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