06.09.2011

Community Manager

Multiple Locations

HTC is one of the fastest growing companies in the mobile phone industry and a recognized pioneer in smartphones. Today, HTC continues to build on an already impressive list of innovations and industry firsts.

As the world leader in Windows Phone and Android based handsets and the #3 smartphone maker in the US, HTC is building its market share by creating a widely recognized brand name and bringing a broad portfolio of products to market that are designed to meet the diverse needs of people.

The HTC Hero, MyTouch 3G, DROID ERIS by HTC and HTC HD2, just to name a few, have been received with widespread acclaim and only hint at what the future holds for HTC.

Summary:
The Community Manager will be responsible for being a customer advocate internally and an HTC brand advocate online. Key responsibilities include monitoring select online channels for customer issues and trends, engaging with customers online to provide technical and non-technical online customer support, working with subject matter experts, vendors and relationship managers to ensure timely customer resolution, proactively identifying improvement opportunities in internal processes, participating in knowledgebase management and creation, managing an engagement agency and providing regular reporting.

At the heart of HTC’s values is authenticity. This position requires a leader who understands the fundamental need for integration between all customer communication channels, who is excited about the possibilities of being empowered to deliver excellent customer service and who will engage with our customers in a sincere and respectful manner that builds brand preference.

Responsibilities:

• Field and create responses to customer questions from end users via Twitter, Facebook, HTC.com forums and other Social Media applications
• Build and maintain a high-level of consumer engagement across our target channels that drive positive word-of-mouth for our brand and products
• Provide world-class customer support and instill customer confidence while resolving issues
• Leverage and create content for both internal and external knowledgebase systems for assisting customers
• Keep up to date with technology and trends in the Smartphone market and act as an SME in social media platforms
• Partner closely with QA, research, product development and marketing to assure community feedback is incorporated into company planning
• Interact with legal, escalations, technical support experts and regional management where necessary
• Tag and title content, with an understanding of how the word’s chosen impact natural search traffic and rankings via recurrent optimized content
• Continuously measure the impact of online customer service; leverage reporting data to fine-tune  programs to deliver maximum results

The successful candidate will have:

• Bachelor’s degree in journalism, PR, communications, English or related
• 5-7 years of professional experience, 2 or more of these years focused in online marketing, community development, digital communications or public relations
• Significant and documented social media experience and active participation in a wide variety of activities such as blogging, community development and forum management
• A strategic thinker with a good understanding of messaging and reputation management
• Excels at research, possesses excellent writing skills and the ability to develop editorial and technical writing
• Excellent interpersonal, communication and presentation skills
• Ability to think, plan and execute resourcefully, across multiple tasks, with minimal supervision
• Experience managing agencies
• Prior experience in the consumer electronics and mobile phone industry is a plus, particularly technical support

To apply please submit your resume referencing the desired position title to Careers_Americas@htc.com