Community Management Lead
UXBERT Labs
- Riyadh
- Permanent
- Full-time
- Develop and lead the community management strategy, ensuring alignment with overall brand objectives and guidelines.
- Oversee a team of freelancers responsible for managing brand responses on social media platforms, providing guidance, and ensuring adherence to brand voice and messaging.
- Approve freelancer responses, ensuring accuracy, professionalism, and timely resolution of customer inquiries, comments, and concerns.
- Monitor social media platforms, identifying trends, opportunities, and potential risks, and proactively addressing them.
- Collaborate with the marketing and customer service teams to align community management efforts with broader brand initiatives and campaigns.
- Establish and enforce community management guidelines, ensuring consistency in tone, voice, and brand representation.
- Develop and implement a system for sentiment analysis, analyzing customer feedback, and generating regular reports on the overall sentiment and customer satisfaction levels.
- Monitor key performance indicators (KPIs) related to community engagement, response time, and customer satisfaction, identifying areas for improvement and implementing strategies to enhance community management effectiveness.
- Stay up-to-date with industry trends, best practices, and emerging technologies in community management and social media engagement.
- Foster a positive and inclusive online community environment, nurturing relationships with brand advocates and key influencers.
- Proven experience in community management, social media management, or a related role.
- Strong leadership skills with the ability to guide and manage a team of freelancers effectively.
- Excellent understanding of social media platforms, their features, and best practices for engagement.
- Exceptional written and verbal communication skills, with a keen eye for detail and the ability to maintain consistent brand messaging.
- Experience in sentiment analysis and generating reports that provide insights into customer sentiment and satisfaction.
- Proficient in using social media management tools and analytics platforms.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions and optimize community management strategies.
- Ability to work under tight deadlines and manage multiple projects simultaneously.
- Knowledge of customer service principles and practices, with a customer-centric approach.
- Familiarity with the latest trends and developments in digital marketing and social media.
- A passion for creating and maintaining positive online communities.