Market Research Online Community (MROC) Specialist
Escalent, Inc.

Job Info

---

Market Research Online Community (MROC) Specialist

Location - Open to Remote / or Headquarters in Livonia, MI

This position is a member of our growing Insights Communities team, which is selling, developing and operating more than 30 market research online communities across multiple industries and over 20 clients. Insights Communities employ research methods that offer clients the ability to quickly poll customers about their preferences so they can modify their marketing messages or products accordingly. This solution is much faster than deploying traditional market research methods which are the main business of our company. Insights Communities are rapidly gaining interest among clients and we need to expand our team accordingly!

In this role, you would be responsible for supporting the administration of our clients' online community activities utilizing Alida and Qualtrics platforms. This role focuses on monitoring the engagement level of the community members - making sure they are actively participating and rewarded.

Responsibilities include monitoring community participation levels, creating reports, communicating statistics about the community amongst teams, monitoring the helpbox, managing incentives, assisting in the creation and programming of newsletters, defining and posting quick polls, monitoring and recommending touchpoints and content that engage community members.

This role adds value to our insights communities by making sure the communities remain healthy and vibrant with active, engaged members while providing content that demonstrates to our clients the value of their community.

Over time, you become the resident expert on strategies to drive member engagement, through project management, community site moderation, content creation, tracking and reporting, and as liaison with technical resources for the community platform.

Important qualities for success in this role:

• You are comfortable engaging with and influencing large and small groups of people (i.e. project teams, including senior leadership, or members of the online community, etc.)
• You can be versatile and switch gears easily with enthusiasm in an environment with constantly changing priorities.
• You understand the communication psychology behind every email, phone call, newsletter and piece of content you produce.

If this describes you so far, we'd love to hear from you!

Here's more detail about the role:

Responsibilities:

• Assist the Director and other members of the Communities Team to offer excellent member support, maintain healthy engagement, and grow the client's interest in their community.
• Enforce community guidelines and policies among members.
• Collect, analyze and share community-related data with relevant internal teams and clients.
• Alert team leader and appropriate colleagues as issues arise and work collaboratively to resolve issues.
• Regularly provide insights gained from community monitoring.
• Interact with colleagues in a manner that facilitates positive, productive working relationships.

Qualifications:

• Bachelor's degree preferred. Candidates completing their degree, yet available to work full-time, will be given consideration.
• Outstanding customer service skills with at least 2+ years of successfully managing customer or member relationships.
• Excellent written and verbal communication skills.
• Ability to present information and interact with our clients' online community members with enthusiasm and professionalism.
• Must have strong understanding and capacity for empathy towards the members of the online communities you work with.
• Strong aptitude for technology and ability / desire to learn new software.
• Able to manage multiple concurrent projects, prioritize effectively, manage competing and regularly changing priorities, and consistently meet deadlines with minimal oversight.
• Needs to be self-motivated, have excellent time management and organizational skills, a strong sense of responsibility, ownership and initiative, while also working collaboratively as a part of a cross-functional team.
• Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information.

Desired Skills and qualities:

• Social media experience, or experience engaging an audience and growing an online community.
• Demonstrated writing and publishing skills in an online setting (blog, forum, etc.)
• Experience with Alida and Qualtrics platforms, a plus.
• Great sense of humor and relentlessly positive attitude.

Escalent is an Equal Employment Opportunity (EEO) employer. It is the policy of Escalent Inc. to promote and ensure equal employment opportunities for all persons regardless of race, color, sex, national origin, religion, age, disability or sexual orientation.

This job has expired.