Community Manager

Client of NOK for Human Capital

Job Summary

The ideal candidate will be responsible for building, growing, and managing our online and offline communities. This role requires excellent communication skills, strategic thinking, and a strong ability to engage with diverse audiences.

Job Responsibilities

• Monitor multiple clients accounts across Facebook, Instagram, Twitter, TikTok, LinkedIn, and YouTube public and direct messages for customer comments, feedback, queries, and complaints.
• Engage with and respond to users within the agreed client SLA via Arabic and English responses.
• Manage FAQ sheet by updating pre-approved responses regularly, and recommend responses in Arabic and English where required.
• Perform daily quality assurance to ensure all customers' inquiries and complaints are handled accurately and on time.
• Publish & schedule content on multiple clients' accounts across the different social media channels (organic and dark posts).
• Translate content in both Arabic and English.
• Stay up to date on current platform updates and publishing features.
• Formulate daily, weekly, and monthly reports on the performance of social ads.
• Vary tone of voice within community management responses based on context, platform, and brand.
• Develop sentiment reports based on user queries and complaints observed through community management.

Key Requirements

• Bachelor's degree in communication, journalism, business, or any related field.
• Ideally 3-4 years of agency experience in a similar role.
• Excellent - Fluent written and verbal communication skills in Arabic and English.
• Moderate knowledge of the different social media post formats.
• Experience using community management tools (Hootsuite, Sprinklr, etc.) is ideal.