FE International

A Community Manager is responsible for managing and growing an online community around SaaS Growth Hacks and its products and services.

The Community Manager plays a critical role in building and growing an organization’s online community, and requires strong communication, social media, and technical skills.

Key Responsibilities:

• Managing the organization’s social media accounts, creating content, and engaging with followers.
• Build and grow the organization’s online community by identifying key influencers, creating engagement strategies, and monitoring community feedback.
• Create a social media plan that aligns with the company overall marketing goals and developing content calendars, creating original content, and curating user-generated content to keep social media platforms active and engaging.
• Monitoring and responding to customer inquiries across various social media platforms such as Facebook, Twitter, Instagram, and LinkedIn in a timely and professional manner.
• Identifying and resolving customer complaints, issues, and concerns promptly and effectively to ensure customer satisfaction.
• Coordinating with other departments such as customer service, sales, and marketing to ensure that customer inquiries are handled promptly and appropriately.
• Keeping up to date with the company’s products, services, and policies to provide accurate and relevant information to customers.
• Creating and maintaining a knowledge base of frequently asked questions (FAQs) to provide consistent and accurate responses to customer inquiries.
• Collecting and analyzing customer feedback to identify common issues and trends and to improve customer service and satisfaction.
• Using social media analytics tools to measure and report on key metrics, such as engagement, reach, and conversion rates.
• Monitoring social media channels for potential brand reputation issues and responding appropriately to mitigate negative impacts.
• Developing and maintaining relationships with customers to promote brand loyalty and repeat business.
• Collaborating with the marketing team to develop social media campaigns and promotions to attract and engage customers.
• Providing regular reports on social media account performance and customer inquiries to management.

Required Skills:

• Excellent verbal communication skills;
• Excellent writing skills;
• Hands on experience with social media management for brands;
• Ability to interpret website traffic and online customer engagement metrics;
• Knowledge of online marketing and marketing channels;
• Attention to detail and ability to multitask; and
• Experience launching community initiatives.

Experience and Education:

• BSc degree in Marketing or relevant field;
• Proven work experience as a community manager of 3-5 years;
• Experience working within the SaaS industry; and
• Experience working on all social media platforms.

Salary: $65k-$80k pa OTE

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