Community Engagement Specialist

We are looking for a Community Engagement Specialist to own what happens after the content goes live, across several client brands at once. You will manage the conversation, grow and nurture the communities, track sentiment and brand health, and turn what the audience says back into something the strategy can use. This is a people-facing role with numbers attached, and you will be holding several brand voices in the same day.

Hiring Status

URGENT HIRING

Work Arrangement

Full-Time

experience level

Mid Level

Key Responsibilities

Community management

Own day to day engagement across all active platforms for assigned brands, including comments, mentions, direct messages, tags and reviews
Maintain consistent response times against agreed service levels per brand
Grow and nurture each community through proactive outreach, not just reactive replies
Identify and build relationships with advocates, superfans and repeat contributors
Seed and sustain conversation in owned spaces such as groups, Discord or forums where relevant
Surface user generated content and route it for approval and reuse

Goals and conversion

Define what each community is for, whether that is advocacy, support, enquiries, retention or referral
Track whether engagement is converting toward that goal rather than stopping at activity
Route qualified interest from comments and direct messages into the client’s enquiry or sales process
Report on what the community is actually contributing to the business, not just how busy it is

Brand and market health

Run social listening across brand mentions, competitor activity and category conversation for each brand
Track sentiment over time and report shifts with context on what caused them
Monitor share of voice against named competitors
Produce a regular brand health summary per brand covering what the audience is saying, what is changing, and what to do about it
Flag emerging risks, recurring complaints and misinformation early

Reporting

Own community and engagement reporting, including engagement rate, response time, follower growth and quality, sentiment and share of voice
Maintain reporting dashboards so numbers are current and comparable week to week
Feed engagement insight into campaign planning with the Social Media Growth Specialist
Contribute the community and sentiment view to post-campaign reviews

Escalation and moderation

Moderate against agreed community guidelines, consistently and fairly, per brand
Follow the escalation path for complaints, reputational risk and crisis moments
Maintain and update response frameworks and approved holding statements for each brand
Document recurring issues and pass them to the relevant team

Multi-brand management

Hold distinct voice, guidelines, escalation path and reporting for each brand
Prioritise across accounts during busy periods and escalate conflicts early
Apply the same response standards to internal channels as to client channels

Requirements

Education

Bachelor’s degree in marketing, communications, media, psychology, or a related field. Equivalent professional experience is accepted in place of a degree.

Experience

At least 3 years in community management, social media engagement or a closely related role, with clear ownership rather than support-level involvement
Experience managing communities for multiple brands simultaneously
Experience across more than one industry, with examples you can walk through
Demonstrable experience growing an engaged community, with numbers you can talk through
Hands-on experience with social listening and sentiment tracking
Experience handling negative sentiment, complaints or a live reputational issue
Experience working with international audiences
Startup or agency experience in a fast-moving environment

Technical knowledge

Working knowledge of Meta, Instagram, TikTok, LinkedIn, YouTube and X, including how engagement behaves differently on each
Understanding of engagement metrics and what actually drives them, beyond vanity numbers
Ability to build and maintain a reporting dashboard or tracker without help
Comfortable working in spreadsheets, including basic formulas and charting
Good grasp of brand voice and tone, enough to write consistently in several at once

Communication and disposition

Excellent written English with strong control of tone, from warm and casual to formal and careful
Confident spoken English, able to present findings and recommendations to a client
Outgoing and comfortable initiating conversations with people who have not spoken to the brand before
Able to report honestly when engagement or sentiment is declining

Leadership potential

Interest in growing into a leadership position as the community function expands
Takes initiative beyond their own accounts
Comfortable giving direct feedback and holding others to agreed commitments
Openness to direct feedback and a rising performance standard

Tools and platforms

Meta Business Suite and native platform tools
A social listening or engagement platform such as Sprout Social, Brand24, Hootsuite or Agorapulse
Google Workspace, particularly Sheets and Looker Studio or a comparable reporting tool
ClickUp or a comparable project management platform, and Slack
Canva for light asset amends

Availability and commitment

Full-time availability. This is not a part-time, freelance, or project-based engagement.
No concurrent full-time role or competing commitments
Monday to Friday, 9am to 5pm UK time
Some flexibility during campaign launches and live moments
Advance notice for any planned absence
Minimum 12-month commitment to the role
Contactable references from at least two previous engagements, including a direct supervisor

Equipment and workspace

Reliable high-speed internet suitable for video calls and collaboration tools
A computer capable of running multiple applications simultaneously
Clear microphone and webcam for professional meetings
A quiet, professional, distraction-free workspace

Confidentiality and security

Ability to protect brand accounts, credentials, customer information and internal processes while working remotely
Secure handling of account access, passwords and platform permissions
Discretion with sensitive complaints, escalations and unreleased campaign material

NICE TO HAVE

Certifications