Community Executive

POSITION DESCRIPTION

We are looking for a Community Executive to manage and engage with our online community across social media, live chat, Google Business Profile (GMB), review platforms and other digital touchpoints. The role will be responsible for ensuring timely and meaningful responses to customers, automating online conversations and reviews, monitoring brand sentiment, supporting automated communication journeys, and preparing regular reports and insights to track community engagement and online reputation.

RESPONSIBILITIES

• Monitor and manage conversations, comments, mentions and direct messages across social media platforms.
• Respond to customer queries, feedback and comments in a timely, helpful and brand appropriate manner.
• Escalate sensitive, complex or service-related issues to the relevant internal teams.
• Monitor reviews and ratings across Google Business Profile (GMB) and other relevant review platforms.
• Setting up automations for social media comments, identifying issues, and finding resolutions.
• Manage customer interactions through live chat and other digital communication channels.
• Handling sentiment analysis and training bots for live chat, social media comments, and DMs.
• Prepare monthly reports covering social media engagement, community interactions, response volumes, response times and sentiment.

REQUIREMENTS

• 1–3 years of experience in social media, community management, ORM, customer experience or a similar digital role.
• Experience with Google Business Profile (GMB) and online review platforms.
• Experience handling live chat or other digital customer communication channels.
• Experience with automation tools/workflows is a must have.
• Strong reporting and analytical skills with the ability to work with different types of reports and dashboards.