Digital Community Managers facilitate online exchange, either peer to peer or between end users or customers and an organisation. The role may relate to online services such as the games or software sectors, or to bodies with a service providing geographical focus such as local government or the fire brigade. It often sits within the communications team but may also be part of an organisation’s technical or marketing structures, but in practice operates at speed and relatively autonomously.
Community management is of key importance to sales and/or satisfaction and the cost of a mis-step to an organisation may be financial or simply a huge loss of credibility and a tarnished brand.
The apprenticeship is professional quality training defined by major employers for graduates, school leavers and experienced but under-trained digital community teams.
Alternative titles for the role include Community Manager, Consumer Experience Representative, Games Community Manager.