Job description:

The Digital Community Manager is a a creative, passionate, and experienced community manager, collaborating with the Global Service Delivery and Digital Experiences teams. The “Lead Analyst – Digital Service Delivery” works closely with the Operations and Technology specialists to engage and develop captivating conversations with consumers on branded social communities and other digital platforms, on behalf of our clients. This person will work in a highly collaborative fashion with operations, communications, and creative professionals to create a brand voice and editorial direction to drive engagement and increase organic growth of our clients’ digital communities.

Responsibilities:

• Conduct near real time social media monitoring of brands, issues, competitors, industry and topics.
  
• Gather data and insights that tie back to measurements that tie back to program objectives.
  
• Enhance relationship between the brand and the consumer and support efforts to increase overall customer experience.
  
• Review and respond to consumer queries in accordance to client's standard operating procedures and work practices.
  
• Effectively cultivate, engage, and grow the audience.
  
• Develop and plan content.
  
• Collaborate with legal/regulatory on resolving consumer responses.
  
• Monitor and maintain the overall health of client’s online communities.
  
• Responsible for analytics reporting and provide recommendations and opportunities to improve through analytics.
  
• Be aware of trends/themes in the social media industry as well as the client’s industry.
  
• To act as a back up in the absence of the other Community Managers
  
• Perform any ad hoc activities as required.
  
  Requirements:
  
• University degree in Journalism, Communications, Marketing, or other Business Major or Humanities Major.
  
• Proficient oral and written skills in both English.
  
• Proficiency in one of these languages: Portoguese, French or Spanish.
  
• Proven work experience on Digital Service Delivery position or similar role. Presenting a portfolio is a plus.
  
• Experience planning and leading community initiatives.
  
• Active participation in social media networks, such as Facebook, Twitter, YouTube, etc.
• Experience writing creative content for web/social media.
  
• Healthcare experience is a plus.