Community Manager

Overview:

As a Community Manager, you will be a pivotal member of our social media team, responsible for fostering meaningful engagement and maintaining a healthy relationship with our brand's social media communities. This role requires a proactive, community-driven individual who can actively listen to our audience, respond to feedback, and identify trends that align with the brand’s voice and goals. You will serve as the first line of defence for potential reputational concerns, acting as a “firefighter” when needed, requiring constant vigilance and the ability to leverage social listening tools to monitor sentiment and drive actionable insights. You are the caretaker, nurturing the community and building relationships with its members. This is a high-impact role that requires strong communication, quick thinking, and a deep understanding of online community dynamics.

Your Role:

In collaboration with your reporting manager and broader account teams, you will be responsible for managing and nurturing our social media communities. You will serve as the primary voice for the brand on social channels, responding to comments, questions, and customer inquiries with a clear understanding of our brand's Tone of Voice (ToV). A critical component of your role will be to proactively listen and monitor for potential reputational risks, flagging concerns as they emerge. You will implement and manage social media and community-focused communication campaigns, partnering with creative teams to produce dynamic, engaging content (text, image, and video) that resonates with our community, and layering in social-first insights. You will also be responsible for monitoring, tracking, and reporting community engagement metrics, providing insights to guide future initiatives.

Key responsibilities also include:

• Owning reactive opportunities & community outreach.

• Owning content calendar management.

• Owning publishing across all accounts.

• Flagging high-risk and opportunistic CM moments.

• Being actively present in the comment section.

Ultimately, your job is to ensure outstanding community engagement and brand reputation by working closely with internal disciplines (Creative, Strategy, Account Management) and leveraging social listening and engagement tools (e.g., Pulsar, Sprinklr). You will also play a vital role in building and nurturing relationships with key community stakeholders and staying on top of emerging social media platforms and digital technology trends.

Role Expectations:

Community Engagement & Brand Voice:

• What this means in practice: Act as the primary voice for the brand on social channels, responding to comments, questions, and customer inquiries with a clear understanding of our brand's Tone of Voice (ToV). Proactively engage with the community to foster positive interactions, build brand loyalty, and nurture relationships. Own reactive opportunities and community outreach.

Reputation Management & Risk Mitigation:

• What this means in practice: Listen and monitor for potential reputational risks and flag concerns as they emerge, ensuring timely internal communication and appropriate response strategies. Serve as the first line of defense for brand reputation in the social sphere, acting as a “firefighter” when needed. This includes monitoring, flagging, reporting, and collaborating on responses, being more reactive but with proactive monitoring.

Content Collaboration & Campaign Implementation:

• What this means in practice: Partner with creative teams to produce dynamic, engaging content—text, image, and video—that resonates with our community, ensuring social-first insights are layered into the creative process. Implement and manage social media and community-focused communication campaigns in line with broader marketing strategies, and own content calendar management.

Social Listening & Insights:

• What this means in practice: Utilize social listening and engagement tools (e.g., Pulsar, Sprinklr) to stay ahead of trends, competitor activities, and audience sentiment shifts. Monitor, track, and report community engagement metrics, providing data insights that help guide future initiatives and optimize strategies.

Cross-Functional Collaboration:

• What this means in practice: Collaborate with brand, creative, and product teams to ensure timely, consistent communication and alignment across channels. Work effectively with internal stakeholders to ensure community feedback informs broader marketing and product development.

Market & Platform Expertise:

• What this means in practice: Stay on top of emerging social media platforms, digital technology trends, and community-building strategies to ensure the brand remains relevant and innovative. Proactively identify new opportunities for community growth and engagement.

How This Translates into Perception:

The skills and attributes you bring to this role will enable you to be perceived as:

• A Brand Guardian: Protecting and enhancing the brand's reputation and voice in the social sphere, acting as a “firefighter” for potential issues.

• An Engaging Communicator: Building rapport and fostering positive interactions with diverse online communities, and acting as a community builder focused on creating connections.

• A Proactive Listener: Anticipating community needs and identifying potential issues before they escalate, being vigilant and analytical in monitoring sentiment.

• An Insightful Analyst: Interpreting data to inform strategic decisions and improve community engagement, leveraging strong data analysis skills.

• A Collaborative Partner: Working seamlessly with internal and external teams to achieve shared objectives.

• A Trend Spotter: Keeping the brand at the forefront of social media and community best practices.

T&P is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

The pay range for this role is $70,000-$80,000 . Individual compensation will be commensurate with the candidate's experience and local cost of labor. Salary is subject to change based on factors such as geographic location and cost of living in location of hire.