive consumer relationships in social media
• Excellent oral and written communication skills
• Energetic self-starter, with bias for action and ability to adapt to changing priorities.
• Project Management skills - Good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialog with others on work and results; is a clear communicator
• Experience with brand based marketing (ideally Brand Management or agency)
• Consumer communication planning & execution
• Using consumer research & insights in business planning
• Experience managing performance of agencies
• Bachelor's Degree, preferably in Communications/English, Public Relations, Marketing, Journalism and/or relevant work experience

Preference will be given to candidates who:
• Multi-lingual
• Currently publish a personal blog or other form of digital content on consistent basis
• Demonstrated connection with our primary audience (consumers, tech trendsetters with families, students)
• Have direct consumer interaction experience (call center, sales, events, on-line or in person)
• Consumer / Customer research experience
• Experience with relevant technology & reporting tools (eg. Sysomos, Facebook Insights, Web Trends, Vitrue..)

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