We are currently recruiting for an amazing opportunity to work with one of our Global IT clients as a Community Manager based in Dublin City Centre. The ideal candidate must have 4+ years of experience managing forums, social channels, and local communities.
The Community Manager will be responsible for managing local communities, forums and social channels to engage top contributors, agents and end users. They will be responsible for outreach, large event planning, product development, quality assurance, and reporting. The community manager will communicate customer suggestions and provide ideas for product improvement, along with expanding our community members base and generate community awareness.
This Community Manager will be responsible for four main areas:
1) Community Support – Monitoring the response rate performance across Spanish communities, analyzing and troubleshooting fluctuations of performance – Handling requests from Top Contributors and agents for access, badges, and profile changes – Monitoring and deleting spam and abusive threads in the community – Supporting CRM migration to a new platform.
2) Language Support – Translating product and program communications – Quality checking product localisations – Translating monthly content for Top Contributors.
3) Top Contributor Engagement – Host monthly and weekly office hours with Spanish Top Contributors – Monitor and answer product and program specific questions – Create content for regular Community newsletter.
4) Top Contributor Analysis – Maintain forum active reports and update experts’ details – Pull reports and analysis performance data, forecast volumes and determine recruitment needs – Deep dive into trending issues to understand user feedback and root causes – Support travel and event logistics for a Top Contributor summit – Onboard new experts into the program and manage level promotions.
BA/BE/BS degree or equivalent practical experience.
Ability to speak and write in English fluently and idiomatically (Spanish will be a strong plus).
Ideally 4+ years of relevant experience.
Demonstrable experience in community management and customer support.
Excellent problem-solving, strategic and analytical skills, with the ability to draw insights from data and manage recommended actions.
Strong analytical, troubleshooting and problem-solving skills.
Strong knowledge of the local internet industry, cultural landscape and current marketplace trends in European or Latin American markets.