The Multifaceted Role of an Online Community Manager
Think an online community manager only keeps conversations flowing? Think again. Moderating discussions is just a small part of a community manager’s job. They also engage in outreach to other communities, provide support, and advocate for both community members and their employer. As a community manager, you offer customer support, respond to questions and inquiries, and monitor online discussions about the businesses you represent. You serve as both spokesperson and ambassador for your company.
Reporting and Evolving Responsibilities
Online community management intersects with various departments, leading to some confusion about where community managers should report. The title “community manager” often serves as a catchall for those interacting with users of a particular product or brand, and the role typically evolves alongside the brand.
Keeping Communication Channels Open
Members join a business or brand’s community because they believe in the product or service. They seek to discuss best practices, receive discounts, and stay informed about news and updates. The hosting business is equally interested in understanding customer opinions, usage patterns, driving sales, and fostering word-of-mouth marketing.
