Junior communities manager


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Junior communities manager

  1. 1. Junior Communities Manager Job Specification The Junior Communities Manager will implement AVG’s Online Community Strategy, managing engagement and interactivity with our audience, and fostering community spirit. This role coordinates with AVG’s internal Head of Community Management and Marketing teams to support their respective missions, ensuring consistency in voice and cultivating a strong community around the Global AVG brand. 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, Twitter, Facebook moderation tools) are kept up to date and functional, as well as influence the roadmap by collating user feedback  Working in conjunction with agencies and the Head of Community Management, ensure compelling editorial content for our communities to engage with. Lead them into contributing their own high quality submissions across the entire suite of tools available.  Moderate all User Generated Content according to the Moderation policy, liaising with the Head of Community Management where required  Manage communities located in social networking sites including Facebook, Twitter, and other similar social media outposts  Act as advocate of AVG’s brand’s community and as the advocate of the community within the Company, engaging in dialogues and answering questions where appropriate  Following up on dissatisfaction amongst the community and ensuring key feedback is passed internally to AVG.  Monitor effective benchmarks for measuring the growth of the community, and analyse, review, and report on effectiveness of new initiatives  Regularly feed back insights gained from community monitoring into the Marketing and Editorial teams, to help them evolve their strategies in a timely fashion  Monitor trends in online community tools, trends and applications
  2. 2. Requirements  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  Knowledge of the anti-virus industry, a plus  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 and guide other departments when necessary  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 Measurement - Migrate current advocates and beta testers with a less than 10% churn - Increase new influencers by 10% - increase engagement with AVG content by 25% - ensure sentiment of AVG in the community is stabilised at 95% - deliver at least 150 community positive recommendations each month