Community Marketing Manager
1 day ago
Barcelona
Community Manager Barcelona, Spain Meraki Talent is looking for a sharp, proactive Community Manager to shape how our client’s business is perceived, discussed, and trusted across online communities where their customers and industry audiences engage. This is not primarily a content role. This is a reputation role. As Community Manager you will act as an early-warning system, rapid responder, and reputation steward monitoring what is being said about the business in real time across social media, review platforms, industry forums, and community spaces, and taking decisive action to protect, defend, and strengthen brand trust. The Role Reputation Management • Monitor brand reputation continuously across social media, review platforms, online communities, forums, messaging groups, and industry discussion spaces where customers discuss financial products and services, • Identify and triage reputation risks early, including complaints gaining traction, misinformation, spikes in negative sentiment, or coordinated criticism, escalating or responding before issues intensify, • Lead response strategies for complaints, negative reviews, and public criticism, ensuring communication is timely, professional, empathetic, and compliant, • Track brand sentiment over time using social listening tools and produce regular reputation health reports, trend analysis, and recommendations, • Support crisis escalation protocols by identifying when issues should be addressed publicly, privately, or escalated internally to legal, compliance, or senior leadership, • Respond to misinformation or inaccurate claims in a factual, measured, and brand-safe manner, • Maintain structured records of complaints, recurring concerns, and reputation trends, sharing insights with Product, Customer Support, Marketing, and other internal teams to address root causes Community Management • Manage day-to-day activity across relevant social and community platforms, including community engagement channels and messaging platforms, • Respond to comments, messages, and customer questions in line with brand voice, communication standards, and regulatory requirements, • Moderate discussions to maintain a positive, professional, and brand-safe environment, • Create, schedule, and publish engaging content including updates, campaigns, educational material, and trust-building communications, • Grow community presence through organic engagement, partnerships, and audience development initiatives, • Support product launches, campaigns, webinars, and promotional activity through community engagement, • Collaborate closely with Marketing, Design, Product, Compliance, and Customer Support teams to ensure aligned messaging Compliance & Regulatory Awareness • Ensure all community activity, public responses, promotions, and campaigns adhere to relevant regulatory requirements and compliant communication standards across jurisdictions, • Apply care and judgment in public-facing responses to minimise compliance or reputational risk Reporting & Insights • Track and report on reputation metrics, sentiment trends, audience growth, engagement, reach, and escalation volumes, • Leverage AI and automation tools for social listening, scheduling, moderation, reporting, and workflow efficiency, • Surface customer feedback, emerging concerns, and recurring issues to relevant internal teams The Person The successful candidate is someone who reads the room before the room catches fire. Proactive rather than reactive, staying close to customer sentiment, industry conversations, and emerging concerns, moving quickly when something requires attention. As Community Manager you understand that in regulated financial services, trust matters and that difficult conversations, complaints, or negative feedback are opportunities to reinforce professionalism and credibility. You remain calm and measured under pressure, knowing when to respond publicly, when to move discussions into private channels, and when to involve internal stakeholders. This is a hands-on ideal for someone who is operationally strong, capable of balancing day-to-day community management responsibilities while maintaining a clear view of the broader reputation landscape. • Previous experience in Community Management, social media, or Reputation Management within a regulated or high-scrutiny industry (financial services, fintech, insurance, payments, or similar preferred), • Demonstrable experience managing online reputation, including complaints handling, reviews, and public-facing brand issues or crises, • Strong understanding of how trust and reputation are built online, and the ability to respond quickly and effectively under pressure, • Excellent written communication skills in English, with the ability to adapt tone for both professional and community audiences, • Familiarity with social listening, moderation, and reputation management tools, • Working knowledge of compliance and regulated communications, with an understanding of what can and cannot be communicated in regulated environments, • Familiarity with AI tools for content creation, workflow efficiency, automation, and research, • Knowledge of financial markets, investing, financial products, or customer-facing financial services is advantageous