Digital Community Manager (East Africa)

As a Digital Community Manager, you will have a key role in providing support for our upcoming events and marketing activities by managing online engagement across our social media platforms and related tasks that may arise in line with the business needs. You will also be responsible for responding to social media chats, moderating comments, and ensuring a positive and professional brand presence. 

1. Social Media Engagement & Chat Support:
   • Respond to customer inquiries and messages on Facebook, Instagram (via Meta Business Suite), TikTok for Desktop, and Google My Business using pre-approved scripts.
   • Ensure accurate, professional, and timely responses while maintaining the Study Now brand voice.
   • Identify frequently asked questions and suggest improvements to scripts when necessary.
2. Comment Moderation & Brand Reputation Management:
   • Monitor and respond to comments on all social media platforms, ensuring a positive and engaging community experience.
   • Use Meta Business Suite’s filter features to manage and organize comment sections efficiently.
   • Identify and report spam, harmful, or inappropriate comments, ensuring brand safety.
3. Information Retention & Brand Knowledge:
   • Quickly learn and internalize information about Study Now’s products, services, and upcoming events.
   • Apply this knowledge effectively when interacting with customers to provide accurate information.
4. Basic Reporting & Insights:
   • Track engagement trends, common inquiries, and customer concerns and provide reports to the marketing team.
   • Identify areas of improvement in customer interaction and share feedback with management.
5. Confidentiality & Professionalism:
   • Handle customer interactions with a high level of confidentiality and professionalism.
   • Ensure data protection policies are followed when managing customer inquiries and internal reports

     6.   Content Contribution & Trend Monitoring:

• • Stay updated on social media trends and suggest innovative engagement strategies.
  • Provide insights on trending topics that align with Study Now’s audience and brand identity.
  • Assist in brainstorming and contributing ideas for social media content to enhance engagement.

      7.       Event Support & Promotion:

1. • Actively promote Study Now’s events, webinars, and initiatives through social media interactions.
   • Respond to event-related inquiries and ensure followers are well-informed about upcoming activities.
   • Support live social media coverage during key events, including real-time engagement and content sharing.

      8. Collaboration with Marketing & Content Teams:

1. • Work closely with the marketing team to align engagement strategies with ongoing campaigns.
   • Provide feedback on frequently asked questions to refine messaging and communication approaches.
   • Assist in social media content scheduling and coordination when necessary.
   • Crisis Management & Issue Escalation:
     • Identify and manage sensitive customer interactions, escalating critical issues to the appropriate teams.
     • Follow company guidelines for handling negative feedback and resolving conflicts professionally.
       
       

Social Media Performance Analysis:

• Regularly assess engagement metrics and report on key performance indicators (KPIs).
• Provide recommendations to enhance social media engagement based on performance trends.

Additional Key Requirements:

• Proven experience working with Meta Business Suite, with a strong understanding of its filtering and engagement tools.
• Familiarity with TikTok for Desktop and Google My Business for customer engagement.
• Strong written communication skills with a focus on clarity and professionalism.
• Ability to follow structured scripts while personalizing responses when necessary.
• Excellent attention to detail and ability to work with repetitive information without losing accuracy.
• Comfortable with moderating online communities, handling complaints professionally, and flagging potential risks.
• Must be able to quickly read, understand, and apply new information about the company and its offerings.
• Ability to work efficiently in a fast-paced marketing team and meet tight response deadlines.
• Basic understanding of reporting metrics related to community engagement.
• Strong sense of confidentiality and brand responsibility.

Person Specification

●        bachelor’s degree in Marketing, Communications, Public Relations, or a related field.

●        A minimum of 2-3 years of experience in community management, social media engagement, or a similar role.

●        Proven experience managing social media platforms (Facebook, Instagram, LinkedIn, Twitter, TikTok, etc.) and implementing engagement strategies.

●        Excellent written and verbal communication skills with a professional and approachable tone.

●        Ability to respond promptly and effectively to messages, comments, and inquiries while maintaining brand consistency.

●        Experience in moderating online communities, handling customer interactions, and managing brand reputation.

●        Strong organizational skills and the ability to multitask in a fast-paced environment.

●        Creative mindset with the ability to generate ideas for engagement and content improvement.

●        Understanding of social media analytics tools and ability to interpret data to enhance engagement strategies.

●        Proactive and adaptable, with the ability to handle additional tasks as business needs evolve.

●        Great Customer service

Able to demonstrate:

●        A high degree of self-motivation with the ability to work independently, take effective decisions, resolve unforeseen problems and adapt to changing circumstances.

●        Ability to work under pressure, prioritizing own workload and that of the team and planning ahead to meet deadlines.

●        An understanding of information governance and data protection.