Community Manager

4 weeks ago

Montréal, Canada Vosker Full time

**Company Description** VOSKER**, North America's leader in remote area surveillance.

Every day, we take pride in helping our customers keep an eye on what really matters to them by developing solar-powered, cell-connected cameras on our exclusive platform.

In a few words at VOSKER; **We are efficient, we think differently, and we take care of our people** We take advantage of our expertise to win as a team and redefine what is possible

As a Social Media Community Manager with a focus on customer service, you are the voice and face of the brand in online communities, ensuring that every interaction reflects the brand's tone, values, and standards. Your role extends beyond customer service to encompass relationship-building, feedback collection, and collaboration with internal and external stakeholders. With a deep understanding of community dynamics and social media best practices, you foster engagement, trust, and loyalty among community members while driving initiatives that enhance customer experience and strengthen brand affinity.

This role offers an exciting opportunity to shape and nurture an online community that serves as a valuable asset for the brand. If you are passionate about building meaningful relationships, driving customer engagement, and contributing to the success of the brand in the digital space.

**Key Responsibilities**:

- **
Tone and Manner Management**: Maintain and uphold the brand's public online tone and manner across social media platforms and community forums, ensuring consistency, authenticity, and alignment with brand guidelines. Train and guide team members to communicate effectively and empathetically with customers, resolving issues and inquiries in a timely and professional manner.
- **
Community Relationship Management**: Cultivate and nurture relationships with staff and moderators of Facebook groups and other online communities relevant to the brand. Engage proactively with community members, responding to inquiries, facilitating discussions, and providing value-added content to foster a sense of belonging and community spirit.
- **
Feedback Collection**: Act as a conduit for collecting feedback and insights from community members, synthesizing their input to identify trends, pain points, and opportunities for improvement. Share feedback with relevant internal departments, such as Marketing, Product Development, and Customer Experience, to inform decision-making and drive product/service enhancements.
- **
Content Planning for Client Support Page**:Collaborate with internal stakeholders, including client support teams, to plan and curate content for client support pages on social media platforms. Develop content calendars, create engaging posts, and coordinate with relevant departments to ensure timely and accurate information dissemination.
- **
Event Management**: Plan and execute online events, such as live Q&A sessions, product launches, and community meetups, to deepen engagement and strengthen relationships within the community. Coordinate logistics, content creation, and promotion efforts to ensure successful event outcomes and a positive attendee experience.
- **
Collaborative Initiatives**: Develop and execute initiatives to foster collaboration between the brand and Facebook Group Staffs, as well as key internal departments. Partner with Marketing to co-create engaging content and campaigns tailored to the community's interests and preferences. Collaborate with Developers and Product teams to gather input on feature requests, bug reports, and usability issues raised by community members.
- **
Performance Tracking**:Monitor and analyze community engagement metrics, including participation rates, sentiment analysis, and member satisfaction scores, using data-driven insights to optimize community management strategies and tactics. Prepare regular reports and presentations to share key findings and recommendations with internal stakeholders.
- **
Crisis Management**: Anticipate and mitigate potential crises or reputational risks within the community, responding swiftly and transparently to address issues and maintain trust and goodwill among community members. Collaborate with cross-functional teams to develop crisis communication plans and execute coordinated responses when necessary.

**Qualifications**
- Minimum of 3-5 years of experience in social media/community management, with a focus on customer service and engagement.
- Deep understanding of social media platforms, community dynamics, and online moderation best practices.
- Excellent interpersonal and communication skills, with the ability to build relationships, influence stakeholders, and engage diverse audiences.
- Strong problem-solving abilities and the capacity to remain calm and composed under pressure in crisis situations.
- Analytical mindset with proficiency in data analysis and reporting tools to track performance metrics and derive actionable insights.
- Creative thinker with a passio

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