Community Manager

Job description / Role

The Community Manager (ME) main role is building and developing strong and healthy Communities for the company ME Community Products, and to be the voice of the company externally and the voice of the customers internally.

This position requires the ability to work across a cross-functional team that includes product management, marketing, market research, editorial and public relations.

Responsibilities:

• Be the primary advocate for the Community within the company ME, making sure that community feedback is heard, and that product roadmaps and user communications reflect our users’ needs. Represent the company to the Community.
• Foster community health and engagement, through community moderation and other relevant short and long term initiatives to ensure that our community is healthy, satisfied and feels connected to the company. Enforce abuse policies where required.
• Foster strong relations with Customer Care representatives, ensuring that they meet service levels, and make accurate decisions (via calibration sessions).
• Be the go-to expert for any product-related questions Customer Care representatives may have.
• Provide user feedback to the product team and be the voice of the community during product development.
• Provide expert advice to Sales where relevant to ensure Sales partnerships are optimized.
• Proactively escalate issues, observations, opportunities, and insights to the executive team.
• Stay up to date on new social media tools, best practices and how other organizations and companies are using them, so that the company can continue to be an early adopter of these technologies.
• Participate in professional networking by following the prominent bloggers and online writers & attending events.
• Follow-up the issues and observations that are included in the complaints section in the forum, by either resolving or redirect it to Technical Support.
• Follow-up the disputes, which include either between members or between moderators and solve it.
• Follow-up issues related to forum guidelines and company policy, ensuring healthy and clean environment.

Requirements

• Strong passion for the community; ability to advocating on behalf of customer to build products that delight and exceed expectation
• Direct domain experience with internet-based community applications such as social networking, blog community, forums and online gaming and services.
• An understanding of web development and web functionality, to be able to explain processes to user and understand bug reports
• Excellent writing skills and ability to communicate in brand voice and successfully interact and build relationships with key customer audiences
• Strong problem solving skills, particularly in situations where resources are limited and quick response is required
• Strong communications skills.
• Strong interest in entertainment and showbiz news, tourism and traveling

About the Company

Sanaya Human Capital began in 2006, focusing on people and their knowledge. Specializing in corporate training, Staffing Solutions and business consultancy; Sanaya Human Capital serves the private and public sectors in the Middle East and North Africa.

Driven by some of the most qualified consultants and recruiters, highly specialized in their own market sectors, Sanaya Human Capital is dedicated to meeting and exceeding its clients’ demands and needs.

Based in Amman – Jordan, Sanaya Human Capital has a network stretched across the region. It has also built strategic partnerships with comparable recruitment and training corporations around the world.