Social Media Community Manager

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