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Fresenius Medical Care North America Community Manager in Waltham, Massachusetts

Job ID 21000936

Available Openings 1

PURPOSE AND SCOPE:

The Community Manager is part of a collaborative customer experience team focused on defining and building a world-class experience for all Fresenius Medical Care North America (FMCNA) customers (patients, customers, employees, physicians, partners). The Community Manager plays a key role in all initiatives associated with internal and external community management, ensuring positive engagement and cohesiveness of organizational brand.

The Community Manager will collaborate with cross-functional teams to manage internal and external communities, including, but not limited to Facebook, Twitter, Yammer, our patient community, as well as other voice of the customer channels, implement engagement strategies, respond to members, compile and share insights and ensure the communities deliver value to all members as well as for FMCNA.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

The Community Manager will be responsible for directly engaging with members across all community platforms, while also managing other responsibilities related to community engagement and development.

Key Responsibilities

  • Serve as a brand ambassador and ensure all community communications support and advance the vision of “one Fresenius Medical Care”.

  • Implement targeted engagement strategies and tactics to generate and maintain high member engagement, including the leveraging of member “ambassadors”, and the interaction and monitoring of employee communities

  • Collaborate with Marketing and Communications to develop a content strategy aligned with the needs of community members, consistent with organizational brand, optimized for searchability and tagging, and reviewed and approved by Medical Office, Legal, Compliance, etc.

  • Stay updated on member-driven topics and use to inform communication and content strategy

  • Identify content gaps, and partner cross-functionally to fill them

  • Regularly monitor, initiate and facilitate community discussions among members

  • Welcome new members to each community, continue to serve as their guide (e.g., help them navigate, provide suggestions on how to engage in discussions), promptly respond to inquiries and build lasting relationships

  • Identify opportunities for local in-person gatherings to build a deeper sense of community among members

  • Educate internal functions about the communities, partnering to drive engagement

Community Management

  • Monitor feedback and conversations received on social media and community channels, and respond in a timely fashion

  • Monitor adherence to community guidelines and rules of engagement across all community platforms

  • Follow the escalation process to ensure questions and concerns are handled efficiently and effectively; identify gaps and improve the process ongoing

  • Maintain and continually improve a comprehensive Response Matrix, using it to respond directly to members’ questions

  • Provide basic technical support; track and share feature requests and user experience opportunities with the Product Management and IT teams

  • Flag information that is inappropriate for the community (e.g. offensive language, medical advice, inaccurate/false information), escalate appropriately and take action, as needed

  • Leverage patient advocates and volunteers to advance advocacy efforts in support of FMCNA government affairs objectives.

Metrics, Analytics and Insights

  • Identify and track user engagement metrics

  • Mine and analyze the community metrics and discussions to identify opportunities, themes and insights

  • Regularly share findings, metrics and insights to stakeholders and others who would find the information useful

  • Track key performance indicators (KPIs)

  • Regularly report on KPIs and success metrics

PHYSICAL DEMANDS AND WORKING CONDITIONS :

  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION :

  • Bachelor’s Degree required (preferably in Communications, Marketing, Business, Information Technology); Advanced Degree desirable.

EXPERIENCE AND REQUIRED SKILLS :

  • Minimum 2+ years’ experience in a large, matrixed organization

  • Experience with both internal and external communities

  • Content management experience

  • Proficient in social media platforms and digital channels,

  • Exceptional organization skills, attention to detail, and ability to multitask

  • Strong communication skills, verbal, written and relatable in the digital space

  • Strong relationship building skills

  • Demonstrates empathy and compassion in all interactions

  • Strong analytical skills

  • Ability to identify and track relevant community metrics

  • Ability to analyze data, identify themes, and communicate findings effectively

  • Ability to navigate a large, complex organization

  • Ability to work independently and leverage resources appropriately

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

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