Community Manager

Responsibilities:

Community Engagement and Relationship Management:

• Build and maintain active relationships with online audiences across assigned platforms.
• Respond to comments, direct messages, mentions and enquiries in a timely, professional manner.
• Encourage conversations around Live Sessions, our podcast, agency content and company projects.
• Welcome community members and strengthen participation and loyalty.
• Manage interactions with artists, guests, clients, collaborators and followers before and after releases.
• Maintain a helpful, creative and approachable tone consistent with each brand.

Social Media Publishing and Content Coordination:

• Work with marketing and creative teams to maintain a social media content calendar.
• Schedule and publish approved content across assigned platforms as applicable.
• Check captions, tags, links, hashtags, video covers and calls to action before publication.
• Coordinate tags, collaboration requests and sharing arrangements with artists, guests and partners.
• Monitor published content for errors and escalate corrections.
• Support distribution of Live Sessions, podcast episodes, campaigns and promotions.

Enquiry Management and Lead Support:

• Identify business enquiries and partnership opportunities across community channels.
• Respond to initial enquiries using approved messaging and collect relevant information.
• Record and route qualified enquiries to the appropriate sales, marketing or production team member.
• Follow up on assigned enquiries and update the agreed lead tracker.
• Monitor outstanding conversations and help prospects request a quote or book a consultation.

Community Monitoring and Brand Reputation:

• Monitor mentions, reviews, feedback and conversations about company brands.
• Moderate interactions in line with approved guidelines.
• Identify and promptly escalate complaints, sensitive issues and reputational concerns.
• Respond respectfully to customer concerns and coordinate with relevant teams to support resolution.
• Record recurring questions and protect confidential customer and company information.

Audience Growth and Community Development:

• Identify opportunities to grow and engage relevant audiences.
• Recommend polls, questions, live discussions and other interactive activities.
• Engage creators, artists, industry voices and communities in line with approved outreach plans.
• Support campaigns encouraging audiences to watch, share, enquire or attend.
• Suggest improvements to audience retention and participation and monitor platform trends.

Reporting, Insights and Collaboration:

• Prepare weekly reports on community activity, content performance, enquiries and outstanding actions.
• Track response time, engagement, audience growth, enquiries and lead handovers.
• Share feedback and recurring questions with marketing, sales, creative and production teams.
• Recommend improvements based on audience insights and participate in planning meetings.

Requirements:

• A minimum of an HND in mass communication, marketing, public relations, English, business administration or a related field.
• At least two years’ experience in community management, social media management, customer engagement or a related role.
• Experience managing business or brand accounts and responding professionally to enquiries, feedback and complaints.
• Experience preparing social media or community performance reports.

Preferred:

• Experience with a marketing agency, media company, entertainment brand or content production business.
• Experience supporting business-facing and entertainment audiences.
• Familiarity with lead tracking, CRM tools or enquiry management.
• A portfolio or examples of accounts, communities or campaigns managed.

Skills and Competencies:

• Strong written and verbal communication and ability to use different brand voices.
• Understanding of social media platforms and community engagement practices.
• Customer service, relationship management and calm handling of sensitive conversations.
• Familiarity with scheduling, analytics and reporting tools.
• Organisation, attention to detail, sound judgement and teamwork.
• Basic lead qualification and referral skills; interest in entertainment, content and marketing.

Key Performance Indicator:

• Timeliness during agreed working hours: Respond to at least 90% of actionable enquiries within one working day.
• Recording and handover:  Record and route 100% of identified business enquiries.
• Follow-up on assigned enquiries: Follow up on at least 90% within the agreed timeframe.
• Timely Publication of Approved Content: Publish at least 95% of approved scheduled content on time.
• Useful Engagement Ideas:  Recommend at least one improvement per quarter.
• Team Coordination and Handovers:  Attend agreed meetings and complete handovers within agreed timelines.
• Reports and Audience Insights: Submit one weekly report and share key insights at monthly review.
• Escalation of Sensitive Issues: Escalate 100% of identified sensitive issues under the agreed procedure.
• Relevant Followers and Subscribers: Establish a baseline and agree quarterly targets for each platform.
• Quality and Volume of Interactions: Track monthly and agree an improvement target after establishing a baseline.
• Accuracy of Publishing Details:  Check 100% of scheduled posts against the approved checklist.