Community Manager

Summary/Objective:

The Community Manager serves as the voice, advocate, and cultural steward of our clients' brands across digital and social platforms. Sitting at the intersection of strategy and authentic human connection, this role is responsible for building vibrant, engaged online communities that drive brand affinity, foster meaningful conversations, and support the agency's broader creative and business goals. The Community Manager works closely with account, strategy, and content teams to ensure every community touchpoint reflects brand integrity and resonates with target audiences.

Essential Duties & Responsibilities:

• Develop and execute community engagement strategies aligned with client brand guidelines and campaign objectives.
• Manage day-to-day community interactions across social media platforms including Instagram, Facebook, X (Twitter), LinkedIn, TikTok, and emerging channels.
• Monitor, moderate, and respond to comments, messages, and mentions in a timely and brand-consistent manner.
• Identify trending conversations, cultural moments, and audience insights to inform content and campaign strategies.
• Collaborate with creative, content, and paid media teams to ensure cohesive messaging and community alignment.
• Track, analyze, and report on community KPIs including engagement rate, sentiment, growth, and share of voice.
• Manage crisis communication protocols and escalate issues as appropriate to account leads.
• Build and nurture relationships with brand advocates, influencers, and key community members.
• Support new business pitches by providing community and audience insights.

Essential Functions: 

• Maintain daily presence across assigned client community channels, including weekends and holidays on a rotation basis.
• Create, schedule, and publish organic social content in coordination with content calendars.
• Actively listen to and distill audience signals into actionable recommendations for internal teams.
• Coordinate with legal, compliance, and client stakeholders when required for message approval.
• Assist in the planning and live coverage of brand events, product launches, and activations.
• Maintain community guidelines and ensure adherence by community members and moderators.

Other Duties: 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibility:

• This role does not carry formal direct reports at the entry to mid-level. However, the Community Manager may coordinate the work of junior social media coordinators, freelance moderators, or community interns on a project basis. 
• Senior-level Community Managers may oversee a team of 2–4 community specialists across multiple client accounts.

Job Competencies

• Communication & Empathy
• Audience Insight
• Problem Solving
• Collaboration
• Accountability
• Adaptability

Preferred Education and Related Experience:

• Bachelor's degree in Communications, Marketing, Journalism, Public Relations, or a related field preferred.
• 2–4 years of experience in community management, social media, or digital marketing — ideally within an advertising agency or multi-client environment.
• Demonstrable portfolio of community-building work or client-facing social media management.
• Experience managing communities for consumer brands, CPG, retail, or lifestyle sectors is a plus.
• Familiarity with influencer partnership coordination is advantageous.

Knowledge & Critical Skills

• Proficiency in social media management tools (Sprout Social, Hootsuite, Later, or similar).
• Working knowledge of social analytics platforms (Meta Business Suite, TikTok Analytics, Brandwatch, etc.).
• Basic graphic/content creation skills; familiarity with Canva, Adobe Express, or similar tools.
• Understanding of paid social mechanics and how organic community activity intersects with paid performance.
• Deep understanding of platform-specific algorithms, content formats, and best practices.
• Knowledge of brand safety, community moderation standards, and crisis communication frameworks.
• Awareness of digital advertising regulations, FTC disclosure guidelines, and data privacy norms.
• Cultural fluency and sensitivity across diverse audiences and global markets.

Physical Demands:

• This position is primarily sedentary; involves extended periods of computer and screen work.
• Ability to work flexible hours, including occasional evenings and weekends, to support campaign launches, live events, or on-call community monitoring.
• Occasional travel may be required (up to 10–15%) for client events, brand activations, or agency off-sites.
• Must be able to operate a computer, phone, and standard office equipment with or without reasonable accommodation.

Work Environment & Schedule Requirements: 

• Standard workweek is Monday through Friday; however, the nature of community management requires availability and responsiveness outside standard business hours.
• Fast-paced, collaborative agency environment with open-office or shared studio settings.
• Regular interaction with clients, creative teams, strategists, and external partners via video calls, in-person meetings, and collaborative platforms (Slack, Asana, etc.).
• Must be comfortable managing multiple client accounts simultaneously under deadline pressure