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Digital Community Manager

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Course Level

Level 4

Course Duration

18 - 24 months

Location

Nationwide

Awarding body

BCS

Whats involved.

Course Overview

Facilitate and instigate direct communication online between the end-user or customer and the organisation.

The broad purpose of the occupation is to facilitate and instigate direct communication online between the end-user or customer and the organisation. The customers who are communicating with the organisation are referred to as ‘the community'. Digital Community Managers are the ‘public face’ online for an organisation, implementing their communication strategy to support its business objectives. This is achieved through the management of online media channels and delivering activities such as release information, updates and responding to questions from the community. Digital Community Managers deliver information and useful ideas from the community to their organisation and are the eyes and ears of the organisation within the player community. Conversely, they provide information from their organisation back to the community.

In their daily work, an employee in this occupation routinely works with multiple communities online. Information has to be delivered in the unique tone and voice of each community. The community can run from hundreds to many thousands of customers dependent on the size of the product or game. As they talk to a considerable number of customers with each interaction they have a huge responsibility to accurately and appropriately represent the organisation, a mis-step or badly handled communication can have a detrimental impact on an organisations reputation or revenue.

An employee in this occupation will be responsible for analysing and interpreting data from the community. Their evaluation of customers' behaviour and data is reported upwards in the organisation, feeding into future communication strategies and product direction. Digital Community Managers are responsible for reviewing their own work and understanding the impact of their communication in order to better inform future interactions. The nature of the work is autonomous as online communication is fast moving and often needs to be timely without requiring supervision. Therefore they have a high degree of responsibility and need to exercise good judgement for their own work within the parameters defined by their organisation.

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Whats involved.

What will you learn?

Module 1

How to Stimulate and Drive Customer Interaction

Developing attention to detail, accuracy, communicate clearly and ethical persuasion. How to listen, assess, engage and react to situations. Autonomous working. Planning and initialise content posts. Appropriate level of intervention to change behaviour in the event of a violation.

Module 2

Knowing your organisation

Includes branding and ensuring branding is on point, goals, commercial objectives and USPs of your products and services.

Module 3

Understanding Social Media Platforms

Includes going into depth on your customers profiles and demographics. How to modify communications to maximise impact through social media platforms.

Module 4

Community Management Having Effective Communication

Includes communication with the wider community and how to address complex concerns and queries to resolve conflict. Community management and the theory & practice of neuroscience-linguistic programming.

Module 5

Technologies

Includes: Internet forum software and contents management systems. Principles of data analytics and how to report findings.

Module 6

Our Businesses Operating Environment

Includes: Key Competitors and how to analyse them. Ours and our competitors USPs, wider trends, best practice ‘hot topics’ in your industry.

Module 7

Safety, Security and Resilience

Includes: Working safely online and separating out professional interactions to personal. Online security procedures and spotting threats to cyber and data security. How to identify and deal with malicious or criminal activity.

Module 8

Digital Marketing

Includes: Theory and practice of digital marketing, its role in overall communication strategy and how best to communicate a brand and product value. This apprenticeship covers the professional behaviours, knowledge and skills that are required of a Digital Community Manager.

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What now?

Can I apply for this course?

The entry requirement for this apprenticeship will be decided by each employer, but may typically be five GCSEs at Grade C or higher.

Some of the requirements may be:

Typically have five GCSEs at Grade C or higher.
Have been a resident in the UK/ Level 5 EEA/EU for the last 3 years.
Have Level 2 English and Maths or equivalent.
Be able to meet the programme modules through their job role.

Employers

How apprenticeships work for Employers?

From the outset, we communicate with you to find out exactly what your organizational requirements are, then find the best fit for the business and an individual who will bring value to the role instantly.

1

We want to engage with you

We will meet you in the first instance to find out exactly what your business needs from an apprentice, whilst ensuring that you have all the information you need from the outset.

2

Free recruitment

We will source high quality candidates that not only meet your organizational needs, but have the best personality fit and abilities to contribute to your office dynamics.

3

Ongoing support

Not only will we induct the apprentice, but we will offer ongoing support to both your business and the learner. We hold regular one-to-one sessions with our apprentices to ensure they are on the right track.

4

Delivery is important

We are versatile in our approach to teaching as we know every business has different needs, so we offer both academy-style support on a weekly basis, as well as distance-learning in the form of webinars.

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