Community Management/Engagement Specialist

Management Toronto, Ontario


Position at Toronto School of Management

Community Management/Engagement Specialist

As a community management/engagement specialist, you will lead and coordinate the day-to-day community and organic activities for our institutions to grow our online communities around the world with the objective to engage prospective, current students, and alumni.

Job Responsibilities

  • Lead the coordination of community management for all social media channels and online reviews across multiple platforms
  • Develop and implement an efficient system to manage community management requirements, including response guidelines, escalation process, and leads tracking
  • Optimize available social media marketing tools to improve efficiency and manage all accounts effectively
  • Work closely with Communications and Marketing teams to capture the institution’s tone and voice to maintain strong branding in responses to enquiries and comments online; assist communications team as required
  • Act as next point of escalation for stakeholders when responding to direct messages and comments on all social channels
  • Provide community support to the wider team during key organic campaigns and activities like Facebook, Instagram Live, Tik Tok, Zoom, webinars, and other on-campus/off-campus events
  • Provide regular reporting on notable mentions, online feedback and reviews from students and potential leads to ensure we’re achieving our recruitment and brand awareness goals
  • Explore new and innovative ways to connect and engage with our target audience via comments and direct messages on social media to increase online visibility and ensure high community engagement
  • Cultivate existing student, alumni communities, and other forums to increase participation and to assist the social media specialists in gathering and producing user-generated content such as student/alumni features, interviews, photoshoots, IG takeovers
  • Any other tasks as assigned
Knowledge and Skills
  • University degree/Graduate certificate in marketing, PR, communications, or a related subject or equivalent
  • Fluency in English, both speaking and writing
  • Excellent verbal and written communication skills
  • Advanced knowledge of mainstream social media platforms including Facebook, Instagram, Twitter, LinkedIn, YouTube, TikTok and Google Reviews
  • Familiar with online reputation management strategies and understanding of crisis communications
  • Proficiency with Office 365 suite and Google Drive
  • Familiar with marketing channels and online marketing strategies
  • Strong organizational skills and attention to detail
  • At least 1-2 years in a B2C or B2B role within a company or agency
  • Demonstrable social media experience (community management, campaign development or content creation)
  • Previous experience in a community management or chat support role
  • Previous experience working with multiple stakeholders across a variety of roles