WHAT DOES A COMMUNITY AND SOCIAL MEDIA MANAGER DO?

Published: August 1, 2024 - The Community and Social Media Manager oversees the creation and management of high-quality content across various social media channels, ensuring timely and engaging posts. Responsible for growing the game’s online presence, this role involves managing content calendars, collecting user feedback, and maintaining brand consistency. Key duties include collaborating with global teammates, supporting marketing campaigns, and providing insights to the business on social media trends and activities.

A Review of Professional Skills and Functions for Community and Social Media Manager

1. Community and Social Media Manager Duties

  • Community Engagement: Participate and moderate social conversations pertaining to the brand.
  • Customer Support: Answer comments, concerns, questions, and provide overall support.
  • Brand Interaction: Interact with users, while shaping brand presence, to maintain a consistent brand voice for community engagement and discussion.
  • Campaign Support: Deliver support and attention to those engaging around the brand’s campaigns as well as the brand itself, surfacing trends while they are emerging.
  • Data Utilization: Utilize data and social listening to proactively seek out opportunities to grow the brand’s presence and unify identity on all social channels.
  • Industry Insights: Share industry and community insights by presenting new ideas and relevant findings.
  • Relationship Building: Forge strong and trusted relationships with key brand advocates and encourage interaction across brand channels.
  • Collaboration: Work alongside the Customer Service team to respond to inquiries raised on social channels.
  • Reporting: Create monthly and quarterly reports pertaining to engagement, reach, response rates, audience insights, follower growth, etc.
  • Strategic Planning: Collaborate with the Digital Manager to develop yearly plans and programs based on insights pertaining to what the audience wants, expects, and needs from the brand.
  • Trend Involvement: Assist in leading social media involvement in relevant emerging trends, applications, and tools.

2. Social Media Community Manager Details

  • Community Management: Provide clients with ongoing community management services, including initiating conversations with fans through culturally relevant happenings, building dialogue with currently engaged fans, and reaching out to potential fans to grow the community.
  • Cultural Awareness: Stay up to date on cultural initiatives and conversations to integrate into community conversations.
  • Insight Application: Turn analytical and community insights into brand-relevant ideas.
  • Content Ideation: Ideate real-time content that will drive the social conversation for each client.
  • Trend Monitoring: Stay abreast of industry trends and relevant platform news mining for client opportunities.
  • Sentiment Analysis: Monitor the daily social conversation of fans, other brands, teams, and influencers to gauge social media sentiment.
  • Performance Reporting: Work with account executives on reporting and data pulls across each of the social channels to monitor performance, garner insights, and provide recommendations.
  • Response Documentation: Own the community management response documents that align with brand voice and strategy.
  • Content Performance Analysis: Provide insights and implications around the performance of all content, audience behaviors, competitor insights, and best in class work on a quarterly and monthly basis.
  • Social Media Advancements: Continue to keep a pulse on the newest advancements and opportunities in social media.

3. Community Social Media Manager Responsibilities

  • Community Building: Building the Warrantywise trade to trade community from the ground up.
  • Strategy Development: Development of creative and engaging social media strategy, that adapts content to suit different channels.
  • Channel Management: Day-to-day management of all relevant social media channels.
  • Content Writing: Writing social copy on message and in the brand tone of voice and in a way that connects with the audience.
  • Content Delivery: Oversee, plan, and deliver content to social scheduling tools (including both organic and paid content).
  • Trend Engagement: Finding relevant online trends and conversations to engage with, representing the brand appropriately.
  • Channel Maintenance: Owning the ongoing maintenance of social media channels by engaging with comms, monitoring mentions, and uploading story content.
  • Collaboration: Be an active member of status and brainstorm meetings in collaboration with the brand team and their integrated agency team.
  • Strategy and Program Management: Work with the Account Director across strategy and program management.
  • Partnership: Partner with fellow Social Media Community Managers across brands, covering while others are out, etc.

4. Community and Social Media Manager Functions

  • Content Creation: Create content, blog posts, articles, newsletters, communications material, and material for social media channels with high levels of quality and timeliness.
  • Social Media Management: Create, manage, and be responsible for growing the game’s presence through blogs, Twitter, Facebook, and other strategically relevant online properties.
  • Content Planning: Manage, schedule, and plan the content calendar for the aforementioned channels.
  • User Feedback: Collect user feedback from every possible source, and reply to users' questions on social media professionally.
  • Promotional Strategy: Define promotional and engagement strategy towards inbound and outbound users.
  • Brand Maintenance: Maintain the brand tone and voice of the product alongside its reputation.
  • Engaging Content: Ensure the production of engaging content.
  • Collaboration: Collaborate with global teammates.
  • Brand Voice: Be the voice of the brand through social media and connect with the community.
  • Reporting: Provide reporting and insights to the business on activity and trends.
  • Marketing Collaboration: Work closely with the Marketing team on campaigns, product launches, and brand activations.

5. Community and Social Media Manager Overview

  • Community Monitoring: Monitor Kobo social media communities including but not limited to Instagram, Facebook, Twitter, and LinkedIn.
  • Community Engagement: Engage with Kobo communities to increase the visibility of Kobo online and to foster positive relationships with Kobo customers, fans, and online influencers.
  • Agency Management: Manage social media agencies/consultants to ensure consistent messaging for Kobo globally.
  • Content Development: Develop compelling organic social media content including blog posts, video materials, infographics, and other materials to support Kobo’s business objectives.
  • Program Support: Support the execution of social media programs including event activations, product launches, fan events, contests, and surveys.
  • Customer Support Collaboration: Work closely with Customer Care to support issue resolution online and provide added value to consumers looking for information about Kobo products, services, and the industry.
  • Crisis Communication: Work closely with team members on drafting messaging and answers to tough customer questions and/or crises.
  • Executive Collaboration: Work with C-Suite executives on occasion, and be willing to work beyond business hours when necessary for internal/external events.
  • Internal Communications: Assist team members with internal communications and events.
Relevant Information
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