Digital Community Manager

Location: New York, New York
Posted On: 1/5/2015
Job Code: DCM_3670_NY
Job Description
• Provide community management for a dedicated digital forum that allows customers and prospects to directly interact and engage with each other.
• Monitor forum daily; read all posts and responses, engage with members when appropriate, and act as an escalation point for customer service team.
• Develop, manage and implement a detailed engagement and content plan to execute across multiple channels, designed to drive acquisition and engage the existing base; manage growth and expansion opportunities.
• Partner closely with Product Manager and third-party vendor on user experience design and implementation, including optimization and enhancement of site features and engagement emails.
• Partner with internal and external parties to define capability roadmap for future site developments and add-ons.
• Maintain integrity of the forum; develop tactics to drive positive behaviors from users and customer service team.
• Work closely with customer service team to provide guidance, support, and training for their direct interactions with community members.
• Build relationships and work closely with critical internal partners, including Compliance, Legal, Privacy, Corporate Communications, and a number of business partners.

• Strong business acumen and ability to use sound judgment to work within the regulatory environment of a global financial institution.
• Highly organized and detail-oriented self-starter with a high level of integrity and exceptional interpersonal skills; proven track record of driving results.
• Excellent communicator with strong relationship-building skills, who can articulate a sense of urgency while effectively managing internal and external partners
• A strong focus on the customer, with a demonstrated ability to drive customer engagement; experience developing and executing successful engagement campaigns and content plans a huge plus.
• In-depth knowledge of social media technologies, platforms, listening programs, and tracking/analytics; experience delivering social media campaigns a big plus.
• Experience with digital technology process.
• Demonstrated ability to be a strong innovator, comfortable with white space.
• Experience with Jive software a strong plus (or experience with other similar platforms, such as Lithium, etc.)
• Previous experience as a community/forum manager a strong plus.

To schedule an interview, please contact;
Sanjay Nair
Category:Non-IT  code:new
Job Requirements
Digital Media, Campaign, Forum, Jive, social media

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Sanjay Nair
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