Social Media & Community Manager

Overview

About the Role

Our client, a leading global CPG organization, is seeking a Social Media & Community Manager to lead how its brands actively engage in conversation, culture, and community. This role owns day-to-day engagement strategy and execution—ensuring the brand’s social presence is human, responsive, and culturally relevant.

You will play a critical role in shaping how iconic consumer brands connect with audiences in real time, turning everyday interactions into meaningful brand moments that drive relevance and loyalty.

Key Responsibilities

Community Engagement Strategy & Execution

• Own and execute cross-platform community engagement strategies
• Define platform-specific engagement approaches aligned to audience behavior and brand objectives
• Lead proactive and reactive engagement across comments, DMs, mentions, and cultural conversations
• Identify opportunities for the brand to show up in real-time and cultural moments beyond owned content
• Build scalable frameworks that drive UGC, participation, and community advocacy
• Partner cross-functionally with Strategy, Creative, Brand, Influencer, PR, Legal, and Customer Care

Community Activation & Advocacy

• Lead fan engagement initiatives including surprise-and-delight, gifting, sampling, and product seeding
• Execute advocacy programs tied to campaigns, launches, and cultural moments
• Develop repeatable workflows, outreach playbooks, and activation guardrails
• Turn high-value interactions into shareable, brand-building moments
• Provide expertise on community tools, partner ecosystems, and activation technologies

Brand Voice & Governance

• Serve as the editorial lead for all community interactions
• Develop and maintain response guidelines, tone of voice, and engagement standards
• Ensure brand-safe moderation with consistency, speed, and quality

Insights & Cultural Intelligence

• Monitor sentiment, trends, and behavioral signals across platforms
• Translate insights into campaign strategy and rapid-response opportunities
• Leverage listening tools to improve engagement quality and responsiveness
• Stay current on emerging platforms, tools, and cultural trends

Risk Management & Escalation

• Monitor and triage sensitive or high-risk interactions
• Execute escalation protocols with PR, Legal, Customer Care, and Brand teams
• Protect brand reputation through timely, accurate, and thoughtful responses

Measurement & Optimization

• Track and analyze KPIs across:

  • Engagement quality

  • Sentiment
  • Participation
  • Response time/performance
• Measure impact of gifting, seeding, and advocacy programs
• Contribute to performance reporting and strategic recommendations
• Drive continuous improvement through test-and-learn optimization

Qualifications

• 4-6  years of experience in community management, social engagement, or audience strategy
• Proven success managing high-volume brand social presence and moderation
• Experience executing gifting, seeding, and advocacy programs
• Strong fluency across major and emerging social platforms (TikTok, Instagram, X, YouTube, etc.)
• Exceptional written communication and brand voice control
• Experience with social listening and community management tools (e.g., Sprinklr, Khoros, Sprout)
• Strong judgment in reputation-sensitive and escalation scenarios
• Ability to translate insights into clear, strategic recommendations
• Comfortable operating in fast-paced, culture-driven environments

The Ideal Candidate

You are a culture-first operator who understands how brands show up in conversation—not just campaigns. You’re deeply attuned to tone, timing, and audience nuance, and you thrive in real-time environments where speed + judgment matter.

You see community not as moderation—but as a strategic growth lever for relevance, loyalty, and trust.

#LI-SH2