Online Community Manager

This is a fantastic opportunity to join EEF's newly created Online Network Team, in the role of a Community Manager.

This an exciting time for our business, as we move forward into a new development phase that will be centred around the introduction of a digital community network. The project and its team are fundamental to our business growth plans and as such, will have high visibility throughout the company. Being a new team, with newly created roles, you will have a real opportunity to make the role your own and to develop and grow with us.

Your main purpose as a Community Manager - will be to promote, encourage and moderate discussions on our online networks/forum. You will ensure that service level agreements are met and maintained and connect with network members to ensure that maximum benefits of the service are realised.

Key responsibilities
• Act as the voice of the community
• Ensure questions on the network are answered promptly, effectively and closed off at an appropriate time
• Marketing the network and managing customer relationships who are on the network
• Mediate between members, encourage positive behaviour, build relationships, help difficult situations
• Develop procedures and system role profiles
• Linking network members with topic experts
• Analysis and reports on usage – making use of this data to create new threads and events
• Produce network training manuals (working with network provider)
• Identify & investigate any user issues and raise back to Relationship Managers
• Dealing with unacceptable network behaviours promptly
• Verify new users
• Linking effectively with other key EEF stakeholder teams i.e. membership, account management, service delivery and policy teams
• Network moderators, super users

Technical knowledge and experience
• Experience of working in a networking/collaboration role
• Customer oriented
• Identifying emerging themes on/for a network or online research experience
• Content writing experience
• Content management and content strategy design
• Experience of creating and managing a knowledge library/database would be beneficial
• Commercial awareness
• Tech savvy with internet/website expertise and interest – digital platform knowledge is desirable, but not essential
• Knowledge of the manufacturing sector is desirable
• Knowledge or experience of membership organisations would be advantageous
• As the role includes meeting with clients at varying sites a valid driving licence would be an advantage

We require all job applicants to share our company-wide commitment to putting the Customer First.

If you are invited to an interview, you will be required to demonstrate a good understanding and provide examples of having delivered high levels of customer service.