The Community Caper: These Community Managers Stole our Hearts
January 26, 2015 | By Courtney Doman
The Community Caper
Community managers are a bit like the characters from your favorite heist films: They have a wide array of skills. They work behind the scenes. And when they’re really good—they make it look easy. There is, of course, one key difference. They don’t orchestrate elaborate plans to steal jewels, gold bars, or bags of cash. They orchestrate elaborate campaigns, social care programs, and engagement strategies that steal our hearts.
So for Community Manager Appreciation Day, help us celebrate some of the hardworking community managers that keep you connected with your favorite brands. Scroll through our slideshow to learn about ten awesome community managers. Want to share the love? Pin the post or share it on SlideShare.
Krista Bedosky, MRY
Like most community managers we know, Krista brings multiple skills and talents to her work. Her insatiable appetite for knowledge and commitment to growing her abilities are what sets her apart.
According to Natalie Rodic Marsan, Director of Community Strategy at MRY, “Not only is she constantly on the bleeding edge of internet and consumer trends, but she is always full of creative ideas that align perfectly with the brands she works on. Krista is constantly pushing herself and new ideas while encouraging others to join in. She is a professional blogger who also happens to be an accomplished photographer. She brings those skills to work for MRY's clients as well as the internal marketing team at MRY who are always happy to get more Krista time.”
Shareen Hill, INNOCEAN for Hyundai
Maintaining voice and tone across social touch points is a balancing act. One that Shareen Hill has mastered. According to Jon Budd, Senior Group Manager of New Media at Hyundai Motor America,
“Shareen rocks at balancing witty and creative engagement while maintaining the Hyundai brand voice.”
Recently, she played a major role in INNOCEAN’s Newsroom activation for Hyundai’s FIFA World Cup campaign, #BecauseFutbol. The outcome was tremendous, resulting in a 40% increase in brand followers on Twitter.
Kacie Campbell, Joyce Meyer Ministries
In less than two years, Kacie has more than doubled followers of the Joyce Meyer Ministries Facebook Page—from 4 Million to 8.8 Million people. How did she do it?
“For social, it's really about telling the pieces of that story the people want to hear. I wanted to know what the people needed & so I asked. We received tens of thousands of comments with a variety of topics…but it basically came down to 10 main areas of life (things like relationships, knowing God, battling fear…) that people wanted to hear more about.”
Nick Gayton, Staples
Nick brings a customer-first mentality to everything he does at Staples, which is a lot. He oversees Staples social customer care strategy across multiple channels, leads #StaplesInsiders, a social advocacy program which helps Staples associates maintain a consistent and valuable presence on social networks, and engages with customers directly, including the occasional “random act of kindness”, or influencer activation.
“Throughout my career I’ve always enjoyed working directly with customers and helping them solve their small business challenges. Social Media Community Management provides this opportunity on the grandest scale, and it guarantees every day is new, different and fun!”
Amelia Lerutte, Arbonne
In addition to managing Arbonne’s Facebook, Instagram, YouTube, and Google+ presence, Amelia monitors content from other social team members on Twitter, Pinterest, and international profiles. She also heads up training and enablement for Arbonne’s thousands of independent business owners, helping them use social to drive their business.
Her best advice for community managers? “Be flexible. In my mind, this applies to a lot of things in community management. Be flexible in your time because when you work for a global brand social never stops. Be flexible with your content. While planning ahead is a total must, be ready to shift gears if something viral or breaking happens on social. Be flexible on your responsibilities. Social media has so many touch points that you can easily find yourself working at an event one day and teaching an executive how to use Instagram the next.”
Kate Van Bockern, MMGY Global for The Beaches of Fort Myers & Sanibel
Kate started her career as a travel agent but developed a passion for social media. “…[A]ll of the biggest movers and shakers in the industry were on Twitter. Once I discovered Twitter chats, I found them to be so incredibly valuable for me to gain a vast amount of knowledge (and friends) in a short period of time.”
Twitter chats remain one of her favorite ways to connect with fans of the travel and tourism brands she manages, they are “a great resource for building trust, confidence, and a relationship between the user and brand.”
Misa Rahm and Ryan Mason, Spark44 for Jaguar
Brangelina. Sharknado. Liger. Sometimes the universe sees fit to make two incredible beings into a single, impossibly cool entity. So it goes with Misason. According to Spark44’s Elliot Darvick, “Misason is actually a team comprised of two community managers, Misa Rahm and Ryan Mason, but the portmanteau stems from the reality that they truly act as one. They have both brought to life the Jaguar ‘British Challenger’ tone of voice with consistency at scale, and they constantly enhance each other's ideas.”
What’s the best part of their job? “We often joke about how we will never be without friends because of everyone that we talk to on social for Jaguar. But there’s truth to that. It’s amazing to find people from all over who love your brand enough to converse with you on a regular basis. After a while, you feel like you get to know them. The exciting part is that they end up feeling the same way about our brand, too.”
Traci Cappiello, Local Guides, an official Google program
As a community manager for Local Guides, Traci Cappiello learns the ins and outs of cities to cultivate a community that helps millions of people every day. What advice does she wish she had when she got started? “I knew I’d be working on a global team with global community members posting really interesting content at all times and asking important questions, but I wish I had realized how OK it is to set reasonable limits on the time you spend online. In any position that’s always on, I need to set reasonable expectations for myself, which is possible with such a supportive team”
You’ll never find Traci without her Android phone and spare batteries. It’s her must-have gadget to stay connected and capture photos that can be shared on Local Guides’ social channels.
Hilary Allred, Discover Financial Services
Hilary Allred is family oriented. Whether it’s her actual family (“My passion is my family. Everything I do is for them.”) or the Discover Card Family, she does everything she can to make life easier for others. At Discover, Hilary focuses on, “brand management, social care, and doing the right thing for the customer.”
Doing the right thing for the customer means assisting them in the channel that they prefer help in. Hilary manages Facebook, Twitter, Google+, and the Cashback Bonus Blog profiles for Discover. She also manages chats and email conversations with customers.
Courtney is the Content Marketing Manager at Spredfast. She focuses on sharing smart social ideas and insights to transform the way companies connect with consumers. Courtney is a passionate football fan (supporting Arsenal and the USMNT), curious traveller, and ambitious home cook.
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