From Fortune 500 corporations to mom & pop shops, community management is arguably the most pivotal function of any social media team. A brand is the sum of its parts and oftentimes the person behind the social channel becomes the eyes, ears, voice and face of your brand’s online footprint. Choose carefully.
I’ve been lucky to meet, work with, teach and even learn from some of the best Community Managers in the industry. Whether you’re looking for new talent or assessing the performance of your current roster, these are 15 signs of a great Community Manager:
- They have immediate access to the pulse of what’s going on in your industry and among your customers. A great Community Manager doesn’t wait for the weekly company buzz report, they write it.
- They have empathetic eyes, possessing an ability to view online content and campaigns from the consumer’s perspective. They know their audience and continually seek ways to improve the customer experience from the inside out.
- They don’t just seek ways to improve (see #2), they actually act on solutions. Great Community Managers have a bias for action.
- They are multilingual when it comes to media. They produce videos, pictures and promotions with the same ease as writing posts and articles.
- They have a passion for engagement and conversing with customers that is infectious. They overwhelm you with creative ideas and are a constant source of good thinking.
- They are “professionally offended” if their content fails to get engagement and immediately seek constructive ways to do better next time. Great Community Managers never stop optimizing.
- They spend more time conversing with customers than sitting in a room talking about them. They monitor your social channel metrics daily and don’t depend solely on Radian6 to be your online ears.
- They regularly scrutinize your brand, your peers, competition and influencers to garner ideas of what can be done better or differently.
- They love to test, learn and derive insights from new technology. Change doesn’t paralyze, it invigorates.
- They are mobile-savvy and equally comfortable engaging on a phone or tablet as a desktop. They have created the proper barriers between the work account and their personal accounts to prevent social snafus.
- They engage on evenings, weekends and holidays to ensure your brand has a human voice that participates in relevant cultural and industry happenings. They do this without being asked.
- They know your company’s vision and can clearly articulate your strategy and how social impacts all of the above.
- They have an urgent desire to amplify your online presence tempered with an understanding that it takes time to grow. Great Community Managers are patiently impatient.
- They spend time each day reading about trends, happenings and people in order to develop a perspective for your brand.
- They have an expert understanding of each social channel’s publishing, reporting and administrative tools. Don’t assume this is common knowledge.
Perhaps the best sign of a great Community Manager is fairly simple: they read lists like this and immediately identify key areas where they can do better to help your brand. I’m grateful for the great folks I know.
Are you a Community Manager? Let me know what you think of the list and what indicators you think are valuable when looking for competent talent in this emerging space.