Community Manager

We have an exciting opportunity for a creative Community Manager to create and execute engagement plans for insight communities, online panels and related social media platforms with the aim of giving members a reason to participate on research activities on the various platforms.

Requirements:            

• Minimum of 1 years’ work experience (Admin / Customer Service / Community Management / Marketing)
• Market research experience advantageous
• Completed a post-secondary diploma or degree, or has relevant business experience
• Proficient in Microsoft and Office tools; specifically, MS Teams, MS Outlook, SharePoint, Excel, PowerPoint, and Word
• Knowledge of online marketing trends and techniques

Responsibilities:         

Mailbox support

• Monitors supports mailboxes daily (during the working week)
• Responds to support box mails quickly and professionally no later than 12 hours (during the working week) after receiving an email, but preferably sooner.
• Escalates any complaints, or difficult queries to the Account Director and Account Managers
• Regularly reviews and expands the “Frequently Asked Questions” document to include repetitive queries

Community Management:

• Monthly compilation of engagement plans for all allocated communities and panels
• Posting of signed off content to member hubs and member portals
• Monthly or more frequent quick poll updates on the portal & members hubs
• Assisting with the compilation and deploying of quick poll “Call to action” newsflashes
• The compilation of infographics and newsflashes
• The compilation of Member Satisfaction Reports
• The compilation of Health Reports
• Compiling quizzes or fun activities for the communities and panels
• Staying up to date with the latest trends in order to create new and exciting content executions for the Insight communities and online panels

Lucky Draws, Incentives and Prize management:

• Keeps track of prizes offered for each community / account in a central location
• To notify winners that they have won a prize and to collect their contact details to ensure prize delivery. The notification process must follow the process outlined in the ‘competition rules’ document for each community. The mailer template for each community needs to be checked and signed off by the Account Director / Account Manager.
• To compile and deploy a prize notification newsflash every month or more frequently when needed, to notify the community who the winners were. The prize notification must be checked and signed off by the Account Director / Account Manager.
• Ensuring the prize notification is loaded onto the respective portals and members hubs.
• Assisting the Office Administrator with ordering and purchasing any prizes
• Assisting the Office Administrator with arranging courier services and any follow up on delivery
• Under guidance from the Account Director / Account Manager, ensures an auditable trail is available for each community / account for prize management as proof the process was followed as per the ‘Competition Rules’ document
• Ensuring that the lucky draws are completed as stipulated in our competition rules
• Ensuring that all means of communication are used to follow up with prize winners
• Assisting with insight community, panel and adhoc prize options aligned with allocated budget
• Reporting on monthly prize management & fulfilment to Account Directors and Account Managers

Sales Support:

• Assisting Account Directors and Account Managers with drafting of sales proposals and sales admin activities.

Research Support:

• Survey testing on mobile, desktop and tablet for all surveys going to Insight Communities and online panel:
• To make sure that there is a redirect to the member portals and member hubs for each survey
• To ensure the survey is legible, the layout is professional and functional.
• To ensure that the wording is as per the electronic template and that there are no spelling or grammatical errors
• To ensure that any fields for digits e.g. mobile numbers, do not allow numbers which have more or less than all real possibilities.
• To check that images are sized correctly and that there is consistency in the layout
• To test for length of survey in minutes (once all testing complete)
• Provides bi-daily updates (or more often as needed by Research) on current projects in field for Insight Community and Panel Projects

Technical Knowledge / Product Knowledge:

• Understanding of key functions related to software used by the organisation:
• Sparq platform / Alida
• Survey Gizmo / Alchemer
• Maru

Other:

• Assisting with general research and administration tasks within reason i.e. Coding, wordles, etc.

Competencies:

• Ability to develop creative, engaging and original content
• Excellent written and oral communication skills
• Good customer service and interpersonal skills
• Excellent time management, organizational skills, confident
• Attention to detail.
• Ability to service several clients at one time
• Ability to work well under pressure and possess a high degree of tenacity.
• Aptitude for technology and software
• Communication and inter-personal skills
• Team player
• Can-do attitude