Reporting to the Senior Director of Digital Communications, the Community Manager of Social Media is responsible for managing Rogers' social media customer service initiatives. Other responsibilities include online influencer engagement, online monitoring and measurement, and managing key social media projects. The candidate will work with other members of the communications team and the broader Rogers organization to help build and protect the reputation of Rogers online. * Oversee Rogers social media customer service initiatives * Help answer customer questions and resolve customer issues in discussion forums, blogs and tools like Twitter * Identify and engage with influencers online * Identify and help address customer service issues online * Work with communications to mitigate issues online * Manage online monitoring and analytics program * Manage social media measurement program * Manage implementation of key social media projects * Partner with IT to deliver web 2.0 tools internally and externally * Advocate ethics and transparency in social media engagement * Advise clients on use of social media to advance marketing and customer service * Develop communications plans and messages for online projects * Keep abreast of social media best practices and current trends - Amani from Bookmarklet