Community Manager - Fixed Term Contract

Who We Are:

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

We are seeking a passionate and creative Community Manager to join our dynamic team at VML Studio X. This role will be instrumental in building and nurturing a thriving online community for our clients, with a particular focus on the Kenyan market.

Responsibilities:

Community Engagement:

1. Serve as the brand voice and guardian of its personality across all social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.).
2. Develop and implement a comprehensive community engagement strategy aligned with client objectives and brand guidelines.
3. Create and curate compelling, original content (text, images, videos) optimized for each platform.
4. Build and nurture relationships with our online community by actively engaging in conversations, responding to comments and messages promptly and authentically, and fostering a sense of belonging.
5. Moderate online communities, ensuring a safe, inclusive, and positive environment for all users.
6. Proactively identify and leverage opportunities to spark conversations, run interactive campaigns, and drive meaningful engagement.

Content Management:

1. Collaborate with the content creation team to develop and execute a content calendar that aligns with overall marketing objectives.
2. Adapt and translate existing content into Swahili, ensuring cultural relevance and linguistic accuracy.
3. Stay informed about current trends, conversations, and news to create timely and engaging content.
4. Manage community-specific content calendars, ensuring consistency in tone, voice, and brand messaging.

Customer Support & Feedback:

1. Act as a liaison between the brand and its community, collecting and analyzing feedback to identify trends and areas for improvement.
2. Collaborate with customer support teams to address inquiries and resolve issues effectively and efficiently.
3. Proactively identify and escalate customer concerns to relevant internal stakeholders.

Analytics & Reporting:

1. Track and analyze key community engagement metrics (e.g., reach, engagement rate, sentiment) using social media analytics tools.
2. Prepare regular reports on community health, engagement levels, and campaign performance, providing actionable insights to inform future strategies.
3. Continuously monitor and analyze the competitive landscape to identify opportunities and stay ahead of the curve.

Event & Campaign Support:

1. Support the execution of social media campaigns and initiatives.
2. Provide live social media coverage of events, as needed.

Requirements:

1. Preference will be given to a Native Swahili (Kenyan) speaker with excellent written and verbal communication skills in both Swahili and English.
2. 2+ years of experience as a Community Manager.
3. Deep understanding of Kenyan culture, online behavior, and social media trends.
4. Proven ability to build and nurture engaged online communities.
5. Excellent written and verbal communication skills, with a knack for crafting engaging and shareable content.
6. Strong understanding of social media marketing principles and best practices.
7. Experience using social media management and analytics tools (e.g., Hootsuite, SproutSocial, Brandwatch).
8. Ability to work independently and as part of a team in a fast-paced environment.
9. Passion for social media and a genuine interest in connecting with people online.

Preferred Qualifications:

1. Familiarity with ORM tools (e.g., Radian6, Sprinkler, Social Studio).