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Sketch
,
London, Greater London
Social Community Manager
Overview
Job Description
Who we are Sketch is an award-winning platform that helps over one million designers, from freelancers to some of the world's largest teams, design better products every day. We're proud of where we've come from, who we are and where we're headed. What we do It's an exciting time to join our expanding Marketing team. We have ambitious plans in place for 2020 and need to recruit two experienced Social Community Managers to proactively nurture, foster and develop our online audience base. Our aim is to grow our brand profile on a global scale, retain and strengthen our position as an industry leader, and help our users design better products with Sketch. Marketing is made up of the following teams: - Copy and content; who educate and inform our users at every stage of their journey. - Community and events; who put Sketch at the heart of major design conferences and local meetups. - Web and digital; who grow and shape our web and digital presence. - Social; who manage and develop our channels to reach and engage global audiences. What you'll do As Social Community Manager, you'll take full ownership and responsibility of the day-to-day management of our priority channels (Twitter, Facebook, Instagram, LinkedIn and YouTube) and forums (Spectrum and Dribbble). Your role is 100% focused on our customers - making sure that we're always present, always responsive and helpful at all times. In addition to responding to posts, you will be expected to proactively seek out new customers and untapped opportunities to help grow our customer base. You will also be expected to work collaboratively with our Social Media Managers to curate and schedule content. What we're looking for Our online community is vast, engaged, and active, and you'll be at the heart of it. You'll not only respond, but guide conversations and start new ones. If you're the kind of person who thrives on good conversation and interacting with online communities, we want to hear from you. You should have excellent communication skills, be adaptable, have a calm disposition and a desire to solve other peoples problems. And on top of this - be a team player. Our team works remotely and communicates mostly in writing, so you will need to have an excellent grasp of written English, great communication skills and be comfortable working in a remote position. On a typical day, you will * Provide support for our audience base and customers on a range of issues from product to licensing. * Build one-on-one and one-to-many relationships between our audience members and brand. * Provide value to our customers beyond a product or service. * Boost customer interactions, conversions, and sales. * Gather intelligence about our customers and what they want, expect, and need in terms of content, products, services, and support. * Increase brand and product awareness among our target audience. * Curate and schedule content in accordance with the Social Media Manager's plans. * Generate detailed reporting - based on daily, weekly and monthly themes and insights. Essentials * 2+ years in a social media community role, or similar * Excellent working knowledge of Twitter, Facebook, Instagram, LinkedIn and YouTube * Proven experience in building relationships with customers (or industry professionals or journalists) * Experienced in planning and leading community initiatives * An appetite to keep up-to-date with social media and digital trends * High level of attention to detail, critical-thinking and problem-solving * A customer-focused mindset and the ability to empathize * Good copywriting skills with an understanding of the importance of a brand voice - and experience of active application * Excellent knowledge of written and spoken English * Able to prepare social media reporting with a high level of accuracy - specifically monitoring, tracking and reporting on customer feedback, online reviews, inbound traffic by theme. * Enjoy working in a fast-paced, dynamic environment with lots of other talented people * Able to work and communicate as part of a remote, but close-knit team * Located in Europe or the Americas (with working hours that cross over with Europe) Bonus points * Knowledge of online marketing * An understanding of GA * A working knowledge of Sprout * A good knowledge of Sketch, both the product and the brand Even if you're not able to tick all of these boxes , we would still love to hear from you.