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Apprenticeship training course

Digital community manager (level 4)

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Information about Digital community manager (level 4)

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

Knowledge, skills and behaviours
View knowledge, skills and behaviours

Knowledge

  • Company brand, goals and commercial objectives in order to communicate effectively and appropriately with the wider community.
  • Expert level of familiarity with their product and brand in order to promptly address concerns and enquiries that are often complex and non-routine.
  • Social media platforms and their customer profiles, understanding that each platform caters for a different demographic of customer and that modifying communication to suit each platform can maximise the impact of the message.
  • Key competitors, wider trends and ‘hot topics’ in the relevant industry outside of own brand.
  • Internet forum software and content management systems.
  • Principles of data analytics and how to report findings.
  • Platform holder policies and best practice guidelines.
  • Company policy and standards.
  • Conflict management techniques and theories.
  • Demographics and how this impacts on online behaviour and communication
  • Neuro linguistic programming theory and practice
  • Understanding of best practice of community management in the relevant industry.
  • Working safely online and understanding that interactions with the online community are on the behalf of the organisation and not personal
  • Theory and practice of digital marketing, its role in overall communication strategy and how best to communicate a brand or product value
  • Cyber security, how to spot potential threats and protect data and systems as per company guidelines and current data protection regulations
  • Online security procedures as per company guidelines
  • Basic understanding of how to identify and deal with any malicious or criminal activity as per company and legal guidelines

Skills

  • 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

Behaviours

  • Proactively stimulate and drive customer interaction with their brand.
  • Attention to detail and a high level of accuracy.
  • Self-motivated and comfortable working autonomously with good self judgement in a fast paced, challenging environment.
  • Interest in current trends and innovations in the relevant industry
  • Reliable with a high degree of professionalism
  • Maintain a positive and friendly manner.
Apprenticeship category (sector)
Digital
Qualification level
4
Equal to higher national certificate (HNC)
Course duration
24 months
Maximum funding
£13,000
Maximum government funding for
apprenticeship training and assessment costs.
Job titles include
  • Community Manager
  • Consumer Experience Representative
  • Games Community Manager

View more information about Digital community manager (level 4) from the Institute for Apprenticeships and Technical Education.