Community Manager  

KEY OBJECTIVE

As a Community Manager, you are the digital voice of brands across various social media channels. When consumers converse with you online, you are able to engage them and address their concerns, all while effectively representing the brand based on its online identity.

LEARNING OPPORTUNITIES

This role will build your critical thinking and your experience in digital brand building, with a focus on direct consumer communication. In today’s digital landscape, how brands interact with their consumers (and not just the content they push out) is the foundation of how they are perceived.

EXPECTATIONS AND RESPONSIBILITIES

Community Management and Reporting

• Spot opportunities for positive engagements to draw the conversation between brand and consumer further
• Monitor social assets of assigned brands, escalating to clients when potential crises arise
• Implement brand spiels for answering FAQs online, and engage with the community using these
• Liaise with the Account Manager and the brand’s Customer Service team in addressing complex or specific inquiries not covered by the FAQ

PERKS OF THE ROLE

Work fixed hours from the comfort of your home. All you need is a stable internet connection and a functional laptop. Visits to the M2.0 office will only take place once a week for alignment purposes.

MEASURES OF SUCCESS

• Client Delight - based on quarterly client survey
• Team Appraisal - based on quarterly staff survey
• Basic Diligence - EdCal is submitted complete and on time; revisions are delivered promptly

Specific KPIs are set by the individual and the immediate supervisor and measured quarterly

A Community Manager holds a bachelor’s degree in any course, and has had relevant experience in both writing and customer service whether through employment, coursework or internships. The candidate must be a digital savvy problem solver with a flair for writing and a heart of service.