C’est par l’intermédiaire de mon réseau Linkedin que j’ai fait la connaissance de Jerome.
A l’époque, Marvin, que nous accompagnons depuis un bon moment, recherche – sur nos conseils – un community manager. Nous mettons alors nos antennes en écoute afin de voir si parmi nos contacts nous pourrions avoir des conseils de notre réseau pour dénicher la perle rare. C’est ainsi que Jean repère Jerome avec qui j’échange rapidement quelques emails avant de passer à plusieurs longues conversations Skype pour lui parler de ce que nous cherchons. Puis viendront la rencontre avec Marvin et une visite en Suisse afin d’établir les conditions de cette nouvelle collaboration.
Aujourd’hui Jerome travaille chez Marvin. Il arrive officiellement dans 10 jours mais nous avons déjà collaboré ensemble notamment pour la mise en place de twitter et du blog. Si vous voulez en savoir plus sur lui, je vous incite à lire l’interview du cominmag.
Si décider une marque à recruter un bon community manager n’est pas facile, le trouver est encore plus difficile.
Il faut une personne capable de parler anglais à la perfection anglais, qui ait un sens du contact développé, une approche marketing mais pas trop commerciale et surtout une maitrise des outils 2.0. Bref, une telle perle est difficile à dénicher.
Pour ceux que cela intéresse, voici la job description que nous avions fait:
Responsibilities:
- Creatively and proactively assist customers.
- Serve as the initial point of contact for inbound requests
- Identify and analyze issues, patterns and trends in customer requests & product performance
- Help identify sales opportunities or partnership programs that can help develop the brand reputation and sales performance
- Transfer the information to the appropriate departments so that they can respond accordingly: bugs to quality assurance, new ideas to product development, messaging effectiveness to marketing, frequently asked questions noted
- identifying user generated content
- Author blog posts, articles, podcasts, videos and screencasts – whatever media you want to use – to generate visibility for the brand and encourage online conversations, namely through commenting or animation of social media
- Establish metrics & report on them on a monthly basis including recommendations
- Identify & engage advocates
- Proactively escalate issues, observations, opportunities, and insights to the executive team.
- Communicate issues, opportunities and insights to the company at large.
- Stay up to date on new social media tools, best practices and how other organizations and companies are using them, so that the company can continue to be an early adopter of these technologies.
- Participate in professional networking by following the prominent bloggers and online writers & attending events.
Qualifications:
- You love helping people and find it rewarding to solve people’s problems. Then you love to proactively use that experience to make the whole service better.
- You like working hard and thrive on the excitement of a goal oriented team
- You are an independent, creative self-starter who loves running with things while keeping everyone inside and outside the company in the loop.
- You love to write & enjoy sharing your ideas with others.
- You spend a lot of time online and stay up-do-date on new, fun things out there for web savvy users as well as regular people.
- You enjoy learning & are curious!
