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
- 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