Location: San Francisco, CA
Position Description
LeapFrog Enterprises is seeking a highly motivated, organized, and proactive Community Manager to grow the existing LeapFrog community and establish new online communities.
Reporting to the Director of Product Marketing, this individual will be responsible for managing LeapFrog’s online communities, forums, blogs and user generated content. The Community Manager will work closely with PR and other teams to manage promotions and programs to deepen user engagement and usage of LeapFrog’s web sites.
In addition to managing LeapFrog’s communities, the Community Manager will be responsible for managing customer feedback across LeapFrog’s web sites. The Community Manager will develop processes and work closely with the Customer Service team to effectively identify and manage customer issues.
Candidates should have a passion for social media and solid experience as a moderator of an established online community. Awareness of the latest technologies and techniques used in building and maintaining successful communities and a strong understanding of social networking trends is also necessary.
The ideal Community Manager will be a good team player with excellent communication skills.
Responsibilities:
- Establish and maintain communication with the user community and moderate user-generated content.
- Read and respond to posts, write posts and generate other site content as needed
- Manage promotions and contest program. Work with marketing and product team to develop new programs
- Solicit, track and report community feedback to internal groups and stakeholders and make related recommendations for growth areas and improvements
- Investigate open topics and provide regular community site reports
- Manage analytics program for LeapFrog communities
- Manage customer feedback across LeapFrog’s web sites
- Manage the relationship with vendors of community and customer feedback tools and applications
- Maintain effective relationships with PR, Customer Service, Editorial and other teams throughout LeapFrog
- Assisting other members of the Web Team with community-related tasks
- Work with product team to build out new features to expand LeapFrog’s websites
- Other responsibilities, as assigned
Qualifications:
- 3+ years professional experience in online community management, PR and/or customer service or working on the marketing of a consumer-focused web site
- Expert in encouraging communication and maintaining policy within social media applications (forums, blogs, etc.)
- Excellent listening, written and verbal communication skills with a portfolio of online writing samples
- Technical knowledge of web applications, online community platforms and software and customer feedback tools
- Strong customer-service skills and a professional attitude
- Strong time-management and organization skills with the ability to manage multiple concurrent projects and responsibilities
- Excellent attention to detail, diligence to consistently follow up on open subjects in the community and an ability to complete tasks on time with little supervision
- Ability to exercise good independent judgment and discretion
- Flexible, responsive team player capable of achieving high quality results
- The ability to communicate effectively with PR, Customer Service, Product, Web Development and other teams
- Bachelor’s degree (BA/BS)