Ep 61: Essential Qualities for Community Manager Hires

Apr 18

Get the complete community manager best practices guide here.

What Qualities to Look for in a Community Manager

As a community strategist with over a decade of experience managing online communities, I often get asked what qualities business owners should look for when hiring a community manager. Oftentimes people are trying to hire one and they're not quite sure what qualities they need and end up making a big hiring mistake.

What is that mistake? It’s hiring the most active member of your community. You may have a course, membership or a group program, and you have someone that's a really fantastic cheerleader. They're always supporting other community members and answering questions for them, and you think this would make a great community manager. Being a cheerleader is just one important role that a community manager plays. I want to focus on what qualities you need to be looking for in a community manager.

Qualities to Look for in a Community Manager

Detail-Oriented

One of the most important qualities is being detail-oriented. Community managers play the role of the cruise director, making sure that they communicate the right information at the right time to the right people. Any mistakes can have a ripple effect on the team and community. This is why it's essential to have someone who is detail-oriented and can manage multiple projects and tasks at once. For instance, a community manager needs to make sure that they are communicating the right Zoom link or the correct date and time of an event. Any mistake can create confusion and dissatisfaction among community members.

Great Communicator

Another important quality to look for in a community manager is great communication skills. Community managers need to communicate well in both written and oral formats. They need to write compelling copy that motivates people into action, as well as participate in live sessions, co-hosting, and managing orientation calls or Q&As. This is where their oral communication skills come into play. For instance, a community manager might need to send personal video messages or write posts and emails for the community. In order to test their communication skills, it's a good idea to have them submit a video and written sample of work as part of the hiring process.

Love of Working with People

A community manager should also love working with people, which has already been tested through prior work experience. This is because community managers are responsible for representing the business to the community. They need to be able to navigate difficult conversations and situations with empathy and understanding. For example, community managers may need to handle difficult members or deal with conflicts that arise in the community. Prior experience in customer support or hospitality roles is a good indicator of their ability to handle these situations.

Emotional Intelligence

Finally, emotional intelligence is crucial for a community manager. They need to be able to handle difficult situations with empathy and understanding, while balancing the needs of the business and the community as a whole. Emotional intelligence is not something that can be taught overnight. It's important to look for someone who already has this skill. For example, a community manager might need to handle difficult conversations with community members who are upset or frustrated. The ability to navigate these conversations with empathy and understanding is a key part of the role.

Hiring the Right Community Manager

When hiring a community manager, it's important to look for specific qualities such as being detail-oriented, a great communicator, having a love of working with people, and emotional intelligence. These qualities will enable them to perform their duties effectively and represent the business to the community with empathy and understanding. By prioritizing these qualities in your hiring process, you can ensure that you have the right person in the role of community manager. If you want more in-depth information on what to look for in a community manager and a checklist of their roles and responsibilities go to shanalynn.com/bestpractices.