Community Management Associate

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Skyrocket Studios Full time
Salary Range: PHP 20, ,000
Responsibilities:
  • Community Engagement
    • Manage clients' customer touchpoints in alignment with their tone of voice, brand identity, and established processes
    • Collaborate with clients to identify opportunities for enhancing engagements and fostering a community of loyal followers.
    • Initiate and sustain meaningful conversations within clients' communities to drive engagement and customer retention.
    • Conduct continuous research to identify and engage with relevant online and offline groups related to clients' industries.
    • Drive key performance indicators (KPIs) agreed upon by clients for effective community management.
    • Track, measure, and analyze activities related to community management to optimize performance.
    • Maintain up-to-date knowledge of clients' brands, products, and services to represent them effectively across various communities.
    • Generate reports based on community queries received from different social media channels.
    • Continuously refine community management processes to enhance efficiency and effectiveness.
  • Project Management
    • Efficiently manage teams and resources to meet strict deadlines and project objectives.
    • Establish clear and open communication among stakeholders to ensure a thorough understanding of client needs
    • Develop comprehensive project briefs to document and communicate clients' needs effectively.
    • Manage late deliverables effectively to ensure overall project deadlines are met.
    • Utilize project planning tools like Instagantt to create project plans and Gantt charts for transparent client visibility.
    • Prioritize and queue ad hoc client requests in collaboration with the team.
    • Coordinate the successful delivery and launch of projects and deliverables.
  • Client Management
    • Develop onboarding materials, including decks or slides, as necessary for new clients.
    • Collaborate with Relationship Managers to streamline processes and provide proactive recommendations for improvement.
    • Liaise with other teams within the agency as required to ensure seamless task completion.
    • Maintain productivity tracking sheets for community management tasks.
    • Prepare and present comprehensive end-of-month reports for clients, incorporating data analysis and insights.
    • Offer ongoing support and assistance with ad hoc tasks as assigned.
  • Organization and File Management
    • Maintain systematic storage and organization of client files within designated Google Drive folders, including assets, documentation, briefs, internal team deliverables, cost estimates, invoices, contracts, administrative documents and other relevant materials
    • Ensure proper permissions are set for all files to maintain confidentiality and data security
  • Pitches and Presentations:
    • Participate in pitch presentations and brainstorming sessions, providing support and insights in community management
    • Assist in preparing presentation materials and communicating ideas effectively to internal teams and clients.
  • Industry Knowledge
    • Be knowledgeable on market developments and opportunities around the advertising, digital, creative, technology, marketing, and consulting industries
    • Stay updated on industry trends and best practices related to creative operations and project management
    • Participate in training programs and workshops to enhance skills and knowledge in operational processes and tools
    • Collaborate with team members to share insights and best practices for continuous improvement

Key Performance Indicators (KPIs):

  • Number of engagements (likes, shares, comments, follower growth, etc.) across various social media platforms
  • Percentage of increase in community size and engagement over time
  • Client satisfaction scores based on evaluations, focusing on strategy, campaign execution, and creative work
  • Number of positive client testimonials or endorsements received for creative work, collaboration, and overall satisfaction
  • Percentage of clients retained over a specified period
  • Percentage of tasks and deliverables completed on time and within scope across various projects
  • Number of successful project completions against the total number of projects undertaken within a given period
  • Performance of content assets in terms of engagement, click-through rates, and lead generation

Requirements:

  • Familiarity with Digital Marketing, Advertising, Creative, Technology, and general advertising industry knowledge is a plus
  • Proficiency in Google Suite products, especially Google Sheets
  • Familiarity with social media tools such as MyAlice, Sprout Social, Sprinklr, Mentionlytics, and Clockify is a plus
  • Highly organized, particularly in utilizing digital collaboration tools such as Google Drive, Notion, and ClickUp
  • Exceptional interpersonal and public relations skills
  • Outstanding verbal and written communication abilities
  • Can work independently and as part of a team
  • Collaborative mindset with a proactive approach and being initiative
  • Dedication to customer satisfaction and enhancing the customer experience

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