- Schedule/publish content calendars according to the posting date/time set for each post within the calendar.
- Engage with the audience in the comments/messages according to each client’s tone of voice.
- Generate a monthly report that provides key performance indicators including reoccurring concerns, complaints, recommendations, praises, etc., shared by the fan base.
- Moderate user-generated content and filter what should be reposted and what shouldn’t.
- Manage the banning process (when called for) to filter the users and remove brand attackers.
- Handle the emails received by the agency and report significant correspondences to the assigned stakeholders.
- Provide suggestions that might benefit the satisfaction of the handled community (according to insights, audience feedback, successful competitors, FAQs).
- Resolve/follow up with mild complaints when required (according to the brand’s given dos and don’ts).
- Redirect major escalations/complaints to the account manager so they communicate with the client about the fit approach to handle the escalation/complaint.
- Support ongoing campaigns according to their set directions.
- Study clients’ services/products to guarantee accurate moderation
- Constantly research the market/industry to stay up-to-date with the latest technicalities/trends.
- Send required deliverables within their required timeframe.
Bachelor’s degree in Marketing, Communications, Journalism, or a related field2-3 years of experience in community management, social media, or a related fieldProven track record of building and managing online communitiesExperience with content management systems and basic graphic design skillsKnowledge of the latest social media trends and best practicesStrong understanding of online community dynamics and engagement strategiesAbility to work collaboratively with cross-functional teamsExcellent written and verbal communication skillsStrong organizational and multitasking abilitiesProficiency in using social media platforms and tools (e.g., Facebook, Twitter, Instagram)Analytical skills to interpret data and generate insightsAbility to maintain a consistent brand voiceConflict resolution and problem-solving skillsCreative thinking and innovationCustomer service orientation