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Working as a community manager is exciting, but before you can start your new gig, you have to get through the interview. To help you prepare, we've put together this list of common interview questions for community managers so you can practice answering them. Or, if you're the one conducting the interview, you can use them to create your list of questions.
Key Takeaways:
When interviewing for a community manager position, highlight your motivations behind your work and how they align with the organization's to show that you're the right person for the job.
When hiring a community manager, assess candidates' collaborative skills to ensure they'll help further the organization as a whole as they foster community engagement.
Tell me about yourself.
This is the classic opening interview question, as it sets the foundation for what you bring to the table as a candidate. When you answer it, give an overview of the experiences and skills that make you the perfect fit for the role.
Example Answer:
As a community manager, I love fostering connections and building healthy online communities. During the five years I've worked in this role, I've been able to develop and execute community engagement strategies that increase participation and brand loyalty.
I've become proficient at using a variety of platforms and tools to monitor and analyze metrics, and I thrive on getting to facilitate connections and solving conflicts. I'm passionate about creating spaces that offer a sense of belonging, and I'm excited about the opportunity to further your organization's community management efforts.
Why should we hire you?
This question may feel awkward to answer, but it's an invitation to pitch your skills and expertise to interviewers. They want to know what sets you apart from other candidates, so tell them. Just remember to tie your qualifications to this particular role.
Example Answer:
You should hire me because my extensive experience building community engagement for brands that have under-involved communities makes me a great fit for this role.
I've even worked for a startup like yours before, and I was able to increase its community engagement by 200% the first year and 50% each year for three years after that. I'm passionate about building vibrant communities, and I'd love to get to use my skills to further your organization.
Why do you want to work here?
You've probably heard that you should study the company you're interviewing with, and this is the question where you can show off all that studying. Show interviewers how your skills, motivations, and passion align with the company's mission and vision in your answer.
Example Answer:
For several years now, I've admired your company and how you prioritize community engagement and inclusivity. Your commitment to providing a welcoming environment for your audience aligns with my passion for helping everyone feel valued and heard, and I'd love to be able to use my skills to further that mission.
Where do you see yourself in five years?
This is a roundabout way for interviewers to find out about your professional goals. Companies want driven employees who are also committed to the company for the foreseeable future, so don't talk about how you want to move on to a different company in your answer.
Example Answer:
In five years, I see myself honing my community management skills and playing a vital role in shaping and leading online communities at this company. I aim to be a trusted advocate for the community members and to spearhead initiatives that help them feel heard and valued.
What are your greatest strengths?
Answering this question can quickly feel like bragging, but don't be shy about sharing your top skills. Just make sure you can back them up with evidence.
Example Answer:
My greatest strengths are conflict management and negotiation. In my last role, my manager taught me how to respond to disgruntled community managers in a professional, empathetic, and effective way. When my boss left, I ended up becoming the person the rest of the team came to when they needed help in this area.
What is your greatest weakness?
This may sound like a trick question, but it isn't. Employers know that you have weaknesses; they just want to make sure you know that, too and that you're working to overcome them. So, when you answer, spend most of your time talking about how you combat your weakness.
Example Answer:
My greatest weakness is that I can get too invested in a project and struggle to delegate tasks. Since I'm aware of this weakness, I'm intentional about managing my time effectively so I don't spend too long on a single project and trust my team members to take on tasks.
I've made it a personal rule that I can't do every task on a given project to help keep myself accountable, and I've even asked one of my coworkers to call me out when I'm being too hands-on with a project.
How do you stay updated on industry trends and developments?
Such a technology-heavy role as a community manager will have constant changes and developments. Because of this, it's vital that you have a strategy in place to keep up with these. Give interviewers specifics about how you go about staying up-to-date on your field of expertise.
Example Answer:
I keep up with industry trends and developments by following the blogs and social media profiles of industry leaders and publications. This helps me see their articles, tips, and best practices in real time and alerts me of any professional development opportunities they may be offering.
I make it my goal to take one professional development course a quarter and attend at least one industry conference a year to keep my skills sharp. These events and online forums also help me keep up my professional network, which is vital to learning new strategies and best practices.
What motivates you in your work?
This is often on the list of common questions to ask in a community manager interview because success in this role relies so much on the individual caring about their job and aligning with company values. When you answer, give specifics about what gets you excited about your job, keeping it relevant to the position you're applying for.
Example Answer:
What motivates me in my work as a community manager is seeing individuals be empowered to speak up, enter discussions with other community members, and feel like they belong. The power of a brand to connect and unify people from all walks of life is astounding to me, and I always get excited to be a part of that.
