Community Management Executive

About the Role
Lumens Group is looking for a Community Management Executive to join our Marketing team. This role is ideal for someone who is responsive, organised and confident in handling customer-facing conversations across digital channels.

You will be the first point of contact for customer enquiries, helping to manage conversations, route enquiries to the right stakeholders, support appointment setting for sales and monitor social engagement. The role will involve on-the-job learning, so we are looking for someone who is proactive, dependable and comfortable working in a fast-paced customer service environment.

This role is best suited for someone who enjoys speaking to customers, following up on leads and working closely with different teams to keep enquiries moving.

Key Responsibilities

• Manage customer messages and enquiries across Lumens Group social media, direct messages and other digital channels.
• Respond to customers in a clear, professional and timely manner.
• Qualify incoming enquiries and route them to the relevant sales, marketing or business unit stakeholders.
• Support appointment setting for salespersons through social media, direct messages and inbound enquiry channels.
• Follow up with warm leads who have enquired but have not confirmed an appointment.
• Monitor social media comments, DMs and engagement across assigned platforms.
• Assist with post scheduling and basic social media engagement support.
• Handle and route partnership, media or external collaboration enquiries to the relevant team.
• Assist with lead management, including tracking lead status, follow-ups and basic CRM updates.
• Monitor lead follow-up progress and flag delayed, untouched or unresolved leads when needed.
• Track recurring customer questions, objections and feedback from comments or messages.
• Share useful observations with the Marketing Manager to improve customer communication, appointment setting and lead conversion.
• Support basic reporting on enquiries, appointments, engagement, common objections and customer feedback.
• Assist with tools and platforms such as Mailchimp, Zoho, Zapier, WordPress and other marketing or CRM systems where required.
• Assist with ad-hoc marketing tasks where required, including campaign coordination, content scheduling, basic reporting, event support and other day-to-day marketing operations.

What We Are Looking For

• A proactive team player who is dependable and willing to support across different tasks when needed.
• Comfortable in a customer-facing role orcustomer service environment.
• Strong written communication skills with a clear, professional and friendly tone.
• Organised, responsive and able to follow up quickly without losing track of details.
• Able to manage multiple conversations and enquiries at the same time.
• Good sense of urgency, especially when handling customer leads or appointment requests.
• Able to work well with internal teams including sales, telemarketers, marketing and operations.
• Comfortable using digital tools and open to learning new platforms on the job.
• Able to identify repeated customer questions, concerns or objections and turn them into useful feedback.
• Positive attitude, adaptable mindset and willingness to learn through hands-on work.