The Social Community Manager role focuses on leading the community management response strategy and engagement for a flagship technology account. Here are the key details:

The Role:

• Lead the community management response strategy and engagement for the flagship technology account.
• Support building fans, driving conversations, improving brand perception, and helping professionals develop digital skills in the technology space.
• Engage with fans across various social media channels in a reactive and proactive manner.
• Respond to customer service inquiries, redirect queries as necessary, identify and engage with super-fans, and curate user-generated content for re-sharing.
• Communicate community sentiment and data to the Social Performance and Content teams to shape future content strategies.
• Passionate about customer service, conversation, and strengthening communities through engagement-focused response management.
• Adhere to tone of voice guidelines and understand what works on platforms like Instagram, LinkedIn, Twitter, TikTok, and Facebook.
• Stay updated on social trends and the latest language used on platforms.

Key Responsibilities:

• Serve as the primary point of contact for community management across the client’s channels.
• Engage with fans in a way that encourages further conversation and fosters a sense of community.
• Handle technical queries, redirecting them to the relevant support team, and provide product information to aid the purchase funnel.
• Identify advocates, influencers, and participate in conversations happening outside owned channels.
• Stay informed about channel activities by collaborating with the internal social team and the Social Media Marketing client team.
• Develop guidelines and strategies for each community and ensure consistency in reactive responses.
• Utilize social media management tools like Sprinklr to manage community management responses, post content, and curate dashboards.
• Collect feedback and present it to clients and agency teams to improve content engagement.
• Provide insights and recommendations through community health reports.
• Report on community management targets and follow up on messages as per set SLAs.
• Curate and collate user-generated content for spotlighting.
• Monitor social media conversations and trends related to the client and provide actionable insights.
• Support the Ops Lead in planning and executing community management responses for client events.
• Assist with publishing organic content formats when needed.
• Train additional community management resources and manage processes during peak times.
• Proactively find solutions to challenges and keep the Social Operations Lead informed.
• Confidently present ideas, plans, and execution strategies to clients and the agency team.
• Ensure best practices in community management under the guidance of the Social Operations Lead.
• Engage with the client’s global social media team to share knowledge and successes.

Essential:

• At least 2 years of demonstrable experience in an agency or managing community management for a large brand.
• Experience working with tech brands in both B2B and B2C contexts is preferred.
• Passion for conversation and customer service.
• Strong knowledge and proficiency in using social media platforms like Facebook, Twitter, Instagram, YouTube, and LinkedIn.
• Excellent command of the English language with outstanding written communication skills and the ability to adapt tone of voice.
• Proficiency in publishing tools, with experience in Sprinklr being a plus.
• Excellent organizational and time management skills.
• Client-facing experience.
• Ability to work autonomously in a fast-paced environment and escalate issues when necessary.
• Strong communication skills for sharing ideas with stakeholders.
• Analytical thinker with the ability to derive insights from data to drive value.

Desired:

• Personal interest in technology and the tech industry.
• Knowledge of digital accessibility best practices.
• Experience with paid media.