Community & Engagement Manager

Job title : Community & Engagement Manager

Job Summary

• The Community & Engagement Manager will manage the Group's social media communities and audience engagement across approved digital channels, including WhatsApp.
• The role will build trusted digital relationships, grow relevant audiences, coordinate timely responses, manage escalations and convert audience feedback into actionable insight.
• The role will also ensure that community interactions are consistent with approved corporate messaging, service standards, brand values and crisis communication protocols.

Key Responsibilities

Social media and channel management:

• Manage the day-to-day operation of approved Group social media accounts and WhatsApp channels, including publishing coordination, response management and channel hygiene.

Community engagement:

• Develop and execute community engagement plans that encourage meaningful interaction, improve responsiveness and strengthen stakeholder trust.

Audience growth:

• Identify and implement responsible organic and campaign-led audience growth initiatives, working with the Content & Editorial and Creative & Multimedia teams.

Response and moderation management:

• Develop response templates, moderation guidelines and service standards; ensure comments, questions and complaints are acknowledged and routed appropriately.

Digital stakeholder engagement:

• Coordinate online engagement with customers, communities, media, partners, employees and other relevant stakeholders in line with approved communication objectives.

Campaign and event support:

• Manage live and real-time audience engagement during campaigns, corporate events, announcements and crisis situations.

Audience insight:

• Track recurring questions, concerns, content preferences and emerging community themes; share insights with relevant teams to improve content and stakeholder response.

Governance and compliance:

• Maintain access controls, response logs and approval records, and ensure compliance with channel policies, privacy requirements and digital governance standards.

Key Requirements

Education and Work Experience:

• Bachelor's degree in Mass Communication, Public Relations, Marketing, Digital Media, Business Administration or a related discipline.
• Minimum of 6 years' relevant experience in social media management, online community management, digital customer engagement or corporate communications.
• Practical experience managing high-visibility social channels and coordinating sensitive stakeholder responses.
• Experience in a large corporate organisation, consumer-facing business or reputable digital agency is desirable.

Functional Competencies:

• Social media platform management, moderation and community-building.
• Excellent written communication and audience-appropriate response drafting.
• Escalation judgement and familiarity with reputation and crisis response processes.
• Campaign execution, live coverage and real-time engagement.
• Working knowledge of social media management, scheduling and analytics tools.
• Understanding of digital privacy, channel security and platform policies.
• Audience insight, engagement analysis and performance reporting.
• Strong cross-functional stakeholder and service-management skills.
• Ability to work flexibly during time-sensitive announcements or emerging issues.