Dear fellow Community Management Professionals,
I’ve noticed some of us asking for job descriptions of our roles out there in the ether, like recently on the CMX Facebook group, including the job description VP of Community, sometimes also called Chief Community Officer.
Job descriptions for our relatively new area of expertise is something I’ve struggled with over the years – there is actually very little in terms of resources out there for our niche industry, and this seems to be a consistent subject. My own experience in having to define community roles is a testament to that – I share the pain!
It’s something I came up against while building teams at Sony Computer Entertainment, at mobile network giffgaff, and now at Standing on Giants, where our experience has been able to help a wide variety of successful clients.
Now, admittedly my view is deeply intertwined with how I run communities. But hopefully this will be helpful for others – even just as a starting point.
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.
Chief Community Officer / VP of Community – Job Description
Senior board-level appointment as overall head of all Community related activity, across all of the different businesses/divisions within a larger corporate.
- Board of company
Responsible for / involved in:
- Seeing that all Communities, throughout the business, are run efficiently and in conformance with the underlying principles and Brand guidelines of the company and the business being supported.
- Significant part to play in initial contacts with the different businesses/divisions within a larger corporate and all subsequent high-level business discussions.
- Sets the ‘tone’ and strategy for each Community.
- Responsible for the implementation of all developed best practice between various Community teams
- Plays a major part in recruitment and selection process for Heads of Community and Community Managers.
- Manages a number of Heads of Community. This includes mentoring, assessment and overseeing Head of Community administration tasks.
- Ensures on-going training and development for Heads of Community
- Point of escalation for Community Managers.
- Has oversight on the processes for selecting Community Coordinators
- Has an input in and a watching brief on projects or activities that span different Communities.
- Looks at trends and developments in the industry and the Community parent businesses, constantly seeking new opportunities for Community improvement.
- Acts as ‘Critical Friend’ to Heads of Community
So, if you’re looking to hire a new Community VP, I hope this was helpful! Next up we’ll take it a level lower on the pyramid with a job description for a Head of Community.
As always, comment below and if you’d like to find out more what we do here at Standing on Giants, send us an email any time at email@example.com
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.