Community Management -What Skills Make a Great Community Manager?
The next segment in our Community Management mini-series is our latest question – what skills make a great community manager?
What is a Community Manager?
Community Manager Skills are varied – that’s the art. You are a project manager, a customer service adviser, a therapist and a mentor all at once. A community manager has a key role within organizations, particularly those that are heavily involved with online communities or social media platforms. This role focuses on building, growing, and managing a brand’s communities across various channels. Here are some of the main responsibilities and aspects of a community manager skills and job description:
Engagement
- Interaction: Part of the Community Manager Skills are about interacting with community members through comments, messages, and posts, ensuring that members feel heard, valued, and engaged.
- Content Creation: Community Managers often create or coordinate content that is relevant and engaging to the community, such as posts, blogs, newsletters, and videos.
Growth and Development
- Strategy: They develop strategies to increase community engagement and growth, analyzing what content performs best and how the community responds to different types of engagement.
- Recruitment: Community managers work to bring new members into the community and retain existing ones, often through promotional campaigns and outreach initiatives.
Moderation
- Conflict Resolution: A huge part of Community Manager Skills is conflict management within the community, ensuring discussions remain respectful and productive.
- Guidelines Enforcement: Community managers enforce community guidelines, making sure that all members adhere to the rules laid out for behavior and interactions within the community.
Feedback and Insights
- Listening: An important part of the role is to listen to the community’s feedback and relay important information back to the organization to help improve products, services, and community engagement strategies.
- Analytics: Community Managers monitor and report on metrics related to community engagement to gauge the ‘health’ of the community and effectiveness of different strategies and content.
Event Management
- Online and Offline Events: Community managers often organize and host events for the community to enhance engagement and strengthen relationships among members and between members and the organization. This includes pop-up events.
Customer Support
- Support and Direction: Community Managers often act as a first line of support for community members, directing them to appropriate resources or departments for their queries and concerns.
Brand Representation
- Voice of the Brand: Community managers completely represent the voice of the brand within community platforms, setting the tone and maintaining the brand’s reputation online.
What skills make a great Community Manager?
We asked our Community Managers what skills they think are important to the role:
As you can see, our community managers are passionate and considered about this topic. They are also responsible for recruiting new community managers, so they know what to look out for and what they think is important on the matter.
Community managers play a crucial role in shaping a brand’s public persona and developing a loyal customer base. Their work is incredibly important to building a strong, active, and sustainable community that supports the brand’s broader goals. They wear many hats and have to be constantly able to adapt. It isn’t easy, but we have been lucky that our team are great at what they do.
If you want to see them in action or ask advice on how to manage your community, reach out to us below.
