SENIOR MANAGER - COMMUNITY
High Profile International Brand
Take Ownership - significant community
Excellent package / benefits
This newly created Senior Manager opportunity takes responsibility for the end-to-end management of a high profile community website on a major scale!
This role is responsible for strategically driving gamification in the business online communities, recognising those members who participate regularly in online conversation about brand, products and services, and nurturing relationships with members who are key to the success of the business forums.
It's a pivotal senior management position and requires excellent stakeholder relationship skills as you will work closely with Social Media Response, Social Media Sales, Corporate Social Media, Customer Service, Marketing, Corporate Affairs & other customer facing teams within the business. Wiith the purpose to deepen customer engagement within the online community, enhance customer experience, provide insights and reporting aligned to conversation happening in online communities, garner customer and employee suggestions, and drive collaboration and contribution within the community
In addition to managing online communities, this Senior Community Manager will be responsible for:
Monitoring, reporting on, and responding to community conversation and discussions, and will contribute to conversation happening on major third party blogs and other online community sites where we engage.
Providing leadership and support to 2 Community Specialists, managing customer feedback provided through online communities, and developing customer feedback loop mechanisms and processes, to engage and collaborate with relevant internal teams across the wider business, to effectively manage and address customer issues.
Develop the overall community forums & blogs strategy and ensuring that the strategy is aligned to the Customer strategy.
Research and develop overall online community strategy
Execute the online community strategy and ensure the successful delivery of key strategic initiatives.
Manage the generation of new content for online communities.
Ensure that customer comments about the business in the forum are moderated appropriately, and that we engage with members where an opportunity exists to respond.
Manage all community escalated issues and take ownership for resolution of the issue/ concern raised in the forum.
This opportunity requires a highly experienced social / community manager who can demonstrate the ability to develop a robust online community forum, and be conversant and experienced in the application of gamification practices.
Awareness of the latest technologies and techniques used in building and maintaining successful communities and a strong understanding of social networking trends within Australia and overseas is also necessary.
Expert in encouraging communication and maintaining policy within social media applications (forums, blogs, etc.).Technical knowledge of web applications, online community platforms and software and customer feedback tools
For further information or to submit your application contact Zena Nicolson on 03 8644 7777 or firstname.lastname@example.org
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SENIOR MANAGER - COMMUNITY