Social Media & Community Manager [208056]
8 days ago
New York
About the Role Our client, a leading global CPG organization, is seeking a Social Media & Community Manager to lead how its brands actively engage in conversation, culture, and community. This role owns day-to-day engagement strategy and execution—ensuring the brand’s social presence is human, responsive, and culturally relevant. You will play a critical role in shaping how iconic consumer brands connect with audiences in real time, turning everyday interactions into meaningful brand moments that drive relevance and loyalty. Key Responsibilities * Own and execute cross-platform community engagement strategies * Define platform-specific engagement approaches aligned to audience behavior and brand objectives * Lead proactive and reactive engagement across comments, DMs, mentions, and cultural conversations * Identify opportunities for the brand to show up in real-time and cultural moments beyond owned content * Build scalable frameworks that drive UGC, participation, and community advocacy * Partner cross-functionally with Strategy, Creative, Brand, Influencer, PR, Legal, and Customer Care * Lead fan engagement initiatives including surprise-and-delight, gifting, sampling, and product seeding * Execute advocacy programs tied to campaigns, launches, and cultural moments * Develop repeatable workflows, outreach playbooks, and activation guardrails * Turn high-value interactions into shareable, brand-building moments * Provide expertise on community tools, partner ecosystems, and activation technologies * Serve as the editorial lead for all community interactions * Develop and maintain response guidelines, tone of voice, and engagement standards * Ensure brand-safe moderation with consistency, speed, and quality * Monitor sentiment, trends, and behavioral signals across platforms * Translate insights into campaign strategy and rapid-response opportunities * Leverage listening tools to improve engagement quality and responsiveness * Stay current on emerging platforms, tools, and cultural trends * Monitor and triage sensitive or high-risk interactions * Execute escalation protocols with PR, Legal, Customer Care, and Brand teams * Protect brand reputation through timely, accurate, and thoughtful responses * Track and analyze KPIs across: * Engagement quality * Sentiment * Participation * Response time/performance * Measure impact of gifting, seeding, and advocacy programs * Contribute to performance reporting and strategic recommendations * Drive continuous improvement through test-and-learn optimization Qualifications * 4-6 years of experience in community management, social engagement, or audience strategy * Proven success managing high-volume brand social presence and moderation * Experience executing gifting, seeding, and advocacy programs * Strong fluency across major and emerging social platforms (TikTok, Instagram, X, YouTube, etc.) * Exceptional written communication and brand voice control * Experience with social listening and community management tools (e.g., Sprinklr, Khoros, Sprout) * Strong judgment in reputation-sensitive and escalation scenarios * Ability to translate insights into clear, strategic recommendations * Comfortable operating in fast-paced, culture-driven environments The Ideal Candidate You are a culture-first operator who understands how brands show up in conversation—not just campaigns. You’re deeply attuned to tone, timing, and audience nuance, and you thrive in real-time environments where speed + judgment matter. You see community not as moderation—but as a strategic growth lever for relevance, loyalty, and trust. #LI-SH2 #LI-Hybrid