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.  

Overview:

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. 

Responsibilities:

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
  • Content Creation
  • 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
  • Brand Advocates
  • 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

Additional Qualifications:

  • 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 adhere to ICUC’s internal company policies
  • 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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