Community Management/engagement Specialist

3 weeks ago

Toronto, Canada Toronto School of Management Full time

**Community Management/Engagement Specialist**

As a community management/engagement specialist, you will lead and coordinate the day-to-day community and organic activities for our institutions to grow our online communities around the world with the objective to engage prospective, current students, and alumni.

**Responsibilities**:

- Lead the coordination of community management for all social media channels and online reviews across multiple platforms
- Develop and implement an efficient system to manage community management requirements, including response guidelines, escalation process, and leads tracking
- Optimize available social media marketing tools to improve efficiency and manage all accounts effectively
- Work closely with Communications and Marketing teams to capture the institution’s tone and voice to maintain strong branding in responses to enquiries and comments online
- Act as next point of escalation for stakeholders when responding to direct messages and comments on all social channels
- Provide community support to the wider team during key organic campaigns and activities like Facebook, Instagram Live, Tik Tok, Zoom, webinars, and other on-campus/off-campus events
- Provide regular reporting on notable mentions, online feedback and reviews from students and potential leads to ensure we’re achieving our recruitment and brand awareness goals
- Explore new and innovative ways to connect and engage with our target audience via comments and direct messages on social media to increase online visibility and ensure high community engagement
- Cultivate existing student, alumni communities, and other forums to increase participation and to assist the social media specialists in gathering and producing user-generated content such as student/alumni features, interviews, photoshoots, IG takeovers
- Any other tasks as assigned

**Knowledge and Skills**
- Fluency in English, both speaking and writing
- Excellent verbal and written communication skills
- Advanced knowledge of mainstream social media platforms including Facebook, Instagram, Twitter, LinkedIn, YouTube, TikTok and Google Reviews
- Familiar with online reputation management strategies and understanding of crisis communications
- Proficiency with Office 365 suite and Google Drive
- Familiar with marketing channels and online marketing strategies
- Strong organizational skills and attention to detail

**Experience**
- At least 1-2 years in a B2C or B2B role within a company or agency
- Demonstrable social media experience _(community management, campaign development or content creation)_
- Previous experience in a community management or chat support role
- Previous experience working with multiple stakeholders across a variety of roles

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