Community Management Specialist

Back to careers Community Management Specialist (12 month contract) Sydney, Australia

Hogarth is the Global Content Experience Company. Part of WPP, Hogarth partners with one in every two of the world's top 100 brands including Coca-Cola, Ford, Rolex, Nestlé, Mondelez and Dyson. With a breadth of experience across an extensive range of sectors, Hogarth offers the unrivaled ability to deliver relevant, engaging, and measurable content across all channels and media - both established and emerging.

The number of channels at our fingertips; the need for speed; and the drive for mass personalisation, all mean that brands need different solutions.

Our global team of over 7,500 craft and technology experts brings together creative, production and innovation to help clients navigate this exciting and ever-changing world of today's content experience.

ABOUT THE ROLE

Working directly with our client, a market-leading global CPG business, the Community Management Specialist is responsible for being the "live" voice and ears across all social communities relating to the brands within your category remit. The Community Management Specialist plays a critical role living in the comments and engaging in conversations with these communities.

The Community Management Specialist will be in conversations, driving engagement with audiences as well as managing the owned channels and social presence for relevant brands, acting as the primary point of contact for the online community.

WHAT YOU'LL DO

1. Develop and execute a community engagement strategy that aligns with your brands overall marketing objectives, fostering a positive and active online community.
2. Manage the brands' owned channels, including daily monitoring, content posting, community moderation, and responding to comments and messages promptly and effectively.
3. Be the 'voice' of the brand online, embodying the brand's Tone of Voice and building strong engagement with communities across social media platforms using our owned channels.
4. Be the 'ears' of the brand through qualitative listening through trend analysis and forecasting, comments on brand content, community content and competitor brand content – building a strong understanding of the communities we engage with.
5. Proactively identify and engage with key online communities relevant to the brand.
6. Conduct qualitative analysis of social media conversations, identifying trends, sentiment, and opportunities to improve brand messaging and content (Post-Creative Analysis)
7. Champion user-generated content (UGC), identifying and elevating authentic content that resonates with the brand and its community.
8. Work closely with the Content & Social Lead within your specific category team to share community insights and inform content and campaign strategies.
9. Manage brand reputation within the online community, addressing customer inquiries and concerns with empathy and professionalism, escalating issues as needed.
10. Collaborate with Customer Engagement teams on regulatory engagement with our communities and customers.

ABOUT YOU

What you've done:

1. Community Management Experience: Proven experience directly managing online communities, ideally for brands. This could include: Growing and engaging social media audiences, Creating and executing community engagement strategies, Moderating online discussions and managing conflicts, Tracking and analysing community metrics.
2. Social Listening tools proficiency: Demonstrated ability to create and manage social listening dashboards using tools that are intuitive and efficient, ensuring quick and agile responses to emerging trends. Experience using Sprinklr or Meltwater is a plus.
3. Content Creation Experience – Copywriting focus: Demonstrable ability to create engaging written content for social media, or other online platforms.
4. Customer Service Experience: Experience interacting with customers, addressing inquiries, and resolving issues in a professional and empathetic manner.

Additional desirable experience

1. CPG industry: Working directly with CPG brands, retailers, or agencies is a significant advantage.
2. Knowledge of CPG Industry Trends: Demonstrated understanding of current trends, products, and consumer behaviour.

What you're great at:

Core community Engagement & Management:

1. Online Community Building: Demonstrated ability to cultivate a positive, engaged online community around a brand. This includes understanding platform dynamics and fostering authentic interactions.
2. Social Media Expertise: In-depth knowledge of relevant platforms (Instagram, TikTok, YouTube, etc.), including best practices, content formats, and audience nuances.
3. Community Moderation: Skillfully moderating discussions, addressing conflicts, and maintaining a safe, inclusive environment. This requires strong judgment and sensitivity to diverse perspectives.
4. Relationship Building: Building and nurturing relationships with community members, influencers, and internal stakeholders. Excellent communication (written & verbal) and active listening are crucial.
5. Community Insights & Analysis: Analysing community data, identifying trends, and extracting actionable insights to inform brand strategy and content.
6. Proactive Engagement: Taking initiative to spark conversations, run interactive activities (polls, Q&As, contests), and foster a sense of community beyond simply reacting to comments.

Industry Expertise:

1. Passion for Growth: A demonstrable passion to build brand desire and drive purchase through conversion, keeping up with trends, key players and insights and reflecting a genuine enthusiasm for the field.
2. Product Knowledge: Strong understanding of the respective products, trends, ingredients, and industry terminology for the respective brand(s).
3. Trend Awareness: Staying ahead of trends, new product launches, viral challenges, and influencer activity to keep the community engaged and relevant.
4. Community Sensitivity: Understanding the sub cultural nuances, representing diversity and inclusion, and navigating sensitive topics (e.g., cultural appropriation) with care.
5. Competitive Awareness: Keeping up with competitor activity and best practices to identify opportunities and stay ahead of the curve.

Content & Communication:

1. Copywriting & Tone of Voice: Excellent written communication skills, adapting brand voice and tone for different platforms and audiences.
2. Content Creation (preferred): Experience creating engaging social media content (text, images, videos) tailored for audiences.
3. Storytelling (preferred): Crafting compelling narratives that resonate with the target audience and foster community engagement.

Customer Service & Brand Advocacy:

1. Empathy & Responsiveness: Responding to customer inquiries and concerns with empathy, understanding, and professionalism. This includes addressing product questions and handling feedback (positive and negative).
2. Conflict Resolution (preferred): Experience handling difficult conversations and resolving customer issues effectively, de-escalating situations, and finding mutually agreeable solutions.
3. Brand Advocacy (preferred): Genuine passion for the brand and the ability to authentically represent and advocate for it within the online community. This includes promoting positive brand sentiment and addressing concerns constructively.

Diversity & Inclusion

Hogarth is an equal-opportunity employer. That means we believe in creating a truly inclusive culture that values diversity, equity and inclusion for everyone through our ideas, our people, how we behave and how we conduct ourselves. We strive to recruit people from diverse backgrounds and support them to achieve long-term success. This not only makes Hogarth a better company and place to work, but an environment where everyone can give their point of view, experience connection, enjoy opportunity and feel a sense of belonging.