Online community managers are focused on interacting with customers and clients through various online channels. As such, familiarity with social media including Facebook, Twitter, user forums and similar tools is a must to work as an online community managers. They are also the point of contact for the company for users, clients and customers. So, the ability to present the company in the best possible way throughout their interactions is key.
Online community managers will spend most of their time working online, so they generally may spend a great deal of time working independently. However, due to the highly social nature of their online work, they will deal with clients and customers on a near constant basis. Strong communication skills, especially written communication, are the cornerstone of online community managers' jobs. They must also be skilled at marketing and mediation as they will often relay information related to new products, specials or items from the marketing team to their online user base. While they deal with some marketing, being able to handle conflicts and resolve client and customer problems as they come up online is also a necessity. A steady personality and the ability to help users feel that their needs are being properly addressed are very important traits for online community managers to have.
Most employers require their online community managers to have a background including formal education in marketing and written communication. Online community managers may work a standard 9-5 Monday through Friday schedule, or they may work on shifts depending on the companies for whom they work.
Online Community Manager Tasks
- Participate in social media sites to build the organization's presence and visibility among key clients.
- Coordinate with marketing, web development, and legal teams for brand consistency.
- Track metrics around participation, views, comments, and online interactions, analyzing to improve outreach.
- Develop and act as spokesperson for social media strategy for sites like LinkedIn, Facebook, and Twitter.
- Monitor and report on trends around organization and social media to marketing and product development teams.