Community Coordinator

2 weeks ago

Chennai, India IDP Education Ltd Full time

POSITION TITLE:
Community Coordinator

SUMMARY

You're a moderator, ambassador and companion, and customer service is your jam. The Social Media Community Coordinator is responsible for developing and nurturing IDP Education’s digital communities and creating advocates. The role is responsible for maximising the use of online channels to support our customers by providing them with the right information and guidance to achieve their study and career ambitions, at the right time. Your primary purpose is to manage social platforms and encourage user engagement in online communities. Developing and implementing strategies to drive engagement is a key element in this role.

ABOUT YOU

You are obsessively committed to customers. You're a critical thinker, you're flexible and you move fast. Social media is complex, but this doesn't faze you. You set goals, interpret analytics and interact with the online community. One minute, you'll be drafting a post and the next, you're responding to a customer request.

You pride yourself on your communication skills and intuitively know what to say in order for people to feel supported and understood when they're anxious, nervous or frustrated. You have your finger on the pulse of the latest trends and use your aptitude with social media monitoring tools to encourage engagement across our social media accounts, digital channels and communities.

You take a moment to consider the situation and possible impacts. You then create a constructive, supportive and beneficial solution that helps the customer and the brand.

ABOUT US

IDP is on a mission to build a global, connected platform that guides international students into the lives and careers of their dreams.

IDP is a co-owner of IELTS, which supports our test-takers’ study, migration, and professional ambitions. We not only jointly provide the IELTS test, we help test-takers prepare and gain confidence through IELTS support tools and guidance.

We’re a new team within IDP, with a vision to create experiences that help students and IELTS test-takers understand their options, choose their path, and reach their goals. We’re embarking on a new journey with IELTS to provide a seamless, transparent, personalised customer experience that puts the test-taker in control of their outcome.

Across our many channels and throughout our global network of content, social media and marketing practitioners, we aim to create an experience that is personalised, connected, and human. With your help, our customers will feel in control and inspired.

You’ll be supported by a content strategist, social media specialist, multimedia designer, UX designer, content designer, data and analytics expert, and the Chief Digital Marketing Officer. (You’ll also have the support of the entire IDP network across the globe.)

AND THE ROLE?

You're not only an advocate of IDP Education, you are the voice of IDP Education. You play a major role in the public face of IELTS and Student Placement communities, showcasing every day that we are approachable, trustworthy and empathetic. You use your toolkit to show support, provide reassurance, simplify the process, and guide customers through their experience.

KEY AREA. What you’ll do

Community management and strategy
- Manage online communities on SP and IELTS digital channels such as web and app, and social media platforms such as Facebook, Instagram, Twitter, YouTube, TikTok, Quora and Reddit.
- Respond to messages, queries, complaints and customer reviews on digital channels.
- Grow a community of advocates by participating in discussions and listening to current customers.
- Proactively prepare response documents ahead of campaign releases and keep network up to date with guidelines.
- Develop and implement strategies to increase customer engagement on social media.
- Contribute to the creation and implementation of the social media content calendar and promotion of integrated campaigns.
- Use analytics tools to monitor performance in line with social media metrics, including community engagement and brand sentiment.
- Summarise insights and online conversations into actionable reports that lead to optimisation objectives.
- Support the integration between online peer support communities and IDP Education digital assets including web and app.
- Ensure the quality of IELTS and Student Placement content and social comms are on brand (verbally and visually), that they reflect our values, and are customer focused.
- Work collaboratively with other IDP Education teams to ensure effective sharing of knowledge and brand guidelines. This includes working with Customer Experience, Central Marketing, Digital Marketing Managers, Content and Social Media practitioners, and Test Centres/Counsellors.

**Online conversation and reputation management**
***:

- Be helpful. Educate and inspire. Respond empathetically. Grow a positive community.
- Help dispel myths with positive promotion of correct information in

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