Lithosphere The Lithium Community

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manitakos90
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Constant Contact is hiring a Community Manager!

Are you passionate about helping small businesses and nonprofits succeed? Are you fascinated by online communities and social media? We’re looking for someone who wants to drive the next phase for our well established customer support community with close to 600,000 members. Sound like you? Join our award-winning team.

 

The Community Manager will report to the Director of Customer Operations, and will execute the community strategy for Constant Contact. In this role, the Community Manager will drive community engagement, while collaborating closely with many internal teams – including customer service; content; PR; marketing and product teams – to deliver world class service and engaging content. In addition, the Community Manager works with the community platform vendor and owns the technical, helpdesk and admin aspects.

 

About you:

You have a profound respect for small business owners and feel passionate about helping them succeed. You have technical aptitude, a sense of humor and value interpersonal connections. Above all, you are eager to learn.

Communication/Marketing/Content:

  • Develop, own and execute on a comprehensive strategy for and execution of community, including promoting and evangelizing community activities, creating internal visibility, etc. Translate these strategies into actionable tactics to be executed against. Collaborate and ideate with cross-functional teams to promote Community, programs, promotions, and more.
  • Construct and evolve the SEO strategy for Community, including optimizing content, creating content, monitoring traffic patterns and high value pages, etc.
  • Lead the development of community engagement plans and strategies for a wide variety of situations, including product launches, ongoing support of new feature rollouts, retiring content/product, etc.
  • Initiate research projects, including content audits and gap analysis to identify new opportunities to level up.
  • Collaborate across teams to refine and ensure consistency of brand voice and reputation.

 Technical/Helpdesk/Admin:

  • Own and drive all technical and system administration aspects of the Constant Contact online community and customer help sites, including working with platform vendor on regular platform upgrades and addressing/resolving issues related to the features and functionality. Named technical contact for external and internal parties.
  • Identify areas for improvement in setup and customization processes, explore new features and keep a pulse on the trends of Community and member engagement. Define, scope, and project plan emergent initiatives, revising as necessary.
  • Develop and design technical templates, page layouts, and custom code solutions for platform, widgets and processes. Evangelize and epitomize user-centered design practices.
  • Perform Quality Assurance (QA) on platform upgrades, custom components, and regular updates to Community, and support help pages.
  • Manage and develop all documentation related to Community Experience workflows
  • Establish and drive adoption of program frameworks, tools and best practices.
  • Drive product integrations with Community, CRM, and various internal tools to improve workflow, create efficient processes, and improve ease of use.

 Moderation/Monitoring/Responding:

  • Create the moderation and terms of use policies.
  • Provide insight on and escalate process and capacity required to meet service level agreement on response time.
  • Alert appropriate staff as issues arise and work to resolve. Maintain a Responders List of members and/or staff who can be reached quickly to respond to specific questions.
  • Define plan for subsets of community to take leadership role as Community Super Users.

 Training:

  • Advises and collaborates on community training resources, guidelines, and policies.
  • Train external/internal people on new features as well as how to participate and engage in the community.

 Data Analysis:

  • Analyze community engagement and identify trends, advise on potential opportunities or risks, funneling insights and ideas back to leadership team.
  • Present metrics to leadership team monthly.
  • Analyze multiple data points to help drive programs and initiatives. Maintain detailed reports on KPI’s and Community metrics. Lead post program analysis to guide future programs.

 Requirements:

  • 1+ year experience nurturing community and customizing platform (Lithium preferred)
  • Experience with social media sites, monitoring and reporting tools (eg.Facebook, Twitter, Instagram, Trust Pilot, Hootsuite, Omniture, Simply Measured)
  • Microsoft Office Suite
  • Photoshop
  • Working knowledge of principles of SEO, including keyword research and Google Analytics.
  • Customer focused with proven customer service experience
  • Excellent verbal and written communication skills
  • Attention to detail
  • Comfort in a face-paced, dynamic environment
  • Ability to work with internal staff as well as external vendors
  • Bi-lingual is a plus

Reach out to Constant Contact's recruiting manager, Danielle Manitakos, at danielle.manitakos@endurance.com