Job Title: Community Manager
Company: WPP Media South Africa
Location: Johannesburg, South Africa
Reports To: Strategic Account Manager: Social & Influencer

Objectives of the Role: 
A community manager is responsible for advocating the brand on social networks. This role will be responsible for the creation of their own social persona and actively go out within the online community to connect with potential customers and advocate the brand. Community managers typically deal with those who haven’t heard of the business they work for and boost awareness for the company.

Operations:
•    Take responsibility for delivery of OOH service on the account, including aspects relating to media, production and finance

Key Areas of Responsibility and Accountability: 

1. Strategic Skills 
•    Responsible for managing communications and campaigns within the online community that articulate the clients brand and reputation and will drive short and long-term social media strategy, day-to-day management of editorial content, community development, monitoring of conversations, and tracking of metrics/data - in real time. 
•    Drive and help foster dialogue, quickly resolve issues, and understand the inner workings - as well as socially accepted protocols - of social platforms. 
•    Understand the role that social and digital media play in communication mix and be able to develop online marketing/issues management campaigns. The role also requires an understanding of marketing and social media and the ability to educate others about it effectively
•    Manage and execute corporate brand presence and reputation throughout community page. 
•    Execute community engagement vision and strategy by rolling out campaigns and program initiatives to cultivate meaningful relationships that drive community participation and answers. 
•    Create and curate daily content including customer videos, thought leadership viewpoints, info graphics, blog posts, contributed articles. 
•    Work with Social Media team to coordinate community postings as appropriate across the organization's other digital channels. 
•    Monitor discussions, resource postings, and trends within the community. Identify and report trends in usage and advises on potential opportunities. Alert Social Media Manager and appropriate staff as issues arise and work with staff to resolve issues. 
•    Network with community members and identify Community Champions. Train and empower Community Champions to participate on a more significant engagement level. 
•    Evangelize the customer's perspective, always thinking about how to improve their experience 
•    Identify community trends and quickly act to amplify or course correct as needed. 
•    Interface with various business units and provide strategy and input in to how to best use the community as it relates to product launches and BU news and updates

2.  Client Account Management 
•    Be the lead the contact for all clients and relevant stakeholders
•    To effectively manage stakeholder relationships by ensuring expectations are appropriately defined and well managed.
•    Act as business adviser to the client clarifying reporting/data requirements and requests to ensure accurate and meaningful reports and insights are provided which are directly linked to agreed campaign KPI’s. 
•    Maintain a sustainable positive relationship with key customer stakeholders and maintain contact as appropriate and expected.
•    Ensure compliance with any customer defined service level agreements and performance standards. 
•    Attend key customer meetings/calls, as required. 
•    Customer Satisfaction
•    Deliver excellent customer service and learn from customer feedback. Specifically - Participating on all client calls as required in a professional manner
•    Contribute towards the development of customer SLAs, service reviews, customer feedback and customer service initiatives
•    Reviewing customer feedback information and taking positive steps to address customer concerns.
•    Implicitly, through the improvement of internal processes this role will contribute to the organisations ability to support the growth of our customer relationships, markets and products and ultimately the value we add to our customers/candidates.

3.  Operating Requirements 
•    Demonstrates experience working with Developer/Partner ecosystems 
•    Proven track record of building strong relationships with clients, partners and sales departments to drive growth. 
•    Experience in creating content experiences that engage professional audiences and proven techniques to drive audience growth to the content (especially webinars, videos, infographics, blogs etc.). 
•    Knowledge of owned, earned and paid media techniques to drive audience growth 
•    Intellectual curiosity with a strong passion for learning, researching and synthesizing information across a variety of sources. 
•    Proven ability to meet or exceed deadlines and manage and prioritize a high volume of projects simultaneously. 
•    Analytical skills demonstrated by data-driven decision making. 
•    Ability to understand professional interests, job roles and subscriber expectations within a specific professional community. 
•    Successful leadership and management skills and the ability to motivate and work across departments and functions. 
•    Excellent communications skills with particular strength in written communications and presentations

4.   People Management 
•    Take the lead on the team structure, new hires, promotions, salary increases, bonuses, etc.
•    Conduct 360 reviews with all direct reports, and empower associate directors to do the same across their respective team reports  
•    Design a career path for each direct report with clear objectives and conduct performance update meetings

Other Areas
•    Process and product delivery supervision
•    Ensure smooth working processes
•    Work with the buying team to ensure zero error implementation –
•    Work to develop client-specific Standard Operating Procedures, ensure adherence to SOP amongst team members