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The Community Management role in the PWI Online Channels organization will help build, manage, and moderate an online customer community. This role will serve as a liaison between Fidelity and customers, establishing a personality and voice that compliments both, but ultimately advocates for customers. This role will also coordinate with internal editorial providers and subject matter experts, marketing teams, product managers, as well as customer service representatives and technology specialists.
This is a new position, to reflect the growing importance of connecting with Fidelity customers in socially-oriented online properties.
Primary Responsibilities
Act as an advocate of Fidelity in the community and as the advocate of the community within Fidelity, engaging in dialogues and answering questions where appropriate
Develop and implement communication plans and curate content to spark conversations (blog posts, articles, discussions, webinars, videos, etc)
Monitor and facilitate customer conversations to build brand visibility and trust - develop credibility and a knowledge of the subject matter
Manage community health and growth
Proactively identify and analyze issues and patterns and derive key insights from customer conversations
Lead strategy and planning / product development
Stay current with industry, competitive, and technology trends and translate this into actionable plans for Fidelity, including new innovations and applications for new technology
Identify how the community can help achieve unique business objectives
Develop an expertise in the core capabilities of the community platform, including operating policies and procedures
Moderate conversations and route customer complaints or other issues appropriately
Manage legal, regulatory and compliance processes
Be a team player - the Community Manager will also back up other roles on the team, including but not limited to other moderators, community managers, operations, measurement, and strategy as requested
Education and Experience
Bachelors degree required, post-secondary education preferred
10+ years experience in digital marketing or writing, with a strong focus on social media
Prior experience developing or managing a customer community
Financial services or investing experience strongly desired
Experience in corporate communication and/or customer service
Skills and Knowledge
Customer-oriented with a strong sense of empathy
Proven ability to manage and coach other people
Ability to work cross-functionally in a matrixed organization - ability to be persuasive and negotiate
Excellent written and verbal communication skills, especially to use the appropriate "voice" of Fidelity
Familiarity with financial industry regulations and compliance considerations
Ability to work through internal organizational barriers in a timely and proactive manner
Knowledge of how to create products for social media, develop hypotheses, use and test them, and implement changes with appropriate documentation
Excellent problem-solving and decision-making skills
Intuitive ability to translate ideas into well-honed strategic plans
Grace under pressure, ability to multitask and work under tight deadlines
About Fidelity Investments
Fidelity Investments is one of the world's largest providers of financial services. Founded in 1946, the firm is a leading provider of investment management, retirement planning, portfolio guidance, brokerage, benefits outsourcing and many other financial products and services to more than 20 million individuals and institutions, as well as through 5,000 financial intermediary firms. For more information about Fidelity Investments, visit www.fidelity.com.
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