What do you think is the biggest challenge facing our industry today?
This question is designed to get a feel for how well-versed you are in industry trends, as well as your ability to strategize. Give a specific answer and then explain what you'll do to combat the challenge in your own work.
Example Answer:
One of the biggest challenges facing our industry is building and maintaining trust with online communities. People value transparency, and brands know that, so it has gotten difficult to differentiate between true corporate honesty and manipulation for monetary gain.
As a community manager, my goal is to build trust so that community members feel heard and valued. This way, they won't feel like our promotion of products counteracts our authenticity and instead is a key part of our mission. I do this by upholding ethical standards and encouraging open communication within our community.
Can you give an example of a time when you had to adapt to a major change or unexpected situation?
Community management comes with a lot of unexpected twists and turns, which means you need to be able to handle these with poise and efficiency. Make sure you give an example of your having to do this in your answer, including the results of your actions.
Example Answer:
At my last job, we had a platform migration that caused several technical issues and impacted the community's functionality and user experience. In response, I kept the community updated about what was going on and immediately started working with the technical team to address the issues.
I provided community members with alternative channels for engagement and worked to quickly address any community member concerns and questions. By being proactive about communicating with the community and solving the problem, we were able to minimize the disruption and still maintain a positive community experience.
What do you consider your greatest professional achievement so far?
This is your chance to brag about yourself and show hiring managers what you're capable of. Pick an example of an achievement that relates to the job you're applying for, and detail how you accomplished it. Quantify your achievement as well, giving numbers and facts that show the impact that your work made.
Example Answer:
My greatest achievement so far has been running a community revitalization initiative. My employer had had an engaged community in the past, but it fell off everyone's radar, and engagement was almost nonexistent.
I developed a strategy where we would use targeted campaigns and personalized outreach to draw our community back in. Then, by fostering productive discussions and sharing relevant knowledge, I was able to increase engagement by 30%.
The next year, engagement increased by another 20%, and today there is still a vibrant community surrounding that brand.
Can you describe your experience in managing online communities?
Employers want to make sure you have a strong background in the practical aspects of managing a community, so they ask this question to get a feel for the extent of your experience. Use this opportunity to talk about your skills and accomplishments in this area and how your experience prepared you for this role.
Example Answer:
I have been managing online communities for about three years now, and during that time, I've both built community engagement from the ground up and maintained healthy levels of engagement.
I've moderated discussions, resolved conflicts, and created content in addition to gathering metrics and developing marketing strategies to reach potential community members. All of this experience has given me a deep understanding of online community dynamics and how to effectively engage community members.
How do you approach community-building and engagement strategies?
This question is designed to find out more about your work processes as a community manager. Walk interviewers through your workflow to show them how you think and approach community management.
Example Answer:
I approach community building and engagement as I would building a friendship. I start by making sure I understand the target audience. This includes their likes and dislikes, needs, pain points, and preferred communication channels. From there, I strategize ways to continuously create connection points with them.
This includes running targeted and personalized campaigns, creating helpful and interesting content, actively responding to community member questions and concerns, and facilitating discussions. In order to empower the audience and help them feel valued, I also regularly ask for (and implement) feedback.
What tools or platforms have you used to manage and monitor online communities?
Companies will usually have specific platforms and tools that they want you to use, so it makes sense that they want to know which ones you're already familiar with. To showcase your adaptability, though, make sure you also mention your willingness and ability to quickly learn how to use new platforms.
Example Answer:
I've mainly used Discourse and Lithium as my main community management platforms. I've also used social media tools like SproutSocial and Hootsuite to schedule content and analyze engagement metrics, and I'm proficient in Google Analytics and social media platform analytics tools as well.
I'm comfortable learning new platforms and programs, too — I've had to adopt many new tools throughout my career, whether by choice or because my employer decided to make a change.
How do you handle challenging or negative community interactions?
Conflict management is a huge part of being a community manager. If you don't have a well-established process for dealing with these interactions, employers are probably going to be hesitant to hire you. When you answer this question, walk interviewers through how you'd respond to a situation like this, giving real-life examples if you can.
Example Answer:
When handling a negative community interaction, the first thing I do is work to understand where the person is coming from. This helps me respond with empathy and professionalism. Once I do this, I respond as quickly as possible, acknowledging their concerns and letting them know I care about their thoughts.
I'll address as much as is appropriate publicly but not hesitate to move the conversation to a private channel and/or to a higher authority if need be. If I do this, though, I'll update the public conversation accordingly. My goal is to reaffirm our commitment to transparency and integrity in every interaction.
