Social Media Community Manager
Maadi, Cairo
Social Media Community Manager
Maadi, CairoPosted 1 month ago278Applicants for1 open position
- 28Viewed
- 3In Consideration
- 3Not Selected
Job Details
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Job Description
Job Summary:
We are seeking a proactive and empathetic Social Media Community Manager to be the voice of our clients across their primary social media account. This role is crucial in fostering a positive online community, ensuring timely and professional engagement with their audience, and protecting the brand's reputation. The ideal candidate will possess excellent communication skills in both English and Arabic, a keen eye for detail, and a genuine passion for connecting with consumers.
Responsibilities:
Community Engagement & Response:
- Monitor and respond to all comments, messages, and mentions across the client’s dedicated social media platform (Facebook, Instagram, TikTok) within a timely manner, adhering to established brand guidelines and tone of voice.
- Proactively engage with the community, initiating conversations and building relationships with followers.
- Identify and escalate critical issues or recurring themes to relevant internal teams (e.g., customer service, marketing, product development).
Brand Monitoring & Listening:
- Actively monitor social media conversations beyond the client’s owned pages to identify mentions of the brand, products, or relevant industry topics.
- Track and report on sentiment and discussions related to the products on other pages or public forums.
Customer Service & Complaint Resolution:
- Handle consumer inquiries, feedback, and complaints with professionalism, empathy, and efficiency.
- Effectively de-escalate challenging situations and provide accurate and helpful information or solutions.
- Collaborate with customer service teams to ensure seamless resolution of complex issues.
Content Collaboration (Light):
- Provide insights and feedback to the content creation team based on community interactions and trending topics.
- Identify user-generated content that can be leveraged.
Team Collaboration and Leadership:
- Collaborate effectively with internal teams, fostering a positive and productive work environment.
- Contribute to the agency's knowledge sharing and best practice development.
- Develop and Implement SOPs
Job Requirements
- 1-2 years of proven experience in social media management, community management, or a similar public-facing role.
- Excellent written and verbal communication skills in both English and Arabic
- Demonstrated ability to communicate professionally and empathetically with consumers, including handling complaints and difficult conversations.
- Strong understanding of various social media platforms and their respective best practices for community engagement.
- Ability to work independently and manage time effectively in a fast-paced environment.
- A keen eye for detail and strong organizational skills.
- Familiarity with social media monitoring tools.
