Community Engagement Manager

Job Summary

The Community & Engagement Manager will manage the Group's social media communities and audience engagement across approved digital channels, including WhatsApp. The role will build trusted digital relationships, grow relevant audiences, coordinate timely responses, manage escalations and convert audience feedback into actionable insight. The role will also ensure that community interactions are consistent with approved corporate messaging, service standards, brand values and crisis communication protocols.

Key Responsibilities

Social media and channel management

Manage the day-to-day operation of approved Group social media accounts and WhatsApp channels, including publishing coordination, response management and channel hygiene.

Community engagement

Develop and execute community engagement plans that encourage meaningful interaction, improve responsiveness and strengthen stakeholder trust.

Audience growth

Identify and implement responsible organic and campaign-led audience growth initiatives, working with the Content & Editorial and Creative & Multimedia teams.

Response and moderation management

Develop response templates, moderation guidelines and service standards; ensure comments, questions and complaints are acknowledged and routed appropriately.

Digital stakeholder engagement

Coordinate online engagement with customers, communities, media, partners, employees and other relevant stakeholders in line with approved communication objectives.

Campaign and event support

Manage live and real-time audience engagement during campaigns, corporate events, announcements and crisis situations.

Audience insight

Track recurring questions, concerns, content preferences and emerging community themes; share insights with relevant teams to improve content and stakeholder response.

Governance and compliance

Maintain access controls, response logs and approval records, and ensure compliance with channel policies, privacy requirements and digital governance standards.

Key Requirements

Education and Work Experience

• Bachelor's degree in Mass Communication, Public Relations, Marketing, Digital Media, Business Administration or a related discipline.
• Minimum of 6 years' relevant experience in social media management, online community management, digital customer engagement or corporate communications.
• Practical experience managing high-visibility social channels and coordinating sensitive stakeholder responses.
• Experience in a large corporate organisation, consumer-facing business or reputable digital agency is desirable.

Functional Competencies

• Social media platform management, moderation and community-building.
• Excellent written communication and audience-appropriate response drafting.
• Escalation judgement and familiarity with reputation and crisis response processes.
• Campaign execution, live coverage and real-time engagement.
• Working knowledge of social media management, scheduling and analytics tools.
• Understanding of digital privacy, channel security and platform policies.
• Audience insight, engagement analysis and performance reporting.
• Strong cross-functional stakeholder and service-management skills.
• Ability to work flexibly during time-sensitive announcements or emerging issues.