Community Engagement Manager

Overview

The Community Engagement Manager will oversee the management of the Group's social media communities and audience interactions on approved digital platforms, including WhatsApp. This role focuses on building trustworthy digital relationships, expanding relevant audiences, coordinating timely responses, handling escalations, and transforming audience feedback into practical insights. Additionally, the position ensures that community communications align with corporate messaging, service standards, brand values, and established crisis communication procedures.

Key Responsibilities

• Manage daily operations of the Group's authorized social media accounts and WhatsApp channels, including content publishing coordination, response handling, and maintaining channel integrity.
• Design and implement community engagement strategies to foster meaningful interactions, enhance responsiveness, and reinforce stakeholder trust.
• Plan and execute responsible organic and campaign-driven audience growth initiatives in collaboration with Content & Editorial and Creative & Multimedia teams.
• Create response templates, moderation policies, and service standards; ensure all comments, inquiries, and complaints are acknowledged and directed appropriately.
• Coordinate digital engagement with customers, communities, media, partners, employees, and other stakeholders, adhering to approved communication goals.
• Oversee live audience engagement during campaigns, corporate events, announcements, and crisis management situations.
• Monitor recurring questions, concerns, content preferences, and emerging community trends; relay insights to relevant teams to enhance content and stakeholder communication.
• Maintain access control, response logs, and approval records to guarantee compliance with platform policies, privacy standards, and digital governance requirements.

Qualifications and Experience

• Bachelor's degree in Mass Communication, Public Relations, Marketing, Digital Media, Business Administration, or a related field.
• At least 6 years of relevant experience in social media management, online community oversight, digital customer engagement, or corporate communications.
• Proven background managing prominent social media channels and coordinating sensitive stakeholder responses.
• Experience within large corporate environments, consumer-facing organizations, or respected digital agencies is preferred.

Skills and Competencies

• Proficiency in managing social media platforms, community moderation, and audience development.
• Excellent written communication skills tailored to diverse audience needs.
• Strong judgment for escalation and experience with reputation and crisis response procedures.
• Expertise in campaign execution, live coverage, and real-time audience interaction.
• Familiarity with social media management, scheduling, and analytics tools.
• Understanding of digital privacy concerns, channel security, and platform regulatory policies.
• Ability to analyze audience engagement, generate insights, and produce performance reports.
• Solid stakeholder management and cross-functional collaboration capabilities.
• Flexibility to work during time-sensitive announcements or urgent situations.