Content Management Analyst - Social Media
Company: Wolters Kluwer
Location: Jefferson City
Posted on: January 23, 2023
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Job Description:
**Basic Function**Requires in-depth conceptual and practical
knowledge within the Content Mgt/Publishing job family group. Works
independently under minimal guidance. Carries out a full range of
professional duties and solves moderately complex problems.
Exercises judgment based on the analysis of multiple sources of
information. Leads team projects or project steps within a broader
project or has accountability for ongoing activities or objectives.
Uses advanced analytical, technical and problem-solving skills to
adapt policies and programs and develop models to support small
projects or the team.**Essential Duties and responsibilities**As
part of our continued focus on improving our digital customer
experience we are looking for an experienced Customer Community &
Content Manager. In addition to the Customer Community the role
will also have responsibility for defining the maintenance strategy
for all post-sale customer enablement content that is accessed from
the Customer Community. In this role the successful candidate will
work as part of a virtual team to increase the usage of the
Customer Community and help make it the destination of choice for
customers when they need an answer to their product and support
queries. Primarily this will comprise of working with the relevant
product and service specialiststo define a calendar of content
activity, ensure customer posts and questions are actioned in a
timely manner and that customer feedback on the Customer Community
is gathered and addressed.The role also requires you to support
internal customers to help increase their confidence and
interactions with the Customer Community. We will continue to
evolve the Customer Community in the coming months and this role
offers a fantastic opportunity to help lead this evolution.
Improved searching, Gamification, AVA Chatbot and a new Learning
Management System are all on the future roadmap.+ Manage & monitor
the Customer Community posts and discussions. Provide support and
training for internal users on the Community+ Encourage internal
users to respond to posts and comments where required+ Build/source
a calendar of engaging & useful content to post on the Customer
Community working alongside business experts Work with the relevant
product and service experts to agree what content would be useful
to highlight in the Customer Community each week with the view to
aiding case deflection+ Work with the commercial team to agree a
communications plan for promoting upcoming releases along with new
features/enhancements+ Utilize Google Analytics and other BI Tools
to help drive adoption of the Community and enhance the experience
for customers Attend relevant J2C meetings to ensure that customer
access to our digital services is incorporated into our cloud-based
products+ Work with the Digital Customer Experience Manager to
agree what features and requests to include in the backlog to
further enhance the Customer Community+ Provide Customer Service
managers and the rest of the business with updates on enhancements
made to our digital offering. Also attend User Groups/Live
Webinars/Customer Focus Groups when required to update our customer
base+ Work with our Digital Marketing Specialists to ensure the
Customer Community remains on brand and that that any relevant
content posted on other social channels could be reused+ Work with
the Digital Customer Experience team and other stakeholders to
build and implement a content strategy for all online enablement
content, including online help, knowledgebase articles & eLearning
videos.+ Work with relevant stakeholders to enhance the look and
feel of our online help and to define the standards and quality
control procedures across all our digital content offering**Other
Duties**Performs other duties as assigned by supervisor.**Job
Qualifications**Education:Bachelor Degree in Marketing
Communications, Business or Information TechnologyExperience:+ 5+
years' experience in a communications or PR role+ Ability to
develop creative, engaging and original content+ Exceptional
written and oral communication skills+ Good customer service and
interpersonal skills+ Friendly and outgoing personality+ Knowledge
of search engine optimization (SEO) and web metrics+ Proficient in
word processing applications, spreadsheets, presentation software
and social media management tools+ Good judgment and
problem-solving skillsOther Knowledge, Skills, Abilities or
Certifications: (First list requirements, followed by
preferences.)+ Maintains the voice of the Wolters Kluwer brand in
all posts and interactions.+ Ensures all content being shared has a
purpose and meets the expectations and needs of Tax & Accounting
North American followers+ Schedules, posts, and engages customers,
partners and colleagues on all community content.+ Creates,
manages, and follows up with all contests, giveaways, and
promotions within Community+ Ensures community rules and guidelines
are being followed by all community members.+ Measures results of
all content and work on social (and makes modifications when
necessary).+ Keeps up with industry trends and updates made to the
platform at hand.+ Knows what audience members want and need out of
the shared community content.+ Displays a high level of emotional
intelligence and customer empathy when engaging with customers on
the community+ Creates a collaborative and engaging space for
followers and members to ask questions, get help, feel supported,
share ideas, provide feedback, and solve problems.**Travel
requirements**Up to 25% travel within the United States**Physical
Demands**(Include statements that indicate manual dexterity,
physical effort, working conditions or exposure to hazards required
by the job. Otherwise indicate "Normal office environment." If
desired, a more detailed ADA form can be
included.)**Compensation:**Target salary range CA, CT, CO, NY, WA::
$65,100-$90,150**Additional Information** :Wolters Kluwer offers a
wide variety of competitive benefits and programs to help meet your
needs and balance your work and personal life, including but not
limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA,
Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time,
and Paid Parental Leave. Full details of our benefits are available
upon request.EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S.
Corporation and all of its subsidiaries, divisions and
customer/business units is an Equal Opportunity / Affirmative
Action employer. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, national
origin, disability, or protected veteran status.
Keywords: Wolters Kluwer, Jefferson City , Content Management Analyst - Social Media, Executive , Jefferson City, Missouri
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