Job Description

The ideal candidate will have a passion for community engagement, an eye for creative content, and the ability to drive growth through strategic campaigns.

Key Responsibilities:

• Moderate Discussions & Content: Actively manage online discussions across social media, forums, and other digital platforms, ensuring content is aligned with community guidelines and brand values.
• Customer Interaction & Support: Respond promptly to community inquiries, feedback, and customer queries with empathy, clarity, and professionalism. Facilitate two-way communication between the brand and its customers to foster a positive, engaged community.
• Collaborate Across Teams: Work closely with marketing, customer support, and product teams to create cohesive campaigns, respond to emerging issues, and ensure community concerns are addressed promptly.
• Monitor & Analyze Engagement: Use data-driven insights to measure community sentiment, engagement levels, and growth trends. Adjust strategies to maintain a thriving, engaged online community.
• Promote Company Events: Help to create buzz around company events and initiatives, both online and offline. Coordinate community involvement in campaigns and promotions related to key events.
• Maintain Brand Voice: Ensure a consistent, uniform brand tone and voice across all digital communication, whether responding to individual customers or sharing content on social channels.

• Content Development & Oversight: Write, edit, and proofread compelling written content, ensuring it aligns with brand guidelines and resonates with target audiences. Oversee the creation of engaging visual and video content in collaboration with a cross-functional content team (writers, designers, videographers, etc.).
• Cross-Platform Content Strategy: Formulate and execute a strategic, cross-platform content plan that drives engagement and enhances brand awareness across social media, blogs, and other digital channels.
• Campaign Creation & Management: Plan, implement, and oversee creative campaigns across social media platforms, from concept development to execution, ensuring content is engaging, on-brand, and optimized for performance.
• Social Media Content Production: Design and produce a variety of content (written, visual, video) for distribution across social platforms. Ensure content is timely, relevant, and encourages interaction and engagement with followers.
• Post Scheduling & Content Distribution: Manage the daily scheduling and distribution of social media posts across various platforms, ensuring consistency and strategic timing to maximize reach and engagement.
• Customer Insight Analysis: Use social media analytics tools to monitor customer behavior and identify trends or expectations based on past activity. Use insights to refine content strategies and create content that resonates with the audience.

• Agency & Vendor Partnerships: Collaborate with external agencies and freelancers to support content creation, campaign execution, and other community management needs.
• Deployment of Content to End Markets: Manage and support the deployment of content to various target markets, ensuring localization and relevance across regions.
• Support for Paid Media & Partnerships: Work closely with the paid media team to align organic social content with paid campaigns. Support the partnerships team to create co-branded content and leverage influencer collaborations.

• Social Media Tools Expertise: Utilize industry-leading social media management tools (e.g., Sprinklr, Hootsuite, etc.) to schedule, monitor, and report on social media activities. Ensure that platforms are used to their full potential for community engagement and content management.
• Content Performance Tracking: Regularly track the performance of all social media activities, content, and campaigns, adjusting strategies as needed to optimize results and maintain engagement.

Qualifications:

• Proven experience in community management, social media management, or content strategy, ideally within a fast-paced, digital-first environment.
• Strong writing, editing, and proofreading skills, with an ability to create engaging content across various formats (written, visual, video).
• Experience managing or collaborating with content teams, including creative professionals such as writers, designers, and videographers.
• Proficient in social media management tools (Sprinklr, Hootsuite, Buffer, etc.) and data analytics tools for community and content performance tracking.
• Deep understanding of social media trends and customer behavior, with the ability to adapt strategies based on data and insights.
• Excellent communication and interpersonal skills, with the ability to engage with and manage relationships with community members and cross-functional teams.
• A creative mindset with the ability to brainstorm and develop fresh, innovative content ideas.
• Ability to work independently and manage multiple projects in a deadline-driven environment.