Community Management Executive

Community Engagement

JOB DESCRIPTION

• Proactively foster and facilitate meaningful interactions across various social media platforms, including but not limited to Facebook, Instagram, X, Youtube, TikTok, and LinkedIn.
• Respond to comments, messages, and mentions in a timely, creative, and professional manner, with an exceptional understanding of brand-specific Tone of Voice and Rules of Engagement.
• Identify and engage with online communities relevant to the brands, extending the reach and impact of community engagement efforts.
• Stay abreast of Social Media trends, ensuring that brand responses are relevant to social media content and current trends.
  
  

• Serve as a front-line representative for the brands, addressing customer inquiries, concerns, and feedback on social media and digital service channels.
• Collaborate with internal departments to proactively resolve customer issues, ensuring a positive and seamless customer experience.
• Set and strive to exceed personal volume and quality goals, demonstrating a commitment to continuous improvement.
  
  

• Monitor social media channels for brand mentions and trends, staying vigilant to both positive and negative sentiment
• Utilize tools and techniques to analyze social media metrics, providing insights and actionable recommendations for continuous improvement.
• Assist the Social Media Manager in the development of strategies to enhance the Online Community and Engagement of the brands
• Establish and maintain a robust reporting system for community engagement and customer service metrics
• Provide regular reports on key performance indicators, social media analytics, and community sentiment analysis
• Collaborate with cross-functional teams to leverage data insights for strategic decision-making and the enhancement of community management strategies.
  
  

• High School Diploma or equivalent
• 2+ years in a customer-centric industry, preferably with experience providing customer support via social media.
• Excellent written English and/or Khaleej Arabic language skills.
• Strong computer and typing skills, with a high level of comfort in web-based applications and navigation between tools.
• Exceptional written communication skills with meticulous attention to detail.
• Entrepreneurial spirit with the ability to efficiently manage workloads and adapt to evolving priorities.
  
  

• Bachelor’s degree or equivalent experience, especially in Marketing, PR or Communications
• 2 years of Social Media Community Management experience
• Experience with Sprinklr or other social media engagement platforms is a plus.
• In-depth knowledge of Social Media platforms, current trends, and channel-specific nuances