We are seeking a dynamic and empathetic Ignite Community Management Coordinator to foster and maintain a vibrant online community across our social media platforms. You will be the voice and ear of our brand—actively engaging with followers, encouraging meaningful conversations, monitoring feedback, and ensuring a positive and inclusive environment. You’ll also track engagement metrics to guide community strategy and continuously improve user experience. If you're passionate about digital communication, have a knack for social interaction, and thrive in a fast-paced online space, we’d love to meet you.

A day in the life:

Monitor & Respond to Social Media Interactions

• Monitor and engage with audiences across all brand social media platforms during business hours, respond to comments, DMs, and mentions using the brand's tone of voice
• Handle inquiries, compliments, and complaints professionally and consistently and escalate complex or sensitive issues to internal teams

Manage Online Reviews & Customer Feedback

• Monitor reviews on platforms like Google, Trustpilot, and Product Review
• Respond to customer feedback with professionalism and within a 24-hour timeframe, whilst identifying potential risks and flagging them to key stakeholders
• Empower and assist customers with a positive, solution-focused approach, taking ownership of customer communication and advocate for their needs

Enhance Engagement & Brand Presence

• Initiate and encourage meaningful conversations to build trust and loyalty, identify trends, FAQs, and engagement opportunities and provide feedback and insights to the Social Media Coordinator on sentiment and trends.

Utilise Sprinklr for Efficient Community Management

• Use Sprinklr tools to filter and prioritise community interactions, assign tasks to relevant departments as needed and track and report on response times and engagement performance

Who you are:

• Strong written communication skills – Responds professionally and empathetically to customer inquiries
• Basic understanding of social media platforms – Familiar with Facebook, Instagram, Pinterest, TikTok, and LinkedIn
• Attention to detail & problem-solving skills – Ability to assess customer sentiment and escalate issues appropriately
• Experience using customer engagement tools (preferred) – Experience with Sprinklr or similar software/tools is a plus
• Independent and collaborative – Works well autonomously and as part of cross-functional teams (marketing, customer relations, social media)

What you'll enjoy: