The Role of the Community Manager Today
Far too often I see jobs posted for the Community Managers use a copied ads from other businesses. Companies who need a “Community Manager” should identify what type of community manager need they need to fill and post the position. The job will list a super long laundry list of goals and expectations and at end of the job advertisement,” We require a BS in Marketing or similar field.” On the next sentence, you will read this is an entry level position. While an education is a great thing for the position of Community Manager, no school can teach all the roles of community management properly. Interacting with people online takes practice and skill. Schools and programs can teach how to use tools, tips, and tricks. You will never be prepared by paying for a community management class. Companies that need an Community Manager need to identify what type of online need they need to fill and hire the person accordingly. Stop copying job ads.
Every community manager position is different from business to business. Larger companies use multiple community managers for the internal community and social media managers for the external community. Some require its community managers to work as social media managers too. Social Media Managers work with the various social media sites to promote, build, answer, and establish a presence online outside the community site. A Community Manager will be able to work within the confines of the community site and build the goals of the business from within.
I firmly believe that people strong in customer service make the best community managers. They are able to empathize and understand the “people” part of a community. Companies need to hire a community manager to humanize their brand community. Caring about your customers through conversation leads to customer retention and word of mouth scenarios. This is also called conversion. Conversion happens when a non customer asks questions and gets the honest answers about a product or service to become a customer. If your not able to interact with your community they will move on and find some business who cares about their needs.
I hope you have a better understanding of the role that community managers have to deal with today. This position is growing with in the ranks of businesses. Hire one (or me) today!
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