Community Manager - Social Media

Role Overview

JeffreyM Consulting seeks a Community Manager on contract through June 30, 2027, with a chance for extension. This role centers on managing daily one-to-one interactions across social channels, crafting and executing reactive engagement strategies, and converting community input into detailed, actionable reports. The position plays a pivotal role in fostering trust and relationships, ensuring the brand communicates with appropriate tone and timing across platforms.

Key Responsibilities

• Drive daily personalized engagement on platforms including X, Instagram, TikTok, Threads, Facebook, Reddit, YouTube comments, and emerging channels.
• Respond swiftly with empathy and clarity to inbound direct messages, replies, tags, mentions, and relevant conversations.
• Preserve brand voice, adjusting tone to suit platform cultures, audience expectations, and context.
• Develop trust and strengthen community ties through thoughtful, human-centric interactions that maintain brand safety.
• Detect high-value engagement prospects such as collaborators, superfans, critics, cultural events, and audience dialogues to boost relevance and affinity.
• Identify opportunities that promote community growth, participation, advocacy, reach, and ongoing connections.
• Shape and implement the brand's reactive engagement tactics, deciding when to engage, hold back, monitor, or escalate to departments like PR, Legal, Support, Product, or leadership.
• Customize messaging style and timing per platform culture and audience behavior.
• Maintain awareness of platform risks, brand safety, audience needs, and conversation sensitivities.
• Collaborate with social strategists, content teams, and internal partners to activate reactive posts, replies, and micro-campaigns.
• Provide guidance on how community feedback and cultural context should influence creative and engagement decisions.
• Observe trends, cultural moments, sentiment changes, platform discourse, and behavior shifts in real time.
• Identify emerging subcultures, creators, conversation groups, and audience signals pertinent to the brand.
• Propose timely brand participation in relevant conversations thoughtfully and suitably.
• Detect recurring themes and insights impacting brand strategy or content planning, and communicate these clearly for engagement and reporting.
• Monitor for reputation risks, negative sentiment, misinformation, service issues, and sensitive discussions.
• Escalate concerns promptly with clear context, suggested actions, and urgency.
• Assist in real-time responses during critical moments, product launches, or sensitive topics maintaining sound judgment.
• Spot support queries, product problems, troubleshooting needs, and customer concerns; route appropriately maintaining empathy.
• Track escalations to ensure consistent handling and stay familiar with governance and escalation processes.
• Identify recurring support issues warranting broader follow-up.
• Compile reports on engagement successes, sentiment themes, reactive events, risks, and community trends.
• Convert community feedback into actionable insights for product, brand, content, support, and leadership teams.
• Maintain tagging systems and dashboards for accurate measurement and reporting.
• Work with analysts and social leads to incorporate community insights into wider strategic narratives.
• Collaborate cross-functionally with strategists, content, publishing, legal, PR, product, support, and stakeholders to ensure cohesive community presence aligned with business objectives.
• Contribute to playbooks, response guidelines, workflows, and best practices in community management.
• Possibility to assist with channel content publishing as needed.

Qualifications

• At least 3 to 5 years of experience managing social media communities for brands, agencies, creators, platforms, or similar entities.
• Comprehensive understanding of social media platform cultures, audience behavior, and unspoken norms.
• Excellent writing skills capable of adapting tone precisely and rapidly according to platform and context.
• Sound judgment for rapid, informed decisions in high-pressure or public situations.
• Experience handling direct community engagement, customer interactions, and audience communication across multiple social media platforms.
• Ability to spot engagement opportunities, identify risks, and escalate issues with clear recommendations.
• Comfortable operating within brand voice, governance, moderation, legal, PR, and escalation protocols.
• Strong organizational skills, careful attention to detail, disciplined tagging, and accurate reporting capabilities.
• Preferred experience includes use of social listening or community management tools (e.g., Sprinklr, Opal, Brandwatch, Sprout), cross-team collaboration with PR, Legal, Product, Support, Marketing, and Communications, familiarity with reactive content, cultural insights, crisis monitoring, and creator ecosystems.

Compensation and Benefits

The annual salary range is $67,000 to $70,000, specific to the client involved which will be revealed during the hiring progression.

• Employer contributions towards employee-only medical and dental premiums
• Optional vision coverage
• 401(k) retirement plan
• Paid time off (PTO)
• Company laptop provided
• Life insurance, disability insurance, accidental death & dismemberment coverage
• Optional short-term disability, accident, cancer/critical illness, and pet insurance available