The roles that are described in this series 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:
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 as a separate article.
The first two roles have a strategic focus and are the business interface between the community and the company. The Community Manager and Community Coordinator roles have a more detailed view of their workload.
Please click on each of the links above to view the different Community Manager Job descriptions. On this page, we’re taking a closer look at the Community Manager role.
Community Manager – Job Description
Responsible for the day-to-day running of a Community, including management of a team of Community Coordinators.
- Head of Community
Responsible for / involved in:
- Managing a team of Community Coordinators on a day-to-day basis. Setting work rotas, assigning projects, monitoring and mentoring.
- Ensuring that the Community is following the direction set by the Head of Community.
- Arranging on-going Community Coordinator training and development.
- Monitoring the sentiment of the Community
- Regular reporting of Community sentiment and agreed KPIs to Head of Community.
- Active participation in recruitment of Community Coordinators
- Active participation in selection of Super-Users, Ideas Manager, Knowledge Base Manager
- Collaboration with Community Coordinator in Community member suspension decisions.
- Act as ‘critical friend’ to Community Coordinators
- At a practical level, acts as the Community interface with Marketing, Social Media, R&D, Public Relations etc.
- Receiving guidance from the Head of Community and ensuring the Community is following the correct strategic direction.
Below is a breakdown of work carried out by a Community Manager, operating in a full time capacity. (usually operating in a team of Community Managers)
Forums: Active Discussion Management and Monitoring
- Reading (Forum monitoring – sentiment, issue specific, business requests, checking Community Coordinators)
- Discussion posting and management (depending on service/product launches/issues of the week. Includes general posting as well as specific discussion (e.g. pre-prepared content).
- User Generated Content Management (Collaboration Projects)
- Community / Highly Engaged Member engagement
- Positive reinforcement
- 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, Team Management and Training:
- Meetings (Company and Team)
- Team Project Management
- Day to day Community Coordinator help
- Out of Hours team support – (arising issues, queries on evenings/weekends)
Coordinator Tasks / Projects:
- Workload Reporting
- Community Coordinator Training and Process Documentation
- Community Coordinator process improvement (eg Community Coordinators <-> Ops/CS
- Knowledge Base
- Database improvement / community reporting
I really hope this helps you if you’re in need! We’ll next look at the entry level role in our series – The Community Coordinator role. Comment below if you’d like to talk about anything here and if you’d like to find out more about what we do, send an email to firstname.lastname@example.org and we’ll get right back to you :).
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.