Digital Community Manager at Pedros Flame Grilled Chicken

Position Overview

• Pedros is one of South Africa’s fastest-growing flame-grilled chicken brands, recognised for bold flavour, strong value, and an energetic brand personality. As we continue expanding nationally and into new markets, our digital presence plays a critical role in how we connect with customers, build loyalty, and shape the brand’s voice in real time.
• We are seeking a digitally astute, people-focused Community Manager to lead and standardise community management across multiple regions, ensuring a consistent brand voice, strong engagement performance, and proactive reputation management.
• This role requires someone who genuinely lives and breathes online communities. The ideal candidate must love social media, be naturally curious about customer conversations, and take real enjoyment in engaging with people online every day.
• Community management is often made up of many small interactions — responding to comments, answering messages, guiding conversations, and resolving issues — so this person must not shy away from the hands-on, sometimes repetitive nature of the work.
• Instead, they should see it as an opportunity to build relationships, strengthen the brand, and turn everyday conversations into meaningful customer experiences.

Key Responsibilities

• Manage all comments, DMs, and reviews are responded to in line with brand tone across the Pedros group brands (Pedros, Wackys & Bird & CO)
• Maintain a minimum 80% response rate across platforms
• Ensure average response time remains under 24 hours
• Standardise community management processes across multiple countries
• Liaise with Marketing Consultants in-region to ensure brand responses are customised per country
• Develop and maintain engagement guidelines, SOPs, and response frameworks
• Ensure consistent brand tone and quality across all platforms and regions
• Conduct regular quality assurance on responses and engagement
• Oversee daily engagement across all social platforms (Facebook, Instagram, TikTok, X, etc.)
• Manage Google Reviews and third-party review platforms
• Google Listings Management - Social Places
• All Monthly Digital Rating Reports
• Management of SMS portal and reporting
• Monitor brand sentiment and social listening tools
• Identify emerging trends, risks, or potential PR issues
• Escalate customer service matters and track resolution
• Support drafting of responses in sensitive situations
• Protect and enhance the brand’s digital reputation
• Identify opportunities for reactive and community-led content
• Collaborate with Content and Design teams to inform content strategy
• Share cross-market best practices and insights
• Track engagement, sentiment, and community growth metrics
• Monitor SOP performance (response rate and response time)
• Compile weekly and monthly performance reports with actionable recommendations

 Requirements

• 2–5 years’ experience in Community Management or social media
• Proven experience managing teams and/or freelancers
• Experience managing multi-region or multi-country and miltu brand communities
• QSR, retail, or FMCG experience advantageous
• Strong understanding of social platforms, digital trends, and social listening tools
• Excellent written communication skills (clear, engaging, brand-aware)
• Strong customer service orientation

 Qualifications

• Degree or Diploma in Marketing, Communications, or related field

 Key Competencies

• Strong Accountability
• Calm and solution-oriented under pressure
• Strategic thinker with strong operational execution
• Detail-oriented and highly organised
• High ownership mindset