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Social Media/Community Manager

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Develop, implement and maintain comprehensive social media strategies and best practices that alignwith and support the Voice of the Customer across all properties.

· Work closely with product, marketing, design and development teams to coordinate implementation of different products and services, and provide insights into the best tactics to achieve business objectives.
· Set and analyze social media and feedback metrics in comparison to current benchmarks/goals; translate into recommendations for social media tactics and/or measuring the success of social media initiatives on an ongoing basis. Organize results and findings to distribute internally.
· Collaboratively work with the Program Director (who is responsible for overall community management, inclusive product relationship oversight and program development and management) on the development of the Voice of the Customer. In addition, provide oversight on the implementation of social strategy, guiding social platform management and outreach activities. Ensure that activities align with the overarching program strategy, to generate the maximum engagement.
· Write content that is usable and appropriate for assigned products and programs.
· Respond to customer questions or concerns via social media channels and CRM platforms.
· Organize and listen to what customers are saying about in a comprehensive/structured manner.

QUALIFICATIONS:

· Bachelor’s degree or equivalent.
· A minimum of 4 to 6 years of product management or strategy experience.
· Must be on top of new social media customer support trends and experiences and can strategize and execute projects across many different platforms.
· A strong knowledge of social media analysis tools (examples: Radian6, Simply Measured, and Tweetdeck).
· A strong communication background (both written and verbal), and can interact positively, efficiently and effectively to any customer questions or concerns.
· Deep understanding of major social media platforms, as well as smaller and emerging platforms.
· Must have a can-do attitude and adapt to change quickly.

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