Community Management Specialist Vaseline at Unilever

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

• Develop and execute a community engagement strategy that aligns with the brand's overall marketing objectives, fostering a positive and active online community.
• Manage the brand's owned channels, including daily monitoring, content posting, community moderation, and responding to comments and messages promptly and effectively.
• 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.
• Be the ‘ears’ of the brand through qualitative listening of comments on brand content, community content and competitor brand content – building a strong understanding of the communities we engage with, including sources of brand authority.
• Proactively identify and engage with key online communities relevant to the brand.
• Conduct analysis of social media conversations, identifying trends, sentiment, and opportunities to improve brand messaging and content.
• Champion user-generated content (UGC), identifying and elevating authentic content that resonates with the brand and its community. Work closely with the Content Lead and Influencer & PR Lead to share community insights and inform content and campaign strategies.
• Manage brand reputation within the online community, addressing customer enquiries and concerns with empathy and professionalism, escalating issues as needed.

WHAT YOU WILL NEED TO SUCCEED

Experiences & Qualifications

• Community Management Experience: Proven experience directly managing online communities, ideally for brands or in the beauty industry. 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
• Content Creation Experience - Copywriting: Demonstrating the ability to create engaging written content for social media, or other online platforms.
• Customer Service Experience: Experience interacting with customers, addressing enquiries, and resolving issues in a professional and empathetic manner.
• Experience with Beauty Brands: Working directly with beauty brands, retailers, or agencies is a significant advantage.