Social Media Community Coordinator

• Oversee all community management requirements across social media platforms.
• Respond to social media enquiries and contacts within agreed timeframe.
• Ensure cross functional engagement to resolve any customer / community issues as they arise.
• Engaging with influencers to deliver on content requirements.

• Monitor and respond to comments, messages, and mentions across all social platforms within agreed SLAs.
• Provide accurate, helpful, and empathetic responses that reflect brand tone and guidelines.
• Escalate complex enquiries to Customer Service, Product Managers, Social Media team or relevant teams and follow up for resolution.
• Moderate user-generated content (UGC) to maintain brand safety and compliance.
• Maintain and update response templates and FAQs for consistency and efficiency.
• Develop and maintain effective cross functional processes to deliver content outputs effectively and efficiently. Clearly document and communicate these processes.
• Undertake review to ensure social media content trends are understood and where relevant deliver these trends for engaging content.

• Work closely with Social Media Content Creators to align community engagement with campaigns and organic posts.
• Share common questions, feedback, and sentiment insights with the wider team to inform future content.
• Liaise with influencers and ambassadors for community-driven initiatives (e.g., giveaways, Q&A sessions).
• Participate in team meetings to align priorities and campaign requirements.
• Monitor sentiment and engagement trends across platforms.

• Community enquiries receive timely, accurate, and empathetic responses
• All interactions reflect tone of voice and brand guidelines.
• Positive movement in sentiment and engagement quality across platforms.
• Effective escalation and resolution of customer issues.
• Community activations contribute to awareness and engagement KPIs.
• Community management standards and guidelines are delivered for each brand.

Acquire Intelligence