Community Manager at Publicis Groupe

Role Overview

• Community Management at Digitas sits at the intersection of social media, customer experience, culture, and brand engagement. It is about building meaningful relationships between brands and people through authentic conversations, responsive engagement, and best-in-class social care.
• To support the continued growth of our Social Marketing capability, we are looking for a culturally aware, digitally fluent, and community-obsessed Community Manager to join our Cape Town team.
• We are looking for someone who understands that community management is more than responding to comments. It is about protecting brand reputation, identifying opportunities for engagement, spotting cultural moments, uncovering audience insights, and helping brands show up meaningfully within online communities.

This role requires someone who can contribute across:

• Community management and audience engagement
• Social care and customer support
• Brand reputation and moderation
• Social listening and trend monitoring
• Community reporting and insights generation
• Real-time engagement and cultural relevance
• The successful candidate will work closely with Social Media Managers, Strategists, Creatives, Analysts, and Client Service teams across a portfolio of leading brands.
• You should be comfortable working in fast-paced environments, managing multiple communities simultaneously, and engaging confidently with audiences across a variety ofsocial platforms.

Sound like you? Read on.
Responsibilities

What You'll Do

• Manage day-to-day community engagement across client social media platforms.
• Respond to comments, direct messages, mentions, and customer queries in line with approved brand tone of voice.
• Deliver best-in-class social care and customer engagement across all assigned accounts.
• Escalate customer complaints, issues, and risks according to agreed processes.
• Moderate communities to ensure conversations remain safe, relevant, and aligned to platform and brand guidelines.
• Monitor audience sentiment and identify emerging opportunities, risks, and conversation trends.
• Support real-time engagement opportunities around relevant cultural moments and trends.
• Contribute audience and community insights into content planning and strategy discussions.
• Assist with weekly, monthly, and campaign reporting requirements.
• Monitor competitor activity and identify opportunities for brands to strengthen their community presence.
• Support campaign launches through active community participation and engagement.
• Work closely with Social Media Managers, Strategists, Creatives, and Analysts to ensure community activity aligns with broader campaign objectives.
• Maintain high levels of accuracy, responsiveness, and attention to detail across all community interactions.
• Leverage AI and emerging technologies responsibly to improve workflow efficiency and reporting where appropriate.

Qualifications

Qualifications & Experience

• This role requires a strong foundation in community management and social media, combined with a passion for digital culture, audience engagement, and customer experience.
• Minimum 3 years' experience in Community Management, Social Media Management, or a related discipline.
• Previous agency experience preferred.
• Strong understanding of Instagram, Facebook, TikTok, LinkedIn, X, Threads, and emerging social platforms.
• Excellent written communication and copywriting skills.
• Experience managing communities for consumer-facing brands.
• Strong understanding of social media best practice, audience engagement, and platform behaviour.
• Experience handling customer queries, complaints, and escalation processes.
• Familiarity with social media management and community management tools.
• Strong organisational and time management skills.
• Ability to identify audience trends, cultural moments, and engagement opportunities.
• Comfortable analysing community performance and contributing to reporting outputs.
• FMCG, beauty, lifestyle, or retail experience advantageous.
• Familiarity with generative AI tools such as ChatGPT, Gemini, Claude, and Perplexity is advantageous.