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Community Manager — KPIs

Part of the eDariba Marketing Team docs. Related docs for this role: 01-job-description.md · 02-workflow.md

How we measure​

  • Every KPI has a Target and an Actual, logged in ClickUp.
  • KPIs are logged weekly. No "we'll update at the end of the month".
  • We judge performance on the trend, not on a single week.
  • "Set after baseline" means we measure the first month, then the Marketing Manager sets the target.

Goal of this role​

Spread eDariba inside taxpayer and business communities, drive visits and leads, and grow our own community.

Main KPIs (results)​

KPIWhat it measuresTargetFrequencySource
Opportunity posts answeredRelevant posts in groups answered with a helpful replySet after baselineWeeklyOpportunities sheet
Response speedTime from an opportunity post appearing to our replySame dayWeeklyOpportunities sheet
Website visits from communitiesSessions from community links (UTM)Set after baselineMonthlyGA4
Signups from communitiesSignups coming from community linksSet after baselineMonthlyGA4 / CRM
Leads passed to salesInterested people handed to the sales teamSet after baselineWeeklyCRM
Own community growthNew members in the eDariba communityRising trendMonthlyGroup / community insights
Own community activity% of members who post, comment or reactRising trendMonthlyGroup / community insights

Delivery KPIs (output)​

KPIWhat it measuresTarget
Groups coveredActive, relevant groups followed every daySet with Marketing Manager
Content published in groupsEducational posts and offers published vs. the plan100%
Feedback sharedCommon questions and complaints shared with the content teamEvery month

Quality​

KPIWhat it meansTarget
First-time approval rate% of work approved by the Marketing Manager without major changesRising trend
Brand & message accuracyNo work published that breaks the brand guide or promises something the product doesn't do0 issues