Senior Specialist, Social Media Community Manager

Summary:

We are seeking a Senior Specialist, Community Manager to lead day-to-day engagement across social communities and help strengthen customer trust, loyalty, and advocacy. This role owns community strategy execution, engagement standards, moderation workflows, and escalation handling. The Senior Specialist partners with social, customer care, product, comms and brand teams to ensure timely, brand-right responses and consistent community growth.

Duties and Responsibilities:

• Lead community engagement across priority social channels and brand touchpoints.

• Develop and enforce response guidelines, moderation standards, and escalation processes.

• Partner with customer care and PR teams on issue triage, sensitive responses, and incident management.

• Monitor conversation trends, sentiment, and community feedback to identify insights and risks.

• Build community playbooks for proactive engagement around campaigns, launches, and key moments.

• Coordinate with content and social teams to align community voice with editorial plans.

• Work collaboratively across the organization, building relationships with key leaders, to ensure a robust,

holistic and diverse content calendar.

• Track and report engagement, response-time, sentiment, and resolution metrics.

• Identify opportunities to increase advocacy, retention, and positive community participation.

• Support social listening workflows and inform cross-functional teams with audience insights.

Minimum Qualifications:

• 5+ years of experience in social community management or digital engagement roles.

• Proven ability to manage high-volume interactions while maintaining brand voice.

• Experience handling escalations and coordinating cross-functional issue response.

• Strong writing skills and sound judgment in public-facing communications.

• Data fluency with social/community metrics and reporting.

• Excellent organization and ability to manage multiple priorities under deadlines.

• Experience using social platforms and programs, and project management tools.

Preferred Skills:

• Experience in regulated or high-trust industries with elevated customer sensitivity.

• Familiarity with social care and community management tools.

• Experience in an agency environment or on a cross functional marketing team.

• Experience supporting crisis response and reputation management workflows.

• Understanding of customer lifecycle and retention strategy.

Working Conditions:

Our office follows 4 days onsite and 1-day remote schedule.