Community Manager
Reports to: Social Media Manager or Digital Director
Position Overview:
The Community Manager is the voice, ears, and heart of the brand online. Going beyond posting, this role focuses on building, nurturing, and growing an active and loyal community around the brand across social platforms and digital channels. They are responsible for engagement, conversation, and turning followers into brand advocates.
Key Responsibilities:
- Community Strategy: Develop and implement strategies to grow and engage the online community, fostering meaningful two-way dialogue.
- Conversation Management: Proactively engage with the community by responding to comments, answering questions, and initiating conversations. Manage issues and negative sentiment with empathy and professionalism.
- Advocate Cultivation: Identify and nurture brand advocates, influencers, and super-users. Develop programs to reward and leverage community loyalty.
- Listening & Insights: Use social listening tools to monitor brand mentions, industry conversations, and competitor activity. Translate insights into reports for the marketing and client services teams.
- Crisis Management: Serve as a first line of defense in potential social media crises, escalating issues when necessary according to protocol.
- Collaboration: Work with the Social Media Executive and Content teams to create content that sparks conversation and community participation.
Qualifications & Skills:
- Bachelor’s degree in Marketing, Communications, or a related field.
- 3+ years of experience in community management or a deeply social-focused role.
- Exceptional interpersonal and communication skills, with a genuine, empathetic, and brand-appropriate online persona.
- Deep understanding of online community dynamics and platform-specific engagement tactics.
- Experience with social listening and community management tools (e.g., Brandwatch, Sprout Social).
- Calm under pressure and skilled at conflict resolution.
