Community Manager

Community manager role overview

As a community manager, you will be the voice and face of the client’s brand online, responsible for creating and maintaining a thriving and engaged online community. You will work closely with the account management team to develop and implement community engagement strategies across various social media platforms and online forums. Your goal will be to enhance the client’s brand online reputation, foster meaningful interactions, and drive customer loyalty.

Key responsibilities

Community building:

• Develop and implement a comprehensive community engagement strategy.
• Develop strategies to grow the online community.
• Build and nurture an online community of passionate and engaged customers.
• Encourage discussions, answer questions, and engage with community members.
• Provide exceptional customer service.

Content creation:

• Create FAQ sheets and other similar content about the brand that the team should follow.
• Develop and maintain an editorial calendar for community content.
• Collaborate with the account management team to align community content with overall marketing goals.
• Schedule posts and ensure on-time, zero mistake delivery.

Customer support:

• Address customer inquiries, feedback, and complaints in a timely and professional manner. Escalate when required.
• Act as a liaison between the community and relevant departments to resolve issues.
• Deliver exceptional customer service consistently.

Moderation and compliance:

• Monitor and moderate user-generated content and discussions to ensure adherence to community guidelines.
• Uphold brand values and compliance with social media policies.
• Be responsible for seamless collaboration with various teams involved in the creative process, social calendar delivery, and publishing.

Analytics and reporting:

• Track and analyse key community engagement metrics.
• Provide regular reports and insights to assess the impact of community efforts.
• Conduct daily social media listening and competitors performance reports.
• Prepare end of campaign sentiment analysis reports.

Requirements

• Exceptional understanding of Saudi culture and excellent Arabic copywriting skills.
• Fluent in English.
• Minimum of 5 years of experience in community management for established brands.
• Strong knowledge of social media platforms, online forums, and community management tools.
• Creative thinking and problem-solving abilities.
• Customer-focused mindset and a passion for community building.
• Ability to work independently and as part of a team.