[Sue]

Critical Mass is currently seeking a Community Moderator in Chicago. A Community Moderator is the voice of the company externally and the voice of the customers internally. The value lies in the community moderator serving as a hub & having the ability to personally connect with the customers (humanizing the brand), & providing feedback to multiple points of contact within the agency (planning, creative, media, etc). The Community Moderator also interfaces with our clients to obtain the latest news and information to share with CM and the online communities that we participate in.


Responsibilities:

• Creatively and proactively assist customers and prospects, serving as the direct answer or the connector to the answer.
• Manage a communication strategy around reactionary, anticipated, planned and integrated messaging
• Serve as the initial point of contact for inbound requests from online company properties & the web at large
• Identify and analyze issues, patterns and trends in customer requests & buzz around product & service performance
• Regularly share community insights & reporting to the appropriate departments so that they can respond accordingly.
o Aggregate community buzz ideas for product development, service/support/CRM, sales, PR, etc
o Analyze messaging effectiveness to marketing creative team – also share with analytics and marketing science team members
o Analyze social channels, platforms, sites and people to distribution team – also share with analytics and marketing science team members
o Aggregate community frequently asked questions and their changes over time
o Identify actionable, quality and usable user generated content
• Monitor online conversations and participate in them to build brand visibility and thought leadership
• Author blog posts, articles, feedback, tweets, ratings and/or reviews
• Collaborate with creative teams to support content creation for blog posts, feedback, ratings/reviews, video, tweets/microblogging, and branded landing pages (YouTube channel/Facebook Fan Page/ect) and influencer outreach
• Help establish metrics & report on them on a regular basis including recommendations
• Identify & engage advocates
• Proactively escalate issues, observations, opportunities, and insights through the right chain of command (major media and influencer response).
• Stay up to date on new social media tools, best practices and how other organizations and brands are using them. Regularly share learnings and format them for the following respective audiences: brand/client, creative, account and executive.
• Participate in professional networking by interacting with peers and influencers & attending events.

For lots more details about the job and how to apply go here