Community Manager-Marketing

The Community Manager is responsible for managing and nurturing the organization’s online presence, fostering meaningful engagement, and building a positive and vibrant community across platforms. This role includes monitoring and responding to audience interactions, removing spam accounts, and enforcing copyright protections on platforms such as YouTube, social media, and other digital channels. The Community Manager ensures that all interactions align with the organization’s values, guidelines, and goals, while providing actionable insights to inform broader marketing strategies.

Key Responsibilities:

Community Engagement and Moderation

• Actively engage with the organization’s online communities, including social media, YouTube, and other platforms, to foster meaningful connections and conversations.
• Respond promptly and professionally to comments, messages, and inquiries, ensuring a positive audience experience.
• Moderate content by removing spam, inappropriate posts, and fraudulent accounts to maintain a safe and respectful environment.

Social Listening and Monitoring

• Monitor conversations and trends across platforms to identify opportunities for engagement, audience feedback, or issues requiring attention.
• Flag and address negative sentiment, escalating critical issues to the appropriate teams or leadership as needed.
• Report trends, community sentiment, and recurring questions to inform content and engagement strategies.

Copyright Protection and Compliance

• Monitor platforms such as YouTube and social media for unauthorized use of the organization’s intellectual property, including copyrighted materials, logos, and branding.
• File copyright infringement reports and takedown requests when necessary to protect the organization’s assets.
• Maintain a database of copyright claims and ensure timely follow-up on all infringement issues.

Content Collaboration and Campaign Support

• Partner with creative and marketing teams to develop content and campaigns that resonate with the community and encourage engagement.
• Plan and execute community-focused campaigns, such as Q&A sessions, polls, contests, or live streams, to deepen audience participation.
• Provide recommendations for content that addresses audience needs, interests, and feedback.

Relationship Building

• Build and maintain relationships with key audience members, influencers, and advocates to strengthen brand loyalty and community participation.
• Identify and engage with potential brand ambassadors to promote positive representation of the organization.

Reporting and Insights

• Track and analyze community metrics, such as engagement rates, audience growth, sentiment, and response times, to measure the effectiveness of engagement strategies.
• Provide regular reports to the marketing team, highlighting successes, challenges, and areas for improvement.
• Use insights to recommend and implement changes to enhance audience experiences and strengthen community relationships.

Crisis Management and Issue Resolution

• Act as the first point of contact for addressing sensitive issues or conflicts within the community, resolving them professionally and efficiently.
• Escalate high-priority issues, such as widespread dissatisfaction or crises, to the appropriate teams or leadership for resolution.
• Manage responses during crises or sensitive situations, ensuring alignment with the organization’s messaging and values.

Skills and Qualifications:

Interpersonal and Communication Skills

• Excellent written and verbal communication skills, with the ability to adapt tone and style to different audiences and platforms.
• Strong interpersonal skills to engage with a diverse audience and build positive relationships.

Customer Service Expertise

• Experience in managing audience interactions, resolving conflicts, and fostering satisfaction in a customer-facing role.
• Ability to handle sensitive or difficult situations with tact and professionalism.

Technical and Analytical Skills

• Familiarity with community management tools, such as Sprout Social, Hootsuite, or native platform tools, for moderation and engagement.
• Understanding of copyright policies on platforms like YouTube, Facebook, and Instagram, with experience in filing copyright claims or takedown requests.
• Proficiency in analyzing community engagement data and making data-driven recommendations.

Project Management and Organization

• Ability to manage multiple tasks simultaneously, including monitoring conversations, reporting issues, and supporting campaigns.
• Strong organizational skills to maintain records of copyright claims, flagged issues, and community metrics.

Experience:

• Bachelor’s degree in communications, Marketing, Public Relations, or a related field (or equivalent experience).
• 2–4 years of experience in community management, social media management, or customer service roles.
• Familiarity with managing copyright infringement claims and moderation tools is highly preferred.

Tools and Software:

• Community Management: Sprout Social, Hootsuite, Facebook Business Suite, or similar tools for monitoring and engagement.
• Copyright Management: Familiarity with YouTube Content ID, Facebook Rights Manager, and other intellectual property enforcement tools.
• Analytics: Proficiency in Google Analytics, social media insights tools, or similar platforms for tracking engagement.
• Project Management: Experience with tools like Asana or Trello to track community-related tasks and initiatives.

Additional Traits for Success:

• Detail-Oriented: Meticulous in monitoring conversations, flagging issues, and ensuring copyright compliance.
• Empathy and Patience: A people-first approach to managing interactions, especially in sensitive situations.
• Adaptability: Able to respond quickly to unexpected issues or changing priorities.
• Brand Advocacy: Passion for the organization’s mission, with the ability to represent it authentically in all interactions.

Benefits:

• 401(k)
• 401(k) matching
• Dental/Vision insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement

Schedule:

• 8-hour shift
• Days and hours may vary

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor. Such tasks shall be capable of being performed with reasonable accommodation, if necessary, that does not impair a business necessity or impose an undue business hardship and without presenting a direct threat to the safety of the applicant or others.

Job Type: Full-time

Schedule:

• Monday to Friday

Ability to Commute:

• Dallas, TX 75236 (Required)

Ability to Relocate:

• Dallas, TX 75236: Relocate before starting work (Required)

Work Location: In person