Community Engagement Manager

About the role

The Community Engagement Manager will lead the Group’s social media communities and audience interaction across approved digital channels, including WhatsApp. You will build trusted digital relationships, grow relevant audiences, and turn feedback into actionable insights while ensuring alignment with corporate messaging and crisis protocols.

Key responsibilities

• Manage day‑to‑day operations of approved social media accounts and WhatsApp channels, including publishing, response handling, and channel hygiene.
• Develop and execute community engagement plans to encourage meaningful interaction and strengthen stakeholder trust.
• Identify and implement organic and campaign‑driven audience growth initiatives in collaboration with content and creative teams.
• Create response templates, moderation guidelines, and service standards; ensure timely acknowledgment and routing of comments, questions, and complaints.
• Coordinate online engagement with customers, media, partners, employees, and other stakeholders according to communication objectives.
• Oversee live audience engagement during campaigns, corporate events, announcements, and crisis situations.
• Track recurring questions, concerns, and emerging community themes; share insights with relevant teams.
• Maintain access controls, response logs, and approval records to ensure compliance with privacy and digital governance standards.

Required profile

• Bachelor’s degree in Mass Communication, Public Relations, Marketing, Digital Media, Business Administration or related field.
• Minimum 6 years of experience in social media management, online community management, digital customer engagement or corporate communications.
• Proven experience handling high‑visibility social channels and sensitive stakeholder responses.
• Experience in a large corporate organization, consumer‑facing business or reputable digital agency is desirable.

Required skills

• WhatsApp channel management
• Social media platform management