The Senior Community Manager (CM) is the face of the brands they manage on social media. This role requires managing communication in both directions: engaging with consumers and collaborating with the business. The ideal candidate will be digital-savvy and responsible for publishing, scheduling, creating, and overseeing communications across Key Operations' social media platforms.

The Senior CM will stay up to date with the latest social media trends and executions, aligning these with brand and client marketing strategies. Data-driven insights are integral to this role, as the Senior CM will work closely with analysts to glean meaningful conversations and community insights. They will also handle data cleaning, exporting, and management, guiding mid-level CMs through these processes.

Across the pages they manage, the Senior CM will deliver best-in-class customer service, ensuring all consumer queries via social media are addressed effectively. They will work alongside response agents to close and log these interactions efficiently.

As a senior member of the team, they will assist, train, and guide the community management team in day-to-day activities, including onboarding new Social Listening & Engagement (SL&E) team members.

Key Responsibilities and Tasks:

• Team Support and Leadership:

  • Provide support to junior team members.
  • Assist the team leader in managing the community management (CM) team.
  • Train and onboard new SL&E CM team members.

• Social Media Management:

  • Manage all social media platforms for the assigned brands.
  • Create and execute content strategies.
  • Proactively identify opportunities for organic content.
  • Publish and schedule content across platforms.
  • Conceptualize and create content for special days and ad hoc events.
  • Develop social copy decks for the paid media team.

• Live Event Support:

  • Provide live event coverage for brands and clients as needed.

• Data and Analytics:

  • Export clean, accurate data from Sprinklr for the analytics team.
  • Perform data cleaning and management for inbound conversation data.
  • Tag inbound conversations effectively for reporting and analysis.
  • Maintain datasheets for assigned brands.
  • Share detailed community insights with analysts.

• Content Reporting and Research:

  • Create content reports using tools and platform data.
  • Conduct weekly research to identify social media trends.

• Quality and Attention to Detail:

  • Maintain impeccable attention to detail; spelling errors are non-negotiable.

• Tools and Platform Expertise:

  • Demonstrate in-depth knowledge of Sprinklr, Facebook, Twitter, Instagram, and YouTube.

• Client Relationship Management:

  • Build and maintain strong relationships with clients.
  • Deliver effective presentations when required.

Key Skills and Qualities:

• Strong communication and leadership abilities.
• Proven experience in managing social media platforms.
• Ability to identify content opportunities and trends proactively.
• Data-driven mindset with experience in cleaning and managing social media data.
• Excellent attention to detail and organizational skills.
• Ability to guide and train junior team members effectively.
• Proficiency in social media tools like Sprinklr.

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