Consumer Experience Community Engagement Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Overview

We are looking for an energetic and creative Community Engagement Manager to drive talkability and brand love across our well-loved brands: Quaker Oats, Sunbites and SnackaJacks. Familiar with a fast-paced digital environment, you'll be adept at working alongside a Consumer Experience (CX) team and managing multiple stakeholders including Marketing, external agencies, Legal, and Corporate Communications to deliver meaningful engagements with fans. Your people skills will mean you easily build your network to understand key brand campaigns and identify opportunities to amplify the brand voice in the community. Using your knowledge of social media channels and social listening you'll instinctively engage with conversations which hit key brand pillars with a unique and authentic brand tone of voice to drive loyalty, advocacy and sales.

Responsibilities

You'll be responsible for building, nurturing, and moderating our online communities, driving meaningful engagement, and acting as the voice of the brand while representing the voice of our community internally.

This includes:

• Building, growing, and maintaining a healthy and engaged community. This is achieved through initiating and managing conversations across community platforms (Instagram, Tiktok, Facebook and X) with the brand tone of voice.
• Partnering with Brand Digital Leads, external creative agencies and the UK CX Digital Team to deliver engaging content informed by the community and ensuring messaging aligns with brand values and guidelines
• Actively monitor and engage with emerging online culture and social media trends (e.g. TikTok, Instagram Reels and meme cycles) identifying opportunities for the brand to participate authentically and at pace.
• Moderate discussions and enforce community guidelines. Handle sensitive issues, and escalations professionally
• Keep governance top of mind, and identify and manage risk or reputational issues
• Act as the voice of the community internally wherever you are in the business. Gather feedback, sentiment, and insights from community interactions and share learnings with relevant teams to provide actionable insights to the business (marketing, CX, insights and R&D)
• Utilizing social media analytics tools to track and report on key performance indicators (KPIs) for New Product Developments (NPDs), Promotions and Campaigns.
• Developing initiatives to encourage user-generated content and community participation
• Identify opportunities to improve engagement and retention and track community performance and report on KPIs.

Qualifications

• Digitally Capable: Proven work experience as a community manager with an agency or brand and up to date with digital technology and social media trends.
• Brand Focused: Experience launching community initiatives (e.g. building an online forum, launching an ambassador program, building community groups on relevant platforms).
• Clear Communicator: A strong verbal and written communicator who delivers creative copy. Can adapt style and tone to fit the audience and deliver presentations with confidence.
• Managing Risk: Experience in pushing boundaries whilst balancing risk to business and brand reputation
• Analytically Minded: Able to monitor and report on feedback across key social platforms for New Product Developments and campaigns. Experience of using analytical and reporting tools for social media to create insightful and relevant reports highlighting key issues and trends specific to key stakeholder needs.
• Data Protection: Understands the regulations concerning the processing of personal data and ensures UK CX Social Media activities are always in full compliance.
• Creative Thinker: Able to organise and participate in events to build brand community, boost awareness and long-term consumer engagement. Capable of rapid, effective content creation to drive opportunities for engagement.

Education

• Bachelor's degree or equivalent experience required

Differentiating Competencies Required:

• Highly Resilient: Able to operate effectively during periods of adverse circumstances and challenging situations.
• D&I Focused: Fosters a culture of diversity and inclusion.
• Team Player: Able to work in a fast-paced environment and develop strong cross-functional relationships.
• Self-Starter: Comfortable working independently, including out of hours, and confident in taking the lead on projects. Seeks clarity on outcomes rather than day to day tasks and proactively manages their own workload.
• Multi-tasker: Ability to work on multiple projects at the same time and prioritise tasks effectively.
• Flexibility: Ability to adapt working hours/days and location on occasion to meet business needs.