ABOUT THE ROLE As part of a Social Content Pod that engages directly with our client, a market-leading global CPG business, this role combines cultural intelligence with community management across all social communities within your assigned category. You'll be responsible for identifying emerging trends and consumer behaviours while being the "live" voice and ears of the brands. This dual focus allows you to both shape meaningful conversations and gather valuable insights that inform brand strategy. The role will be accountable for driving engagement with audiences as well as managing the owned channels and social presence for relevant brands, acting as the primary point of contact for the online community. WHAT YOU’LL DO Cultural Intelligence & Trends Monitor and analyse cultural trends, social conversations, and emerging behaviours within your category Provide regular insights on category-specific trends, competitor activities, and consumer sentiment Translate social listening insights into actionable recommendations for brand strategy Identify opportunities for brands to participate in relevant cultural moments Community Management & Engagement Develop and execute community engagement strategies that align with overall marketing objectives for each brand in your category Manage brands' owned channels, including daily monitoring, content posting, and community moderation Represent as the 'voice' of the brands online, embodying each brand's unique Tone of Voice Build strong engagement with communities across social media platforms Respond to comments and messages promptly and effectively Strategic Analysis & Reporting Conduct qualitative analysis of social media conversations across your category Track and analyse community metrics and sentiment Identify trends and opportunities to improve brand messaging and content Create regular reports on community health and engagement metrics Content & Collaboration Champion user-generated content (UGC), identifying authentic content that resonates with each brand Work closely with the Content & Social Lead within your category team to share community insights Inform content and campaign strategies based on cultural and community insights Collaborate with Customer Engagement teams on regulatory engagement Brand Protection & Customer Care Manage brand reputation within online communities Address customer inquiries and concerns with empathy and professionalism Escalate issues as needed following established protocols ABOUT YOU What you've done: Community Management Experience: Proven experience directly managing online communities, ideally for brands. This could include: Growing and engaging social media audiences, Creating and executing community engagement strategies, Moderating online discussions and managing conflicts, Tracking and analysing community metrics. Social Listening tools proficiency: Demonstrated ability to create and manage social listening dashboards using tools that are intuitive and efficient, ensuring quick and agile responses to emerging trends. Experience using Sprinklr or Meltwater is a plus. Content Creation Experience – Copywriting focus: Demonstrable ability to create engaging written content for social media, or other online platforms. Customer Service Experience: Experience interacting with customers, addressing inquiries, and resolving issues in a professional and empathetic manner. Additional desirable experience CPG industry: Working directly with CPG brands, retailers, or agencies is a significant advantage. Knowledge of CPG Industry Trends: Demonstrated understanding of current trends, products, and consumer behaviour. What you're great at: Core community Engagement & Management: Online Community Building: Demonstrated ability to cultivate a positive, engaged online community around a brand. This includes understanding platform dynamics and fostering authentic interactions. Social Media Expertise: In-depth knowledge of relevant platforms (Instagram, TikTok, YouTube, etc.), including best practices, content formats, and audience nuances. Community Moderation: Skillfully moderating discussions, addressing conflicts, and maintaining a safe, inclusive environment. This requires strong judgment and sensitivity to diverse perspectives. Relationship Building: Building and nurturing relationships with community members, influencers, and internal stakeholders. Excellent communication (written & verbal) and active listening are crucial. Community Insights & Analysis: Analysing community data, identifying trends, and extracting actionable insights to inform brand strategy and content. Proactive Engagement: Taking initiative to spark conversations, run interactive activities (polls, Q&As, contests), and foster a sense of community beyond simply reacting to comments. Additional Key Skills: Strong analytical mindset with ability to identify and interpret cultural trends Experience in translating social listening insights into actionable recommendations Understanding of cultural nuances within the CPG category Ability to spot emerging trends and their relevance to brands Experience in creating trend reports and cultural analysis LI-ND LI-Hybrid
