The Role:
Apply here:
This role centers on listening and responding. You'll manage comments, DMs, mentions, and discussions across all social platforms, with special focus on YouTube. You'll represent the brand's tone and culture—authentic, consistent, and human—while spotting opportunities to strengthen relationships and protect our reputation online.
Responsibilities:
* Monitor, respond to, and engage with audiences across YouTube, Instagram, TikTok, Facebook, X, and other platforms.
* Track community sentiment and flag emerging conversations, issues, or trends.
* Partner with marketing and creative teams to align tone and responses with brand messaging.
* Develop community engagement strategies to deepen brand affinity and encourage user-generated content.
* Maintain response protocols and escalate sensitive issues when needed.
* Analyze engagement performance and share insights for content optimization.
* Stay updated on platform policies, emerging social trends, and competitor community practices.
Ideal Profile:
* 2–4 years experience in social media management, community management, or customer engagement—ideally within eCommerce or consumer brands.
* Proven success managing YouTube communities.
* Exceptional written communication and tone adaptation skills.
* Strong grasp of digital culture and online community dynamics.
* Comfortable using social media monitoring and analytics tools (e.g., Sprout, Hootsuite, Brandwatch, or similar).
* Able to balance empathy, humor, and professionalism in public and private interactions.
What Success Looks Like:
* Fast, thoughtful responses that sound like us.
* High audience satisfaction and visible community growth.
* Early detection of potential brand risks or opportunities.
* Data-backed insights that shape smarter social strategy.
What's on Offer?
* Strong opportunities to progress your career
* Fantastic work culture
* Flexible working options