How do you measure the success of your community management efforts?
Community managers need to be able to track and show the results of their efforts, so don't be surprised when you encounter a question like this in your interview.
Example Answer:
To measure the success of my efforts, I track engagement metrics such as member participation rates, community growth, and content reach and engagement. That only shows part of the picture, though, so I also regularly collect feedback from community members to hear their ideas, needs, and opinions.
Additionally, I pay attention to conversion rates and customer satisfaction surveys to make sure that my efforts are paying off for the company as a whole.
How do you collaborate with other departments or teams within an organization to support community initiatives?
As a community manager, you don't work in a vacuum, so it's important that you are able to effectively collaborate with others in the company to accomplish the organization's goals.
Example Answer:
Collaborating with other departments and teams is a high priority for me. I work to create good relationships with the marketing team to make sure we're on the same page as far as branding and that our campaigns are complementary. I do this by proactively communicating with them and asking for feedback.
Customer support and product and development are other departments I work to connect with so we can compare notes on community concerns and address them effectively. This collaboration is vital to making my community management efforts valuable to the company as a whole.
Can you share an example of a successful community campaign or initiative you have implemented?
This question is a common way for interviewers to learn more about the ideas, strategies, and general prowess you bring to the table. Be specific in your example, making sure to share the results of your efforts.
Example Answer:
In my last role, I implemented a "Member Spotlight" initiative where members could nominate each other for recognition. The goal was to highlight the contributions and stories of community members. I would choose a nominee and highlight them on the community platform, as well as social media and newsletters.
This initiative boosted engagement and created a stronger sense of camaraderie as more and more people started to share their stories and nominate each other. We got lots of positive feedback from community members, and we saw engagement increase by 35% and community growth rates increase by 20% during this time.
What do you think are the key qualities or skills that a successful community manager should possess?
This question is designed to give employers a feel for your understanding of what a community manager's responsibilities and priorities should be. Your answer will help them see that you understand what you're talking about and what you value in your approach to community management.
Example Answer:
I believe a successful community manager needs to have strong communication skills, problem-solving skills, and relationship-building skills. These are all vital to being able to run a strong, inclusive, and effective online community.
In addition to these, they should also have the analytical and organizational skills required to create strategies, measure their impact, and use data to inform future plans.
Do you have any questions for us?
A classic last question on the list of common community manager interview questions, this is your chance to find out more about whether or not the role is a good fit for you. Your answer should always be "Yes," so have some questions ready to go before your interview.
Example Answer:
I do, actually. "How would you define success for the person in this role?"
Can you provide an example of a situation where you had to resolve a conflict within a community?
How do you ensure inclusivity and diversity within an online community?
What strategies do you employ to encourage active participation and user-generated content within a community?
How would you handle a community member who consistently violates community guidelines?
Can you explain your approach to moderating and enforcing community rules?
How do you handle sensitive topics or controversial discussions within a community?
Can you share an experience where you successfully turned a dissatisfied community member into a loyal advocate?
How do you balance the needs and expectations of community members with the goals of the organization?
How do you leverage data and analytics to inform your community management strategies?
Can you describe your experience in crisis management within an online community?
Can you share an example of a community challenge you faced and how you overcame it?
As a Candidate:
Think of examples of times you've solved conflicts with customers or online community members. Employers want to know you can handle tricky situations like these, as this is a large part of your job description.
So, prepare for interview questions along these lines by thinking of examples of when you've successfully resolved conflicts or dealt with difficult customers.
Highlight the motivations behind your work as a community manager. Because you act as a kind of company liaison, companies want to hire a community manager whose values and goals match their own. Identify your motivations for your work before your interview, and then highlight them as you answer interview questions.
Prepare to give quantifiable data to demonstrate your past achievements. Saying you improved community engagement only goes so far, but your ability to say your initiative boosted community engagement by 70% makes a big impact. Give more weight to your accomplishments by being able to quantify them in your interview.
As an Interviewer:
Ask plenty of community manager behavioral interview questions. Asking for examples of candidates' past work will give you a better idea of what they bring to the table than asking theoretical questions will. Make sure your list of interview questions has plenty that start with, "Tell me about a time," or "Can you give me an example of."
Assess candidates' values and motivations. You can teach a candidate the technical skills required to be a community manager, but you can't easily change their values. Making sure you're hiring an employee whose "why" behind their work matches the organization's is vital.
Look at candidates' collaborative skills. You don't want to hire someone who is going to do their own thing no matter how it affects the rest of the organization. So, make sure you ask about how the candidates' have collaborated with other departments in the past to ensure their efforts will be effective.