Community Management Associate

Reports to: CEO > Lead Community Management Associate

Responsibilities

Community Management

• Ensure clients’ customer touchpoints are mapped and managed in their tone of voice, brand, and processes in mind.
• Coordinate with clients regarding needs to improve engagements and build a community of followers.
• Engage our clients’ communities with meaningful conversations to drive engagement and retention with our clients’ customers or potential customers.
• Constantly research on and find more groups online (and offline) related to the clients’ industries with which to engage.
• Help drive KPIs requested and agreed upon by clients for the community management role.
• Track, measure, and analyze Community Management activities.
• Maintain and continuously update knowledge of the clients’ brands, products, and services in order to represent them more effectively through various communities.
• Create reports based on the community’s queries coming in from different social media channels.
• Continuously strive to improve community management processes.

Project Management

• Manage team and resources effectively to meet strict deadlines and projects.
• Establish solid communication amongst all stakeholders for full understanding of clients’ needs.
• Create project briefs for documentation and full understanding of clients’ needs.
• Effectively manage late deliverables to ensure the final deadline is still met.
• Create project plans / gantt charts for full visibility with clients (usually with Instagantt).
• Work with the team to ensure any ad hoc requests from clients are properly queued.
• Orchestrate the successful delivery and launch of a project / deliverable.

Client Management

• Create onboarding decks/slides if needed for new clients.
• Collaborate with Relationship Managers for processes and proactive comments for improvements.
• Collaborate with Skyrocket teams as needed for task completion.
• Tracking of productivity on Community Management sheets.
• Prepare and create end-of-month reports to be run through and presented to clients.
• Analyze data to be presented in end-of-month reports.
• Provide continuous support and assistance in ad hoc tasks assigned.

Organization & File Management

• Manage the storage and organization of all client files in proper Google Drive folders including, but not limited to, client assets, client documentation, client briefs, internal team deliverables, cost estimates, invoices, contracts, administrative documents, accreditations, etc. 
• Ensure proper permissions on all files.

Key Performance Indicators (KPIs)

• Client satisfaction / approval (delight) of strategy, campaigns, creative work
• Positive client testimonials
• Successful task delivery

Requirements

• Superb interpersonal / PR skills.
• Excellent communication and presentation skills.
• Extremely organized, especially with digital collaboration tools such as Google Drive, Notion, & ClickUp.
• Must be a team player with an entrepreneurial spirit with the ability to be proactive and take initiative.
• Passionate about customers and customer experience.
• Can work independently and as part of a team.
• Digital Marketing, Advertising, Creative, Technology, and general advertising industry knowledge a plus.
• Adept with Google Suite products, especially Google Sheets.
• Familiarization with tools such as MyAlice, Sprout Social, Sprinklr, Mentionlytics, Clockify, and other social media tools is a plus.