Apprenticeship training course

Digital community manager (level 4)

Facilitate and instigate direct communication online between the end user or customer and the organisation.

• Qualification level: 4 ; Equivalent to higher national certificate (HNC).
• Typical duration: 24 months
• Apprenticeship category: Digital
• Maximum funding: £13,000 ; Maximum amount government will fund ; for apprenticeship training.
• Also known as:
  • Community Manager
  • Consumer Experience Representative
  • Games Community Manager
• Skills:
  Skills an apprentice will learn

  • Actively moderate community forums, steering and encouraging debate and conversation in line with overall communication strategy and business objectives.
  • Communicate clearly, in writing, adapting the message in order to address the particular audience appropriately.
  • Work autonomously as online interaction and communication is fast moving and response to the community often needs to be delivered promptly.
  • Create and contribute to creation of assets for publication online including written, visual, audio or video to engage community.
  • Listen, assess, engage and react appropriately to an online situation or requests from the online community.
  • Use custom and internal forum software and Content Management System to manage and schedule posts and content delivery.
  • Craft the tone of communications to appeal to the different audiences on different digital platforms, in keeping with company brand and message.
  • Ability to deliver the organisations message and goals to the community in a manner appropriate to the community and forum
  • Analyse, interpret and evaluate the information and ideas that are raised by the online community.
  • Deliver what the community may regard as unwelcome information about a product, such as a game release, in a positive manner, protecting brand reputation
  • Deliver effective written communication when messaging the online community via forums and online media channels.
  • Use data analytics created by software packages and community tools dashboards to create reports for internal use
  • Identify and moderate users who violate the forum or company policy, intervening to change behaviour or issuing warnings, suspensions and bans as appropriate.
  • Ability to manage conflict positively.
  • Analyse and evaluate the information created by data analytics to review the effectives of their actions

Full information on Digital community manager (level 4) is available from the Institute for Apprenticeships and Technical Education.

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