Social Community Manager

What You’ll Do: Build Community Growth & Belonging: Develop and run a community plan for each assigned brand that turns passive followers into active participants who return, recognise the brand, and feel part of something. Identify and nurture core fans, repeat commenters, and brand advocates. Recognise and reward loyal community members through shoutouts, features, and exclusive moments. Create shared rituals and community moments that give people reasons to keep participating. Develop & Live the Brand Community Persona: Help develop a Brand Community Persona Playbook for every assigned account, and bring it to life consistently in every conversation. Define each brand’s personality, vocabulary, humour boundaries, cultural references, conversation style, and relationship with its audience. Keep reply banks, FAQs, and do’s and don’ts up to date so the team stays on-persona. Start Conversations, Not Just Reply: Proactively give the community something to respond to. Join relevant cultural and trending conversations in the brand’s voice. Interact with creators, KOLs, and other pages where it fits the brand persona. Create recurring conversation formats, such as weekly prompts, series, and challenges, that audiences look forward to. Manage Day-to-Day Conversations: Monitor and respond to comments, DMs, mentions, and reviews promptly and on-persona across Facebook, Instagram, TikTok, Threads, X, Xiaohongshu, and YouTube. Route questions, feedback, and complaints to the client or relevant team when needed. Moderate & Protect the Community: Apply comment and inbox moderation guidelines, remove spam and harmful content, and handle trolls and negative comments tactfully. Crisis Management: Watch for negative sentiment, complaints, and potential crises. Escalate early to the Account Manager with context and suggested responses, and follow approved escalation and crisis protocols. Turn Community Intelligence into Strategy: Use social listening and day-to-day conversations to identify recurring audience questions, emotional triggers, emerging interests, content opportunities, and the reasons behind negative sentiment. Share actionable insights regularly with the Account, Social, Creative, and Strategy teams, not only in monthly reports. Recommend content ideas, campaign angles, and community activations based on what the audience is saying. Measure & Report Community Health: Track whether each community is getting stronger, not just whether replies are fast, and prepare monthly community health reports with clear insights and next steps. Work with the Team: Work closely with Account Managers, content, creative, KOL, and strategy teams so community activity stays aligned with campaigns, launches, and promotions. Stay Culture-Smart: Keep up with memes, trends, local pop culture, and platform updates so conversations stay fresh and relevant. Ad Hoc Support: Take on any other ad hoc tasks, projects, and responsibilities as assigned by the management from time to time. How Success Is Measured: Repeat Engagement: Growth in returning commenters and repeat participants. Meaningful Conversations: More real back-and-forth conversations, not just one-off reactions or emojis. Community Participation: Uptake of recurring formats, user-generated content, and community activities. Sentiment Trends: Improving sentiment over time and quicker recovery from negative moments. Community-Generated Ideas: Content ideas and insights from the community that are picked up by the Account, Social, Creative, and Strategy teams. Responsiveness: Response time and response rate kept within agreed standards. Requirements: An Experienced Community Builder: You have 2–4 years of experience managing brand communities across social platforms, with a track record of growing engagement and loyalty, not only handling replies. A Persona Chameleon: You can switch convincingly between distinct brand personalities and stay true to each one. A Witty, Natural Writer: You write sharp, friendly replies and conversation starters that sound human, not robotic. Multilingual: You are fluent in English and Bahasa Malaysia. Mandarin or Cantonese is an advantage. Internet & Culture Savvy: You know your memes, trends, and Malaysian pop culture, and you know when (and when not) to join in. Strategic & Insight-Driven: You can connect what audiences are saying to what the brand should do next, and explain it simply to the team. Calm with Good Judgement: You stay cool with upset customers and trolls, and you know when to reply, when to escalate, and when to stay quiet. Highly Organised & Responsive: You can manage several brand communities at once and are comfortable with occasional after-hours or weekend monitoring on a rotation basis. A Team Player & Connector: You work well with account, creative, content, and strategy teams and keep everyone in the loop.