Position Title: Community Manager
Position Type: Full-time Salaried
Reports to: Director, Care Solutions
Effective Date: Immediate
Job Description
Do you live and breathe social media and have a passion for all things online? Do you want to help major brands understand how to use social media and collaborate with them to create compelling content, plan and implement effective community management strategies? If so, ICUC is looking for a Community Manager to join the team. Applicants must be prepared to work in a fast-paced, self-motivated, entrepreneurial environment. The successful candidate will be given the opportunity to work with a diverse group of professionals in the ever-growing financial industry. We look for team players with strong social networks who are able to work independently and collectively in a unique virtual environment.
Position Overview:
- Assume the voice of the brand(s) and connect and engage with fans and followers across all social networks
- Engage in the organic development and growth of the various communities and social media activities across the client’s online purview
- Support the development of the social content strategy with the client’s social strategists and marketers
- Write, and post interactive, thoughtful, intelligent, and provoking content that encourages participation
- Identify behavioural and technical issues, patterns, and trends in the community
- Pro-actively escalate issues, observations, opportunities, and insights through the relevant channels
- Provide customer service for all aspects of online community (e.g. product issues and feedback, issues with social tools, etc.)
- Evaluate, moderate and report on clients’ current social media activities.
- Identify opportunities to provide additional value to clients. Discuss, educate, and recommend new offerings that will help or enhance the value of the relationship, both related and unrelated to ICUC
- Understand what is and isn’t working from inside of the client relationship
- Visit and communicate with clients regularly in person, complemented by video/phone calls
- Lead all client meetings, be it weekly, monthly, quarterly, report-specific, etc.
- Act as a resource for the Solutions Directors and VP to help promote our community management and engagement services into existing moderation or monitoring-only services
- Work with VP, Client Services on renewals/account changes as required
- Work with our reporting team to ensure client reports are on target and are providing maximum value / Create daily, weekly, monthly community management reports as per client needs
- Ultimately OWN the client relationship at the decision maker level
- And other tasks that will come up in a young, fun, entrepreneurial company…
Skills Required:
- Excellent verbal and written (editorial and technical) communication skills with engaging presentation skills
- High level of accuracy and attention to detail
- Superior decision-making skills coupled with good judgment
- Strong sense of account ownership and pride in work
- Strong time-management skills with the ability to plan, prioritize, monitor, and respond to changes quickly
- High level of commitment to ensuring top quality service is delivered to clients at all times – days, evenings, overnights, and weekends
- Above average skill in and passion for using today’s social networking tools like Twitter, Facebook, Linkedin and other social media sites
- Ability to multitask in a fast paced, entrepreneurial environment
- Good sense of decorum and brand appropriateness
- Friendly, diplomatic, imperturbable self-starter with the willingness and desire to take initiative and get the job done
- Must be based in United States
- Must be proficient both speaking and writing in English
- 3+ years developing, growing, and managing online communities, content development and publishing for a large brand/company
- Experience in a corporate or agency environment would be considered an asset
- Proven ability in developing strong social media marketing strategies
- Demonstrated creativity and documented immersion in social media.
- Ability to demonstrate experience with social media tools and interacting with online community tools such as forums, blogs, user-generated content, etc.
- Substantial knowledge of the Internet including social media with awareness of current social media trends, tools, and best practices
- Experience with Sprinklr Social Media Management took also an asset
- Proficient experience with MS Office – Word, Excel, PowerPoint, and Google tools
- The successful candidate will be required to undergo a Criminal Record Check
About ICUC
A member of the Dentsu Aegis Network, ICUC is the global leader in online content and community moderation services. Our team of multilingual, content and community specialists manage and moderate millions of social media conversations, comments, photos and videos while working inside some of the largest online communities in the world. Acting as the eyes and ears for our clients, we are a social media services company that leads the world’s biggest brands through the integration and execution of successful marketing campaigns.
Learn more about what we do at www.icucmoderation.com , like us on Facebook , and follow us on Twitter – @ICUC.
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