Community Management Lead

Do you want to love what you do at work? Do you want to make a difference, an impact, transform people’s lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you’re looking for. webook.com is Saudi’s #1 private event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing half a billion in sales. webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.

webook.com is seeking a highly skilled and experienced Community Management Lead to join our team. As the Community Management Lead, you will play a critical role in managing all brand responses on social media platforms. You will be responsible for overseeing a team of freelancers who will handle day-to-day interactions, while you lead the community management strategy, ensure its strict implementation, and maintain consistent brand messaging across all channels. Additionally, you will be responsible for approving freelancer responses and generating sentiment analysis reports on a weekly, monthly, and yearly basis.

Key Responsibilities:

• Develop and lead the community management strategy, ensuring alignment with overall brand objectives and guidelines.
• Oversee a team of freelancers responsible for managing brand responses on social media platforms, providing guidance, and ensuring adherence to brand voice and messaging.
• Approve freelancer responses, ensuring accuracy, professionalism, and timely resolution of customer inquiries, comments, and concerns.
• Monitor social media platforms, identifying trends, opportunities, and potential risks, and proactively addressing them.
• Collaborate with the marketing and customer service teams to align community management efforts with broader brand initiatives and campaigns.
• Establish and enforce community management guidelines, ensuring consistency in tone, voice, and brand representation.
• Develop and implement a system for sentiment analysis, analyzing customer feedback, and generating regular reports on the overall sentiment and customer satisfaction levels.
• Monitor key performance indicators (KPIs) related to community engagement, response time, and customer satisfaction, identifying areas for improvement and implementing strategies to enhance community management effectiveness.
• Stay up-to-date with industry trends, best practices, and emerging technologies in community management and social media engagement.
• Foster a positive and inclusive online community environment, nurturing relationships with brand advocates and key influencers.

Key Requirements:

• Proven experience in community management, social media management, or a related role.
• Strong leadership skills with the ability to guide and manage a team of freelancers effectively.
• Excellent understanding of social media platforms, their features, and best practices for engagement.
• Exceptional written and verbal communication skills, with a keen eye for detail and the ability to maintain consistent brand messaging.
• Experience in sentiment analysis and generating reports that provide insights into customer sentiment and satisfaction.

Key Qualifications:

• Proficient in using social media management tools and analytics platforms.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions and optimize community management strategies.
• Ability to work under tight deadlines and manage multiple projects simultaneously.
• Knowledge of customer service principles and practices, with a customer-centric approach.
• Familiarity with the latest trends and developments in digital marketing and social media.
• A passion for creating and maintaining positive online communities.

Join our dynamic team at webook.com as the Community Management Lead and play a vital role in shaping our brand's online presence. Your expertise in community management strategy, team leadership, and sentiment analysis will be instrumental in driving engagement, customer satisfaction, and brand loyalty. Apply now and be part of our exciting journey!