Online community & quality content manager.

This is a regular position for someone to be both the community and content manager for our site.


Online Community Coordinator

Job Specification

The Online Community Coordinator will implement the Company’s Online Community Strategy, managing engagement and interactivity with its audience, and fostering community spirit. This role coordinates with the lead engineer to support and ensure consistency in voice and cultivating a strong community around the brand. You will also be responsible for contributing educational how to tutorials.

Responsibilities:
Implement the online community strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools.

Work with the Product development team to ensure the community platform (for ex. Forums, blogs, moderation tools) are kept up to date and functional, as well as influence the roadmap by collating user feedback.

Generate compelling editorial content and manage a schedule of webchats and competitions for the site communities to engage with, and lead them into contributing their own high quality submissions across the entire suite of tools available.

Help moderate all User Generated Content according to the Moderation policy, liaising with the Moderation and Admin team where required.

Act as an advocate of the Company in the brand’s community and as the advocate of the community within the Company, engaging in dialogues and answering questions where appropriate

Ensuring return of lapsed readers and contributors through the use of regular one to one contact with our superusers and producing a regular community input on existing threads and editorial for new discussions.

Manage a Super User program and build an active community leader network.
Monitor effective benchmarks for measuring the growth of the community, and analyze, review, and report on effectiveness of new initiatives.

Regularly feed back insights gained from community monitoring into the Head of Community, to help evolve the strategy in a timely fashion.
Monitor trends in the online community.

Requirements
2+ years experience in managing online communities

Ability to cope with a business which is growing very fast and changing rapidly.

Creative, diplomatic, cool under pressure and fantastic interpersonal skills.

Strong project management or organisational skills.

In-depth knowledge and understanding of online community platforms and their respective participants (Forums, Blogs, Photo Uploads, Profiling etc.) and how they can be deployed in different scenarios. (vBulletin)

Knowledge of the Company’s industry preferred but not nessesary.
Ability to effectively communicate information and ideas in written and verbal format, and build and maintain relationships.

Team player, with the confidence to take the lead on projects as they arise, & able to work on own initiative to benefit the community

Good technical understanding and can pick up new tools quickly.

Have a good knowledge of principles of customer service.

Editorial, Marketing, Customer Service experience, a plus.