Community Moderator
Job Description
About the Role
Community Moderator
Job Location: US-Remote
Category
Customer Service/Support
Type
Regular Full-Time
Overview
World Travel Holdings is seeking a Community Moderator for the B2B Division — Dream Vacations and CruiseOne. The Community Moderator is responsible for sharing inspiring and informative content with the network, reviewing and moderating user-generated private Facebook posts, managing requests and reported content in the FB group, monitoring and sharing recurring issues/opportunities, and acting as a social media subject matter expert. Success in this role means continuously growing the community while keeping the environment friendly, informative, and fun.
About World Travel Holdings
World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England.
Responsibilities
Monitor the Facebook page for CruiseOne/Dream Vacations
Define and implement strategies to grow the community and increase engagement from existing users
Create posts for the FB page to encourage network engagement
Conduct interactive polls, trivia, and games to foster a positive and collaborative environment
Track and analyze community engagement data, set goals and report monthly on progress
Update the community guidelines as the needs of the community evolve
Review Supplier pages within the Business Center to ensure content is up to date.
Assist cross-departmentally with Business Center projects
Document and share user feedback and suggestions to improve the community
Provide trends to the management and training teams to narrow any gaps in knowledgebase
Partner with the support team, Advisory Council, and management to make sure the Facebook Page and Business Center builds community
Work with Business Development on any agent issues that arise from Facebook posts
Other duties as needed
Qualifications
Proficient with content management systems (i.e., Business Center) and social media platforms, specifically Facebook
Ability to communicate clearly and succinctly
Experience moderating or facilitating online communities or discussion groups preferred
Ability to think creatively and suggest new ideas
Extremely well-organized and able to work independently
Ability to build strong cross functional relationships and collaborate with peers constructively
