Social Media Community Manager & Crisis Monitoring

Overview

Please note, this role will be a base of 10 hours per week, with occasional flexibility of up to 20 hours per week with occasional weekend or evening availability. These additional hours outside the typical 9-5 would be for situations when there is a crisis.

Our client’s Office of Communications is seeking an Enterprise Social Media Community Manager. This contract position will report to the Assistant Director, Audience Strategy and will work closely with the social media team and cross-functionally to develop and implement community engagement and crisis management solutions.

The ideal candidate is a highly skilled and responsive communicator. This role requires a high level of monitoring and communication with external audiences, and will serve as point person for comment moderation on posts, DM’s, story responses, and other communication channels. The role also involves a high level of communicating internally, providing ongoing updates to the team about what exactly is happening online at any given moment when need arises. In this public-facing role, an ability to speak impeccably to brand values in a brand-appropriate voice is a must, as is an adeptness at problem-solving on one’s feet while maintaining grace and professionalism in high-visibility situations.

This role will also be proactive about fostering a sense of community amongst audiences on social media platforms, including using social media listening to identify potential content topics and audience trends, ideating content that prompts conversation, curating UGC moments, and identifying opportunities for digital accounts to serve as an anchor for community discussions around events and topics relevant across the enterprise.

Analytical skills are also required; this role will provide a perspective on what is and is not working for the community, and will analyze engagement and listening metrics to provide teammates with insights that will inform audience and crisis strategy.

Day-to-day tasks for the Community Manager include:

• Working with Audience Strategy team to develop and implement community engagement strategies that support audience goals
• Working with Audience Strategy and Strategic Communications to prepare a crisis action plan and execute when needed
• Moderating discussions and content
• Responding to community inquiries and feedback (DM’s, comments, social media email)
• Community listening and analysis of conversations around brand
• Analyzing and reporting data to assess community engagement and sentiment
• Detecting early signs of a crisis
• Identifying potential risks and concerns in community conversations
• Assessing the impact of a crisis and reporting to stakeholders
• Monitor trends, news and social issues on social media to identify both in-the-moment and evergreen content that will resonate with audiences and flag any potential sensitive topics

The target hiring compensation range for this role is $40 to $42/hr. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.