Social Media Community Ambassador

About the Role:

We are seeking a highly skilled Social Media Community Executive to join our team. This is an exciting opportunity to play a key role in fostering, nurturing, and engaging online communities across various social media platforms.

Key Responsibilities:

• Engage with the Online Community: Respond promptly and professionally to comments, direct messages, and mentions across platforms such as Facebook, Instagram, Twitter, LinkedIn, TikTok, and YouTube, fostering positive interactions and a sense of community.
• Moderate Discussions: Ensure all conversations remain respectful and align with brand values by actively moderating user-generated content, promoting healthy dialogue, and preventing any harmful exchanges.
• Monitor Brand Mentions & Hashtags: Track and monitor mentions of the brand and relevant hashtags to identify opportunities for engagement and ensure timely responses to conversations related to the brand.
• Analyse & Report on Engagement Metrics: Analyse community engagement metrics such as response times and engagement rates, reporting insights to identify trends, areas for improvement, and optimization opportunities in community management.
• Develop & Implement Engagement Strategies: Support the development of strategies to increase engagement, building long-term relationships with followers and improving overall community involvement with the brand.
• Collaborate Across Teams: Work closely with internal teams, including content, marketing, and customer service, to ensure consistent and effective responses to customer queries, complaints, and concerns.
• Organize Online Events & Discussions: Organize and manage online community events, polls, and discussions to boost engagement, creating interactive experiences that deepen connections with followers.
• Stay Informed on Social Media Trends: Stay up-to-date with updates, features, and new tools across social media platforms, recommending new engagement strategies to continuously improve community interactions.

Secondary Responsibilities:

• Feedback Sharing: Share insights and feedback from the community with the content and marketing teams to inform content creation, ensuring the brand's messaging resonates with the target audience.
• Develop FAQs & Templates: Assist in developing FAQs or response templates for common queries, ensuring responses are efficient and aligned with the brand's voice.
• Group Management & Content Creation: Support group management activities, including overseeing Facebook groups or other online communities, and assist in light content creation such as quick responses, polls, or small posts when required.
• Real-Time Content Collaboration: Collaborate with the Content Creator during live events or campaigns to ensure timely and relevant content that drives engagement and brand interaction.
• Crisis Communication Support: Assist with managing crisis communications, working closely with PR and marketing teams to maintain the brand's reputation and handle sensitive situations.

Key Competencies:

• Communication Skills: Strong verbal and written communication abilities to respond to the community professionally, manage sensitive situations, and ensure brand messaging aligns with tone and values.
• Community Engagement: Ability to create positive, engaging conversations with followers, build relationships, and foster brand loyalty and advocacy within the community.
• Moderation & Conflict Resolution: Skilled in moderating discussions, handling user-generated content, and addressing negative feedback or complaints diplomatically while maintaining a positive brand image.
• Social Media Savvy: Deep understanding of social media platforms, trends, and features. Ability to leverage social tools to optimize engagement and recommend new strategies for community growth.
• Analytics & Reporting: Strong analytical skills to track and report on community engagement metrics, derive insights and recommend strategies for improvement.
• Collaboration: Ability to work effectively with internal teams, including marketing, content, customer service, and PR, to ensure consistent messaging and successful community management.
• Event Coordination: Experience organizing and managing online community events, polls, and live interactions to drive engagement and build stronger relationships with followers.
• Adaptability & Trend Awareness: Ability to stay current on evolving social media trends, platform updates, and new tools, and adapt strategies to keep the community engaged and relevant.