Community Manager
Location: GB, LND, London
Employment type: Full-time
Required experience: Mid-Senior level
Required education: Vocational
Industry: Education Management
Function: Marketing
Salary range: 30000-450000
Company profile: At FutureLearn, we want to inspire learning for life. We offer a diverse selection of free, high quality online courses from some of the world’s leading universities and other outstanding cultural institutions.Our aim is to connect learners from all over the globe with high quality educators, and with each other. We believe learning should be an enjoyable, social experience, with plenty of opportunities to discuss what you’ve studied, in order to make fresh discoveries and form new ideas.FutureLearn is being built by experienced educators, disruptive thinkers, entertainment experts and geeks.  Our team combines years of experience building great online and mobile experiences for consumers globally.We are a private company wholly owned by the Open University, with the benefit of over 40 years of their experience in distance learning and online education. Our partners include over 20 of the best UK and international universities, as well as institutions with a huge archive of cultural and educational material, including the British Council, the British Library, and the British Museum.We are growing fast. We need people who believe that the opportunities of a great education should be open to everyone. We need people who want to be part of the challenge to break down barriers and inspire millions of people to continue their learning journey throughout their lives. And we want people interested in working for an innovative web company in a fast-moving sector.  Bring your skills, pioneering spirit and collaborative instincts, join our team and be at the forefront of this amazing adventure.
Description: Job PurposeThis is a great opportunity for someone to make a mark managing a lively, highly engaged community and taking the social potential of an exciting and fast-growing company to the next level. A very important role within the heart of the marketing team, it has a broad scope: publicly being the voice of FutureLearn on our social media channels, fielding customer service questions and creating and publishing content that will bring in new learners and inspire our existing audience. Within the company, the role supports the Marketing Team to activate our drive for learner acquisition.For a dynamic and focused person with a balance of creativity, direction and the strong organisational and analytic skills, this represents a chance to make a significant commercial difference for a company for which social is crucial to its vision.Key ResponsibilitiesContent MarketingAssist the Marketing Manager with the deployment of content marketing campaigns.Author high quality social content that will drive enrolments on FutureLearn courses, and motivate existing learners.Select and repurpose the best content from our courses to showcase their potential to appropriate audiences.Curate and share relevant social activity from other sources, including our Partners.Create and manage promotions and social media ad campaigns.Customer Service / Community ManagementMonitor and manage FutureLearn-owned social media spaces for comments and posts, responding in a quick, professional, helpful and authoritative way.Support specific courses and build specific communities around them.Raise awareness of new course announcements within target communities.Identify and build relationships with relevant social media influencers, particularly within target communities.Provide support during unscheduled peaks of activity, such as crisis monitoring, including out of hours where necessary.Ensure that FutureLearn’s messaging is scheduled to appear out of hours.Act as an advocate for FutureLearn on social media spaces, engaging in dialogue and answering questions where appropriate.SupportFollow and maintain guidelines and protocols for our activity: tone of voice, stock responses and use of automation where appropriate, time of day, level of interaction, degree of activity, mixture of messaging.Maintain community training resources, guidelines, and policies.Capture and curate learner feedback for internal reference and regularly report back to the business.Insight and AnalyticsUse of software to measure key analytics (e.g. acquisition, reach, engagement)Set goals and benchmarks for specific campaigns and report on their effectiveness.Keep up to do date with industry developments in order to maintain social community best practice in conjunction with our Social Lead.Identify trends / topical events and feed them back to the Marketing Team.Identify threats and opportunities in conversation surrounding the business, and feed back to the Marketing Team.
Requirements: At least three years professional social media experience (or less if exceptionally relevant).Demonstrable experience in using social media for acquiring new customers.Demonstrable experience composing and publishing high quality social media for a content brand.Demonstrable experience managing a social media community and applying good customer service principles.Experience repurposing content from other platforms/media (e.g. articles, videos).Great copywriting skills.Created and worked to content calendars.The ability to prioritise requirements under pressure.Some familiarity with image editing software.Advanced knowledge of social management tools such as Hootsuite, SocialBro, TweetDeck etc.Experience producing regular analytics reports using tools such as Google Analytics and Sysomos.Experience collating, editorialising and presenting social media content to different audiences.Keen understanding of social media security risks, methods and best practice.The Community Manager will...Live and breathe social media and appreciate what makes the medium unique.Display in-depth knowledge and understanding of social media platforms and their respective audiences and how each platform will be appropriate to specific goals.Understand the importance of social media to search.Display the ability to effectively communicate information and ideas.Have a track record in building successful communities and driving traffic using high quality content.Be familiar with standard MS Office software (Word, PowerPoint and Excel) and Google Business Apps.Have a passion for FutureLearn and the potential of our enthusiastic learners.Love the web and getting to grips with new tools.Send us your CV and cover letter detailing how you fulfil the criteria for this exciting role.
Benefits: We're constantly looking to add to the range of benefits that we offer staff at FutureLearn:Great annual leave allowanceFlexible working allowedPaid time off allowed for charity workPaid for work related training & developmentInterest free season ticket loansChildcare VouchersCycle to Work scheme
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