Community Manager - Part-Time

A day in the life:

• The Social Media Community Manager plays a vital role in fostering and nurturing online communities and follower interactions across various social media platforms. With a strong focus on maintaining brand professionalism and consistency, this position excels in adapting to diverse brand voices and effectively engaging with customers. The role requires exceptional communication skills, keen attention to detail, crisis management capabilities, and a commitment to providing outstanding customer service. As a central figure in enhancing the customer experience, the Social Media Community Manager actively contributes to brand reputation and community growth in the dynamic landscape of social media

Responsibilities:

• Brand Voice Adaptation: Independently manage multiple workstreams, each with unique brand voices, across diverse industries and company sizes, ensuring consistent and on-brand communication
• Copywriting: Maintain a high standard of grammar, spelling, and writing quality in all social media interactions to enhance the brand's professionalism and credibility
• Customer Interaction: Respond promptly and professionally to customer interactions, comments, and messages across all social media platforms during business days, addressing inquiries, resolving issues, and fostering positive engagement
• Crisis Management: Proactively monitor social media channels for potential issues or crises, and take appropriate action to mitigate and resolve them swiftly
• Community Building: Cultivate and grow online communities by engaging with followers, encouraging discussions, and identifying opportunities for user-generated content
• Reporting and Analysis: Track and analyze social media engagement metrics, sentiment, and trends to provide actionable insights for improving social media community
• Trend Analysis: Keep a keen eye on competitors' and social media trends, identifying opportunities and best practices for effective community management 
• Employ AI technologies to enhance and optimize business processes
• Utilize and leverage Power Digital's Nova ecosystem as it relates to your department

Role Requirements:

• Past experience in customer relations/service and/or organic social media management 
• Social Media Proficiency: Demonstrated expertise in navigating and managing various social media platforms, including but not limited to Facebook, X, Instagram, LinkedIn, and TikTok
• Excellent Communication Skills: Strong written and verbal communication skills with a keen eye for grammar, spelling, and attention to detail to maintain professionalism in interactions
• Brand Voice Adaptability: Ability to seamlessly adapt to and mimic various brand voices, tones, and personas, ensuring consistent messaging across diverse industries
• Organizational Skills: Highly organized and autonomous with the ability to manage multiple workstream
• Analytics Awareness: Familiarity with social media analytics tools and an understanding of key metrics to track and measure community engagement and sentiment
• Customer-Centric Mindset: A strong commitment to enhancing the customer experience through thoughtful and engaging interactions on social media; capacity to proactively address and resolve customer concerns and issues, and to identify opportunities for positive community growth

Key Performance Indicators (KPIs)

• Profile follower retention rate (goal >99%) 
• Efficiently managing community for 3-15 accounts, pending audience size and volume
• 100% response rate for all applicable touch points

Most Important Things (MITs)

• Brand Communications & Follower Sentiment 
• Attention to Detail (specifically within grammar and spelling)
• Autonomous Workflow Management