The Online Community Manager helps ensure the success of an online community for cancer research by contributing to the operations for every aspect of the community’s implementation, use, and ongoing support. Includes recruiting members; ensuring active participation; monitoring, analyzing and communicating about use; supporting member needs; and handling technical issues, updates, and new requirements. This position serves as the ACS voice behind the community—engaging staff to participate as members, communicating with external community members, supporting research program directors on the development and tone of content, and guiding the customer service experience. To be successful, the online community manager must have strong experience in social media, exceptional customer service skills, superior oral and written communication skills, and the ability to juggle a variety of responsibilities.
Recruits members
- Recommends, plans, and executes member recruiting campaigns.
- Liaises with vendor on emailing campaigns and guides in-house follow-up
- Facilitates onboarding of new members semi-annually.
Ensures active participation of members
- Posts new content using Salesforce Community Builder and other administrative duties
- Updates the community calendar and recommends strategy
- Creates and manages an editorial schedule for new content.
- Coordinates content production based on an editorial calendar. Includes planning, overseeing timely delivery, and supporting content producers in and out of house
- Recommends new content formats and topics, curates content, and may write nonscientific posts for an online community of cancer scientists
- Recommends, plans, implements community engagement campaigns, such as communication plans, gamification strategies, platform improvements, and special programs at events or conferences
Monitors structure and appropriateness
- Moderates online conversations, responds to flags
- Manages taxonomy of posts and content to optimize use
- Enhances page layouts and user interface using Salesforce Community Builder
Analyzes Use
- Primary resource for using Salesforce to produce, analyze, and communicate community performance metrics
- Run and distribute community performance reports
- Develop internal Society communications about community activities and accomplishments
Supports Member Needs
- Oversee the timely response to support issues and feedback from community members.
- Recognize trends and develop approaches to alleviate systematic problems.
- Guides community members to Society outreach and advocacy opportunities
Handles Tech Issues
- Liaise with the platform vendor or outside consultants to work through problems and implement enhancements and fixes
- 2-3 years of experience as an online community manager
- Marketing/social media knowledge, with a scientific interest
- Ability to analyze/interpret website traffic and online customer engagement metrics
- Knowledge of Salesforce Community Builder, strongly preferred
- Excellent written and verbal communications skills, writing experience preferred
- Working knowledge of SQL and HTML, preferred
- Self-directed, motivated, able to work independently
- Attention to detail and ability to multitask
SPECIAL MENTAL OR PHYSICAL DEMANDS:
- Work is normally performed in a typical interior/office work environment
- Limited evening and weekend hours may be required
- No or very limited physical effort required
- No or very limited exposure to physical risk
- Some travel may be required
We are committed to providing staff with fulfilling opportunities to learn, grow and make an impact in their local communities. We offer staff a generous paid time off policy; medical, dental and retirement benefits, and professional development programs to enhance staff skills.