Community Manager

The role:

Within our growing Marketing team, we have our own in-house agency, including a full-service digital complement. We are looking for an enthusiastic, customer-centric individual to take over the community management for a number of brands within our diverse portfolio.

The ideal candidate will be responsible for managing and engaging with the organisation''s online community in a way that builds brand awareness and long-lasting customer relationships. They will work cross-functionally with internal partners to understand business objectives in order to communicate effectively with customers.

Our ideal candidate will work independently and under pressure, multitask and problem solves like a pro, have excellent written and verbal communication skills will manage conflict well, and display superb time management skills.

The detail:

• Ensure reporting and insights are managed against targets set.
• Timeously respond to comments and customer queries, both online and via email.
• Monitor and report on feedback and online reviews/sentiment.
• Coordinate with Marketing, PR, and Communications teams to ensure brand consistency.
• Build relationships with customers, potential customers, industry professionals, and journalists through the brand.
• Stay up to date with digital technology trends.
• Respond directly to customer care issues: escalate to required parties for answers, and feedback to the client as efficiently and effectively as possible.
• Extend the voice of the brand and engage with fans daily.
• Work in close collaboration with the Head, Communications Brand Managers, Digital Campaign Manager, and Creative team to provide creative ideas and solutions and meet brand strategic requirements.
• Maintain brand CI and DNA standards across all brands and media.

Are you this person?

• Do you have a minimum of 2 years'' work experience as a Community Manager?
• Do you have experience with social media platforms and customer-care brand behaviour.
• Do you have experience with social media tools such as Falcon, Hootsuite, etc.?
• Are you able to work in partnership across multiple departments to develop customer engagements that feed into the strategic goals of the business?
• Can you handle customer care complaints/ fast-track to management or customer care/ real-time resolution?

Join us!