Apprenticeship training course

Digital community manager (level 4)

There are 4 training providers who offer this course.

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.