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Digital Community Manager (Contract/Freelance)

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One of our favorite forward thinking Fortune 500 financial service clients (yes, there are a few), is looking for a digital savvy Community Manager to join their team on a freelance basis (for now).

This client is extremely customer centric and goes above and beyond to retain and improve customer experiences – both in the digital and real-world space. The client fosters engaging customer experiences that add value in every customer interaction, transforming customer service for a multi-device world. Some of the service products the team leads include social servicing in the Facebook & Twitter, Click-to-Chat, Video Chat, Account Alerts.

Responsibilities:
• Provide community management for a dedicated digital forum that allows customers and prospects to directly interact and engage with each other.
• Monitor forum daily; read all posts and responses, engage with members when appropriate, and act as an escalation point for customer service team.
• Develop, manage and implement a detailed engagement and content plan to execute across
multiple channels, designed to drive acquisition and engage the existing base; manage growth and expansion opportunities.
• Partner closely with Product Manager and third-party vendor on user experience design and
implementation, including optimization and enhancement of site features and emails.
• Partner with internal and external parties to define capability roadmap for future site developments and add-ons.
• Maintain integrity of the forum; develop tactics to drive positive behaviors from users and customer service team.
• Work closely with customer service team to provide guidance, support, and training for their direct interactions with community members.
• Build relationships and work closely with critical internal partners, including Compliance, Legal,
Privacy, Corporate Communications, and a number of business partners.

Qualifications:
• Strong business acumen and ability to use sound judgment to work within the regulatory
environment of a global financial institution.
• Highly organized and detail-oriented self-starter with a high level of integrity and exceptional
interpersonal skills; proven track record of driving results.
• Excellent communicator with strong relationship-building skills, who can articulate a sense of
urgency while effectively managing internal and external partners
• A strong focus on the customer, with a demonstrated ability to drive customer engagement; experience developing and executing successful engagement campaigns and content plans
• In-depth knowledge of social media technologies, platforms, listening programs, and
tracking/analytics; experience delivering social media campaigns a big plus.
• Experience with digital technology process and Jive software a strong plus (or experience with other similar platforms, such as Lithium, etc.)

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