The roles that are described previously are an example of a team structure for a large and mature community and can be expanded on, depending on the specific needs of the company.
Generally we would expect large Community teams to be structured using the following roles:
Please click on each of the links above to view the different Community Manager Job descriptions.
For starter or smaller communities you clearly do not need this type of hierarchy in your team (of one), so we will cover a ‘stand alone’ Community Manager role description here.
The below should give a rough indication of what the Community Manager should spend time on:
Community Manager (Early stage/ Small community) – Job Description
Single-handedly responsible for the day-to-day running of a Community
- Is highly likely to be reporting to one of the following roles: CEO/MD/Head of Marketing/Head of Customer Experience/Head of Customer Service/
Responsible for / involved in:
- Managing the Community on a day-to-day basis.
- Ensuring that the Community is following the direction set in either by the Community Manager her/himself or in conjunction with the people the Community Manager reports too.
- Monitoring the sentiment of the Community
- Regular reporting of Community sentiment and agreed KPIs to the rest of the business.
- Selection of Super-Users, Community appointed Ideas Managers, Community appointed Knowledge Base Managers
- Member suspension decisions.
- Acting as the Community interface with Marketing, Social Media, R&D, Public Relations etc.
- Ensuring the Community is following the correct strategic direction inline with company direction.
Below is a breakdown of work carried out by a Community Manager operating in a full time capacity.
Forum Community: 50% (time spend)
Forums: Active Discussion Management and Monitoring
- Reading (Forum monitoring – sentiment, issue specific, business requests)
- Discussion posting and management. (Includes general posting as well as specific discussion (e.g.
- pre-prepared content).
- Company Specific Discussions and FAQ/Tips/Guides Management
- Community Behaviour and Analysis
- Ideas Management
- Blogging and Content (internal and community)
- Community Creative Content and Projects (community only)
- Community / Highly Engaged Member engagement
- Positive reinforcement (forum wide)
- Issue management
- Project work, Discussion support
- Escalating and mediating extreme, technical or account based forum queries
- Service issue management (some of this is accounted for in issue management PMs above)
Meetings, Wider Company involvement and Training: 30% (time spend)
- Meetings (Company and Team (very hard to keep at this low))
- Training (as and when)
- Out of Hours support – (arising issues, queries on evenings/weekends)
- Company Project Management
Reporting /Internal Projects: 20% (time spend)
- Process Documentation
Process improvement (e.g. Ops/CS improvements)
Now, this is I would map out a role for solo community manager and I really hope it helps, but you will need to think long and hard about what you need your new community manager to achieve and create your own path. I’d love to hear all about it too, so feel free to comment below and we can talk about it. If you want to find out more about what we do here at Standing on Giants and think we can help you, send us a message at firstname.lastname@example.org 🙂
ABOUT THE AUTHOR
With a background building communities at Sony PlayStation, I specialise in creating and running branded online communities that bring a touch of magic to the interaction between customer and brand. The result works both ways, with happier customers that feel honestly treated, and more insightful companies that waste less time and money on stuff no one wants.