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Facebook Community Manager, WhatsApp in Menlo Park, California

Intro:

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Summary:

We’re looking for someone who lives and breathes the internet - someone who is first to the memes, who knows their Bernie mittens from their Grogu tea.

WhatsApp is a fast, simple and reliable way to talk to anyone in the world. WhatsApp reaches over 2 billion people in over 180 countries that use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is not only free but also available on multiple mobile devices and in low connectivity areas — making it accessible and reliable wherever you are. It's a simple and secure way to share your favorite moments, send important information or catch up with a friend. WhatsApp helps people connect and share no matter where they are in the world.

We are looking for an experienced Community Manager to play a critical role in building and shaping the community around WhatsApp in Social Media. This person plays a significant role in building the brand in Social, ensuring that consumers are kept informed, up to date and close to WhatsApp. WhatsApp is all about closeness and emotional connection, so we want to reflect that in our Social channels. The Community Manager will be responsible for publishing content, replying to users, managing editorial calendars. With over 35 million followers across our Social presences, the Community Manager will be responsible for a large community!

The ideal candidate is someone who understands the emotions and complexities of communities, as well the technical functionalities of Social media. They will understand how to talk to people and when to get involved; they will understand why content works and what people are looking for; they will know how to ‘read the room’ and judge situations online.

They will have a proven track record in managing or contributing to Social content for a consumer facing brand, including copywriting, publishing and ‘listening’. The Community Manager will have the keys to the Social channels - so we’re looking for someone who has a strong attention to detail, despises typos, and will never ever leave their phone in the back of a taxi.

Required Skills:

  1. A passion for WhatsApp and it’s mission to connect the world privately

  2. Work with the Social Lead to build a content calendar for the week, and publish posts accordingly

  3. Work with the broader Marketing team to bring campaigns to life through Social

  4. Work with the content teams to deliver assets that are ‘Social first’ and optimised for each channel

  5. Use our Social insights and listening tools to identify great opportunities for engagement through replies, Stories and Fleets

  6. Understand the interests and behaviors of our community and how to best connect with them and keep them engaged

  7. Partner with Communications team to flag and escalate sensitive community responses and provide recommended actions

  8. Oversee a high volume of content creation (both internally and via agency partners) and plan for how this will be deployed within the editorial calendar

  9. Test and analyze results to measure the effectiveness of our efforts, with an emphasis on continuous optimization and iteration

  10. Liaise and manage processes with external moderation partners, including working in partnership to develop and implement best in class Community

  11. Understand the strategic role that Social plays in our Marketing strategy

  12. Work with our copywriting team to finesse language for posts and content

  13. This is not a customer service role, but the ideal candidate will be comfortable producing product education content in both outbounds and replies

  14. Understand the WhatsApp Consumer and their connection with the product to drive meaningful new product/feature adoption and greater engagement

Minimum Qualifications:

  1. 3+ years of experience running Social channels for a consumer facing brand

  2. Experience in copywriting for nuanced brand

  3. Experience in publishing and managing a content calendar

  4. Experience wearing both creative and analytical hats, putting forth best in class execution within a measurable and data driven framework

  5. Experience prioritizing tasks, manage deadlines, adapt with changing priorities, and balance short-term needs with long-term strategic initiatives in a fast-paced, ambiguous environment

  6. Experience in handling replies for a brand (whether for customer service or for general engagement)

  7. Experience spotting opportunities as they arise in response to cultural, media, or market trends

  8. Experience with Social analytics

Preferred Qualifications:

  1. Experience with Social tools - e.g. Khoros, Sprinklr, Conversocial

  2. International experience and knowledge of diverse cultural, social and business landscapes

  3. Understanding of cultural trends, memes and the internet landscape both in the U.S. and internationally

Industry: Internet

Equal Opportunity: Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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