Traits of a good Community Manager

A Community Manager does more than handling a bunch of social media accounts. Learn about what they do and how can they keep your business’ image in good hands.

The Community Manager is one of the most common positions in any digital driven company. They usually handle social media accounts, but a good Community Manager can do much more than publishing a bunch of photos or links. They can be the key to the company’s success in the digital world. In addition to knowing how to use social media as tools, a Community Manager should have skills like:

  • Strategy design
  • Process and project evaluation and management
  • Crisis management
  • Customer service
  • 2.0 tools
  • Copywriting

A CM will manage the voice of the company on the Internet and determines the public image of the brand on social media, which is pretty much a part of the company’s identity as much as its actions in the “real world” can be. This is not trivial and therefore requires training skills and technical knowledge.

Great empathy and communication skills are critical in the community manager. Given that their main function is to manage an online community by involving users, if they do not have good online communication skills, they won’t be able to do much. In addition, copywriting is essential, both for the publication of copies for social networks and for the creation of posts on corporate blogs.

The second key characteristic of this professional is empathy. Social networks must be managed by an empathetic profile, who knows how to put himself in the shoes of others and is always involved in finding the best solution to the needs and problems of his followers.

Moderation is another of the characteristics that companies will look for when they want to hire a Community Manager. An irascible and impulsive profile can do a lot of damage to the brand in the face of user criticism. Never escalate the conflict: the Community Manager is just another employee of the company who must pursue the solution of customer problems.

It is vital that the Community Manager knows their target audience, not only his current fans, but also potential fans. This way, they will be able to plan the strategy and determine which actions will be most successful among that audience.

And finally, the social media expert must be truly passionate about the brand and its products. You can’t possibly be able to engage others and convince them how great your brand is if you don’t believe what you’re saying yourself.