Head of Online Community

TalkNMore Communications Ltd (aka 24-7ContactCenter.com) is a Next Generation Multimedia Contact Center, BPO & NOC located in Kos Island, Greece. We provide call center & BPO services customized to fit the needs of our clients. We integrate personal integrity and a strong commitment to the values of service in everything we do – inside and out.

It’s our goal every day to combine an entrepreneurial spirit and innovative thinking to support our clients. Giving back to our clients, our associates, and the communities where we live and do business is an idea we take very seriously

The Head of Communities is responsible for overseeing the creation, management and development of the Company’s overall Social Engagement strategy, social platform and Communities team, including ensuring the ongoing implementation of an editorial engagement and community management strategy. This role coordinates with the internal Editorial, Marketing, Legal and Production teams to support their respective missions, ensuring consistency in voice and cultivating a strong community around the brand. The position involves creating and delivering engaging & successful social spaces on sites that are part of the Company’s portfolio, ensuring they are marketed within other relevant social networks, as well as evangelising a social framework throughout the company.

• Maintain & update the online community strategy, including the moderation policy, escalation and customer service procedures and community engagement and outreach initiatives
• Coordinate with the Product development team to plan and develop the community platform (for ex. forums, blogs, moderation tools), as well as taking ownership for the community platform roadmap planning
• Manage and support the Community Team, ensuring a superior quality of service and support to our readers and staff is provided
• Ensure the continued growth of all community spaces across implemented social tools, and the development of engaging editorial propositions
• Work with the Sales team to attract and implement commercial opportunities using the community platform
• Act as the advocate of the communities within the Company, influencing overall site and business strategies
• Develop analytics reports and collate data from Community Managers, presenting analysis and trends to all departments
• Monitor trends in online community tools, trends and applications
• Monitor the competition and be aware of market changes and developments

Requirements

• Creative, diplomatic, cool under pressure and fantastic interpersonal skills

• Strong project management or organisational skills

• Advanced knowledge and understanding of online community platforms and their respective participants (Forums, Blogs, Photo Uploads, Profiling etc.) and how they can be deployed in different scenarios

• Knowledge of the Company’s industry

• Experience leading projects to successful deployment

• Ability to effectively communicate information and ideas in written and verbal format to board level, and build and maintain relationships

• Team leader, with experience of managing potentially volatile situations

• Great technical understanding and can pick up new tools quickly

• Have a good knowledge of principles of customer service

• Editorial, Marketing, Legal experience, a plus

All your information will be kept confidential according to EEO guidelines.