What does a community manager do on a day-to-day basis?
[This is part of a question series for CMX Summit to highlight exciting careers in community management. If you are interested in a career in community management, now would be a good time to ask a question of your own!]
For a lot of young people it’s hard to imagine what the real day-to-day activities of a job are until you try it out. Please share with us what your typical day looks like. If the answer is “it’s always different”, please share some examples of things that it might include. What time do you start work? What do you do first? #community-management
Overall, a community manager needs to manage a brand and/or company image on Social Media.
On a daily basis it means doing multiple things such as:
- going to the Facebook/Twitter/Snapchat/Instagram/Youtube accounts of the brand/company and
- post relevant content, and content that will generate response (likes, retweets, etc.)
- moderate the comments posted by followers, for example reply to questions posted as comments, reply to negative comments in a appropriate way
- analyze the feedback of different post (which posts got the most/less feedback for example)
- plan in advance the content you will post based on future events.
- be responsive/quick and post content related to on-going events
- create live discussions with followers.
I hope this will help!
On a day to day basis, you may be responsible for:
1. Amplifying the voice of the community : Listening, capturing feedback and responding to the communities needs or asks that might involve like company product gaps, common customer complaints, or pricing challenges by market. Your job would be to categorize, summarize, prioritize feedback in order to funnel the community feedback to the right stakeholders in the business through amplification of individual voices to business decision makers who can help solve for those needs.
2. Developing and administrating community satisfaction surveys: Then doing the data analysis and reporting on the results to inform new business objectives or to course correct on defined business outcomes that are not being met.
3. Developing and executing on the readiness plans for the community: You may be responsible for the execution excellence for a given community within a corporation. The titles, roles and responsibilities within the community may vary, but your job may be to help the community obtain a certain level of capability and as a result, you may develop and administer a learning plan for the community. For example, you may recognize a gap in the communities professional selling skills as it relates to digital/remote customer selling and decide to launch a series of community readiness events that will help the community close the identified capability/skill gap. The readiness event outcomes should be measurable and have a direct positive impact against one or more company measures of success (i.e. increased quality of sales pipeline, increase deal closure % rates, etc.).