Type d'emploi : Permanent
Domaine principal : Marketing
2ème domaine : Rédaction - Journalisme
Années d'expérience pertinente minimum : 2-3
Position Title: Community Manager Position Type: Salaried
Do you love social media & social networking? Are you Internet savvy? Would you like to help manage the online reputation for some of the world’s largest brands? If so, ICUC is looking for a Community Manager to work remotely. Applicants must be prepared for a fast-paced, self-motivated, entrepreneurial, lifestyle. You will be given the opportunity to work with a diverse group people and a variety of clients in an ever changing industry. We look for team players with strong social networks that are able to work independently and collectively in a unique virtual environment.
As an ICUC Community Manager, your primary focus is to integrate with the client, provide best-in-class service, collaborate in creating compelling content, execute effective community management services, and provide thought leadership in social media strategy. You must be prepared to work in a fast-paced, self-motivated, entrepreneurial environment; be a team player who is social-savvy; and have the ability to work independently and collectively in an unique virtual environment.
This Community Manager role will be focused on developing, executing and managing a new and more aggressive social Advocate Program. The purpose of the program will be to improve brand perception and reputation, as well as to amplify positive messaging.
As an ICUC Community Manager, your day-to-date focus is to:
On-Going management of existing brand advocates, tracking interactions, engaging with advocates, and managing program participation
Using social intelligence to identify and select new advocates, scaling the program on a monthly basis.
Assume the voice of the brand(s); connect and engage with fans and followers across all social networks
Lead 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
Research, craft and post interactive, thoughtful, intelligent, and provoking content that encourages community 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 superior customer service for all aspects of online community management (e.g. product issues and feedback, issues with social tools, etc.)
Evaluate, moderate and report on clients’ current social media activities
Identify, discuss, educate, and recommend new offerings that will help or enhance the value of the relationship, both related and unrelated to ICUC
Communicate with clients regularly by video/phone calls, complemented by periodic in-person meetings
Lead client meetings, be it weekly, monthly, quarterly, report-specific, etc.
Act as a resource for the Directors and VP’s 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 at the client requested cadence.
Maintain current knowledge of the evolving social media space, ensuring best practices and thought leadership are shared with clients when appropriate
Go above and beyond client and company expectations, bringing fresh and new ideas to leaders and always questioning the status quo.
As Community Manager you will:
Participate in regular scheduled client calls, providing insights and soundbites when requested by client
Travel for in-person client meetings as needed within Montreal, Canada
Be able to advise client on platform specific concerns, abilities and best practices
Regularly maintain and use Sprinklr publishing platform, Facebook Power Editor, Instagram and all native publishing tools
Advise client and provide data driven research in planning and execution of social campaigns
Provide guidance on possible areas of creative content such as trending hashtags and events
Proactively provide client with thought leadership, best practice recommendations and data-driven insights to help advance their social presence
Liaise with reporting team to ensure client requested reports provide deep insights and quality recommendations which go beyond a simple metrics report
Create and provide copy for social media channels
Streamline and organize content calendar for client approval
Schedule and publish all social content for client
Social Media Strategy
Support and maintain comprehensive social media strategy
Support development of social media standards, policies, and rules
Define performance indicators and implement measurement and analytics
Research and identify brand advocates.
Track mentions of the brand by advocates
Manage client notification of advocates, as needed
Track and report on outcomes of advocate interactions and intervention
Targets will include:
Client Retention: Maintain an 4+ rating on the Client Satisfaction Survey
Performance criteria will include:
Client Retention: Responsiveness, Professionalism, Overall Feedback from Client
Community Management: Engagement Level of Social Copy, Innovative Recommendations for Improvements, Report Development, Timely Execution of Deliverables
Personal Leadership and Team Contribution: Continuous Self-Improvement, Distributes Team Work, Go-To Attitude
Qualifications - Skill Requirements:
Bi-lingual in English and Quebecois-French. Ability to read, write, and speak at native level proficiency in both languages.
Excellent written and verbal communication skills with engaging presentation skills
High level of accuracy and attention to detail
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
Strong decision making skills coupled with good judgment
Ability to multitask in a fast paced, entrepreneurial environment
Good sense of decorum and brand appropriateness
Friendly, diplomatic, and imperturbable self-starter with the willingness and desire to take initiative and get the job done
2-3 years of social media management experience
Past experience with creative content publishing
Past experience in Public Relations/Media Relations is an asset
Knowledgeable of past and current social media trends
Must have a Twitter, Facebook, and LinkedIn accounts; be a regular user on them; and be knowledgeable of other social media sites to include Instagram, SnapChat, Tumblr, etc
Experience in Social Media Management Systems like Hootsuite, Sprinklr,
Background in crafting social content and writing copy, analyzing performance, and adjusting strategy accordingly for optimal results
Proficient computer literacy proven through work experience in software applications, spreadsheet tabulations, to include Word, Excel, and PowerPoint
Experience in graphic design with Adobe Photoshop is a must
Proven history of developing new, sustainable processes
Must have adequate computer and headset/mic, and subscribe to high speed internet
Must be proficient both speaking and writing in English and French
The candidate will be required to successfully undergo a Criminal Record Check
Must complete ROWE certification within the first 3 months of employment
The role requires a confident self-starter approach, but support is available at every opportunity. We value innovative thinking and the pace of the business requires a focused, get-on-with-it attitude.
We encourage feedback and issues should be raised as soon as possible to ensure quick resolution
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