DIGITAL COMMUNITY AND SOCIAL MEDIA MANAGER

Execs In The Know’s (EITK) Community and Social Media Manager reports to the Marketing and Communications team and focuses on the online community, Know It All (KIA). KIA is the exclusive online community where CX leaders from top brands learn, solve challenges, comment, network, share expertise, and discuss. The Community and Social Media Manager will need to grow, maintain, and evolve the community, as well as EITK’s social profiles on LinkedIn, Facebook, and Twitter.

The KIA Community and Social Media Manager will need to understand EITK’s vision, communicate it, and to create actionable plans with deliverables and success metrics for both the KIA online community and social. The perfect candidate has a solid background in communications, strong working knowledge of community and social platforms (e.g. HigherLogic, Sprout Social. Linkedin, Twitter, and Facebook), and experience working with WYSIWYG editors and/or HTML. With a keen focus engagement and growth for both KIA and social, the Community and Social Media Manager will need to build relationships with existing members and conduct new member outreach. We’re looking for a teammate who will be inspired to manage, grow, and evolve KIA’s online community and social presence.

We want a candidate with a collaborative, confident personality to work cross-functionally with Sales/Operations, and as an high-performing member of the Marketing & Communications team driving adoption and engagement for strategic business objectives. A demonstrated ability to work well with people, have strong command of collecting, organizing, and presenting data, as well as strong written and verbal communication skills is preferred.

KEY RESPONSIBILITIES

• Manage the online community and on social channels
• Maintain a site that focuses on UX, unique content and its presentation, and benefits
• Moderates, creates posts, contributes to discussions, and provides timely responses — in community and on social — daily
• Develops a content plan for engagement, 1:1 outreach, reengagement, promotions, and general communications
• Creates, writes, and edits content for the KIA community and social channels on a daily basis Continuously monitors and improves on community best practices such as a frictionless on-boarding process for new members, engagement initiatives, reengagement programs, site management, and member data integrity
• Maintains a cadence of growth through event follow-up, engaging with new leaders, and following through on leads
• Works with Partners for Marketplace site creation, ongoing support, and management including onboarding, building new Marketplace sites, updating existing Marketplace sites, conducting regularly scheduled site-review meetings, and creating and communicating Partner reporting
• Fulfills contract obligations for Partner Marketplace sites, KIA and Marketplace promotions, webinar promotions, research/content promotions, and other event requirements
• Gathers, tracks, and reports internal metrics, KPIs, and feedback from user surveys on the overall online community site and social media channels to monitor trends including what is working well, opportunities for improvement, and correlations to other marketing activities
• Effectively identifies and prioritizes opportunities and has the know how to develop investment documentation to gain buy-in and secure funding to evolve the community and/or social experience
• Develops and maintains community guidelines and processes to grow and manage interested contributors Work with external recruiters and hiring managers to maintain the KIA Job Boards

QUALIFICATIONS AND REQUIREMENTS

• Related work: 3 years (Preferred)
• Bachelor’s Degree in Communications, Journalism, or Marketing
• Extensive knowledge of community platforms like HigherLogic and Sprout Social
• Prior social media management experience with an ability and desire to grow skills
• Customer service/experience knowledge is desirable
• Proven success in developing online communities and managing internal partnerships to increase adoption
• Experience in understanding and evaluating user needs through unsolicited feedback, survey response feedback, and unintended user experiences and understand how to action for continuous improvement
• Entrepreneurial spirit, self-starter with an ability to roll up your sleeves and try different things with minimal direction
• Exceptional writing, editing, and verbal communication skills; with superb ability to translate ideas into clear, well positioned, and compelling messaging
• Demonstrated experience effectively communicating with Sr. Leaders and Executives
• Proven ability to build strong cross functional relationships
• Exceptional organizational, analytical, and problem-solving skills
• Is a self-starter and values a team-focused work environment
• HTML and has an affinity for technology platforms

Job Type: Full-time

Pay: $65,000.00 – $85,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Social media marketing: 3 years (Preferred)

Work Location:

• Remote

About Execs In The Know

Who We Are:

The customer experience (CX) industry presents a huge innovation opportunity, and Execs In The Know is working alongside global CX leaders to change the customers’ lives. We’re helping CX leaders improve their business by crowdsourcing knowledge, exploring opportunities, expanding networks, and inspiring fanatical customer experiences.

Our mission is to:

• Advance the conversation on all facets of the customer experience, to improve individual brand experiences and the industry as a whole.
• Provide executives with insightful data, research, and learnings on the evolution of corporate and consumer expectations.
• Strengthen our community through the brightest minds in customer experience, alongside business partners sharing best-in-class products.
• Inspire greatness through brand collaboration. Our goal is to connect leaders, to enlighten and motivate change.