Conversation Leadership: You don't just "reply" with emojis; you spark meaningful dialogue. You are responsible for maintaining a brand’s presence in the comments, forums, and groups, ensuring the tone is professional yet accessible.
Relationship Building: Identify "Super-Fans" and brand advocates within the community and nurture those relationships to turn them into organic growth drivers.
Live Interaction: Lead and moderate live sessions, webinars, or "Ask Me Anything" (AMA) events, acting as the bridge between the client’s leadership and their audience.

Frontline Protection: Monitor all social channels and community hubs for spam, hate speech, or brand-damaging content. You are the "Safety Officer" who ensures the community remains a premium space.
Crisis Escalation: Act as the first alert system for PR issues. You must identify negative sentiment early and escalate it to the Account Manager with a proposed "Safe" response strategy.
Policy Enforcement: Develop and enforce community guidelines for each client, ensuring a consistent standard of behavior across all platforms.

Sentiment Analysis: Beyond the "likes," you analyze the mood of the community. You provide the Creative Executive and MD with qualitative data: what are people actually asking for? What are their pain points?
Product/Service Feedback: Gather direct feedback from users to help clients improve their offerings, positioning MKYCOMM as a "Deep" strategic partner rather than just a posting service.
Outreach Support: Assist the Social Media Specialist in identifying and reaching out to micro-influencers or industry peers for collaboration.

Response Time Mastery: Follow agency SOPs for response times, ensuring no query or comment goes unanswered for more than the agreed-upon window (e.g., 2–4 hours).
Documentation: Maintain a "Community FAQ" for each client, ensuring that the team has a deliberate, pre-approved playbook for common questions.

Experience

Experience: 1 to 3 years of experience in community management, customer success, or digital PR.
Exceptional Empathy & Communication: You must have a "high EQ"—the ability to read between the lines of a comment and respond with the appropriate level of warmth or authority.
Platform Fluency: Deep knowledge of community platforms (LinkedIn Groups, Discord, Facebook Groups, Reddit) and moderation tools.
Strategic Writing: Ability to adapt to diverse brand voices instantly and write with "Deliberate" intent.
Tool Proficiency: Mastery of Google Workspace for reporting and project management software for task tracking.

Deep & Deliberate: You value human nuance over automated bot replies. Every interaction you lead is an opportunity to strengthen the brand.
Extreme Ownership: You own the "vibe" of the community. If the sentiment turns negative, you take ownership of the strategy to fix it.
Safety & Warmth: You are the person who makes the internet a better place for our clients' customers. You lead with kindness but protect with firmness.
Resilience: You have "thick skin" and can handle difficult personalities or trolls with a calm, professional, and strategic demeanor.

Response Rate & Speed: Percentage of comments/messages answered within the SOP window.
Sentiment Score: Measurable improvement in positive sentiment or reduction in negative sentiment across social channels.
Community Growth: Increase in the number of active members (not just followers) in managed groups or communities.
Actionable Insights: Number of strategy pivots or content ideas generated from community feedback each month.
Conversion Touchpoints: Number of customer service inquiries successfully converted into sales leads for the Account Managers.

Community Manager