Community Manager - EdTech

We are looking for an enthusiastic and dynamic community manager to energise and activate a social and a peer-to-peer community for our users. As the community manager, you will be responsible for ensuring an active, thriving community of users who are engaging in positive, uplifting conversations around their careers and learning. In addition, you would be responsible to enable customer satisfaction and success through providing useful, timeline support to users and help as needed. The interactions could range from finding the right tools/parts of the platform that would help them solve a particular issue, to guidance on specific courses and learning content to connecting practitioners, staff, employer partners with the users as needed.

The role involves activating various channels/groups that would be relevant at launch and actively encouraging participation. As the user generated activity grows, the focus of the role will shift towards management and moderation. You will work closely with the Customer Success, Learning and Development and Product Teams whilst being a core member of the Branding team to create and sustain a thriving community.

Key activities & responsibilities:

1. Engage :

- Identify popular themes and topics to create - channels/ groups- and encourage users to join the relevant ones.

- Create and execute a content calendar with thought-provoking and conversational content to initiate discussions on the various - channels- till a point where users start participating actively.

- Manage various communities covering diverse topics and themes.

- Plan and execute events for the community.

- Direct users to useful features and resources on the platform as they come up in discussions.

- Promote and articulate the relevant product philosophy and features to encourage sign ups and upgrades.

- Work with Marketing and learning teams to conduct brand events for community members to encourage user activity.

- Social listening for gathering user sentiment and feedback around the product and brand.

2. Moderate :

- Moderate the community content to encourage productive and supportive conversations.

- Interact with users and understanding their challenges.

- Solve queries of community members and support.

- Enforce community policies and guidelines.

3. Manage conversation flows :

- Manage workflows for the different types of user questions - support, learning, sales, etc.

- Train the key members of the team that would participate in the community to ensure consistency and positive outcomes for users and the brand.

KPIs for success :

- No. of active discussion channels/ groups

- New community members - the addition of new members to a community is one of the key measures of success for this role.

- Community visitors - these represent the prospects who can be targeted to join the community.

- Active community members

- Member contributions

- Engagement - this can be measured by the number and frequency of replies and comments on a discussion.

- Social Media inflow/outflow - encourage sharing companies social platform features and content on other platforms by users to drive reach.

Qualifications, knowledge, skills and experience required :

- A bachelor's or master's degree in a relevant field, or equivalent

- 5+ years experience in social media management and/or community management

- Tech savvy, social media enthusiast