Community Development Specialist
The Community Development Specialist is the bridge between brand or media asset and its desired community or target customer. He/ She acts as the brand ambassador, engaging with potential customers while reinforcing relationships with existing ones. He creates community development and engagement plans, as well as content plans. He gauges sentiment from target customer of the brand or asset using social listening tools to monitor feedback and engagement. He builds customer loyalty by establishing and developing customer engagement using the development of forums, social media and other communication platforms. He also ensures that content is coordinated and aligned across all languages and platforms, communication of new content asset features across all channels and implementation of promotions, including brand activation in order to create buzz. He also manages contentious issues, public relations, media relationships and deals with enquiries across traditional and digital platforms. The work involves interpreting customer insights, planning community messaging and engaging the community. He has to be responsive in taking decisions regarding community engagement. He may be expected to travel as part of larger integrated marketing and community development campaigns. He is an expert at social listening, community building and engagement. He is comfortable in interpreting analytical insights to take decisions. He is expected to be an effective planner and engage with stakeholders in order to influence others with his ideas and plans.
Skills and Competencies
Technical Skills & Competencies
Generic Skills & Competencies
Critical Work Functions and Key Tasks
• Review customer insights and preferences to develop the community strategies for various brands and media assets
• Recommend the type of platforms, initiatives, content and messaging aligned with the marketing strategy
• Identify the relevant target customers for the various brands and/or media assets
• Adopt new approaches to community development and engagement to enhance customer experience
• Identify social media benchmarking tools that can be used to track performance of community development operations and specific
campaigns
• Develop key performance indicators for the community development and engagement initiatives
• Develop an understanding of reporting metrics to improve and strengthen community management activities and social content development
• Review customer activity within the community forums and benchmark them against competitor forums to understand the industry landscape
• Oversee the qualitative analysis on customer feedback within the community
• Identify the changes that may be required to improve performance of certain community platforms
• Advise senior staff on the use of new media
• Review customer insights and preferences to develop detailed community development and engagement plans
• Propose changes and use of innovative approaches and new media to enhance engagement and participation
• Oversee the development of calendar of initiatives and content calendar to implement community strategies
• Grow penetration into key platforms and media segments by collaborating with the marketing team
• Oversee the community development budgets and achievement of key performance indicators (KPIs) as per the plan and strategy
• Build partnerships with traditional and online players to develop initiatives that enhance community development and engagement
• Channel traffic to the community platforms to enhance community development and engagement
• Understand the principles and variety of online outreach, social media and influencer programs
• Identify innovative programmers to drive higher customer retention, loyalty and experience
• Drive the organization's sponsorship strategy for seminars and conferences on relevant industry topics
• Coordinate with content creation and other agencies to improve outreach initiative design and outcomes
• Define community guidelines, protocols and escalation matrices for managing crises
• Analyse a crisis situation and identify ways to manage the crisis with the use of new media channels
• Drive crisis management messaging using appropriate channels to minimize any worsening of the organization's brand reputation