Online Community Manager Role

What Next, Coach? (WNC) is looking for a bubbly, organised, creative and forward thinking individual who is interested in entrepreneurship and community engagement to join our team as Online Community Manager (OCM) and act as primary interface between WNC and its prospective & current members.

 

The primary role of the OCM is to facilitate a strong and engaged membership. The OCM is the main contact for all WNC members and prospective members regarding their membership enquiries, applications and renewals. They are responsible for efficiently providing membership administration and support services to all WNC individual members.

The OCM will be expected to propose and implement membership recruitment strategies (in collaboration with the Managing Director). They will act as the primary point of contact for all enquiries about individual membership, providing an excellent level of service, converting prospects to members and ensuring current members renew.


The OCM will be superb at maintaining an efficient membership administration, including updating the database, analysing and reporting on the membership evolution and the state of the membership. They will work with the Managing Director to develop and deliver processes and activities to achieve an effective membership renewal process and meet retention and recruitment targets.

Roles & Responsibilities of the Online Community Manager​​

  • Work with the Executive Director to develop and implement membership recruitment strategies.

  • Deliver an excellent level of service to members, ensuring well-informed and prompt response to membership enquiries, cost efficiency and system development.

  • Develop a thorough knowledge of WNC members ensuring we identify any emerging trends, aspirations, behaviours and needs.

  • Develop and implement tools, channels and activities to ensure a smooth membership sign up and payment process, as well as strong membership engagement, whilst accurately maintaining, recording and updating the CRM database.

  • Work with the Accounting Department to ensure correct processes are in place to maximise the efficiency of the CRM in terms of membership subscription payments including via payment processors e.g. Paystack

  • Send out reminders, and follows up on payments.

  • Ensure the CRM database and individual membership records are maintained in line with NDPR.

  • Provide regular data and statistical analysis to the Executive Director regarding recruitment and retention activity such as: new member route, recruitment & retention results against target, potential and actual lapses.

  • Provide consistently high-quality customer service to members and prospective members through all forms of communication including: phone, email, social media, letter and face-to-face.

  • Develop a thorough knowledge of the CRM database system. Train other staff on database inputting and data extraction where necessary.

  • Responding to all tasks set by the WNC Managing Director in a timely and effective manner; to assist/cover other staff members when required.

  • Attendance at team and organisational meetings as required

  • Undertake all duties and responsibilities in compliance with the rules and regulations encompassing Equal Opportunities and the Staff Rights and Responsibilities.

  • Any other duties as may be reasonably expected, and which are commensurate with the level of the post.

Experience & Skills

Knowledge, skills and abilities:

  • A good knowledge of office practices, administration, marketing and customer service skills and techniques

  • Keen attention to detail and accuracy in recording statistical data and providing reports

  • A good knowledge of scheduling apps & programs to manage online postings on different platforms.

  • Able to establish and maintain good working relationships with other departments, members and suppliers

  • A good knowledge of the basics of using Social Media platforms

  • Excellent written and verbal communication skills, to include phone communication skills.

  • Able to prioritize multiple tasks and meet tight deadlines.

  • Technology literate:

    • Able to use a variety of software including word processing, databases, spreadsheets, desktop publishing, teleconferencing etc.

    • Familiar with using email, e-marketing, e-discussion groups, web updates, etc

Disposition

  • Interested in marketing, small business development and brand building

  • Willingness to learn

  • Ability to take initiative

  • Confident person, able to communicate with people at all levels

  • Customer-focused

  • Friendly, approachable manner

  • Good team player​​

Other

  • Own a working laptop and smartphone

  • Must be available to work occasional evenings and weekends, as required

Location
Candidates based in Abuja will be given preference, however this is a largely remote role.