Community Manager & Web Strategist

Positions

Phase 1

Social Media / Web Strategist

Community Manager

Phase 2

Writers - Contracted out if needed

SEO

Reputation Management

Brand Management

Monitoring of web mentions

Communicating when applicable

Indentify user generated content

Competitor Management

Monitoring of web mentions

Maintaining competitor information database

Data Management

Establish effective metrics & report monthly/weekly

Aggregate Community feedback for use by Product Management

Analyze community data and metrics

Identify & analyze issues, patterns & trends in customer requests & product performance

Compile & analyze merchant usage data

Maintain an understaing of trends, feedback & metrics of similar commmunities external to the organization

Build out use cases

Community Management - Brand Advocate

Externally - Voice of the Company

Pushing brand awareness - Brand Advocate

Real Estate on all Social Sites

Facebook

Twitter

My Space

YouTube

Second Life

Presence in all applicable forums

Warrior Forum

VA Network

Google Groups

Yahoo Groups

Monitoring community

Trends

Opinions

Concerns

Indentify user generated content

Fostering community

Create an industry blog

Positioning as ecommerce experts

Run a company forum

Develop New Media

Podcasts

Videocasts

etc

Plan, manage & engage w/ community through a series of offline & online events

Innovate and develop new tools and channels to allow merchants to interact w/ each other and w/ staff

Communications

Serve as lead communication liason during issues/maintenance between technical groups, staff and community

Internally - Voice of the Customer

Internal Customer Advocate

Represent the best interests of the community in all company activities

Move community to heart of company

Ensure community feedback helps drive strategic priorities

Communications

Create and run an internal information blog

Provide real-time alerts and monthly reports to key internal stakeholders

Transfer information to appropriate departments

Bugs to dev

feedback/feature requests to product development

messaging effectiveness to marketing

FAQs to support

Proactively escalate issues, observations, opportunities & insights to the executive team

Evangelize & train staff on the value of the online community

Provide training & guidlines to encourage staff to join social networks