Ignite Community Management Coordinator - Broadbeach, QLD

Ignite Travel Group; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Travel discounts

Career development

Team events

Volunteer leave

Job summary

Ignite Travel Group is seeking a dynamic Ignite Community Management Coordinator to foster a vibrant online presence across our social channels. You will engage followers, respond to inquiries, monitor feedback, and help shape a positive brand voice.

You’ll track engagement metrics, collaborate with the content and marketing teams, and escalate complex issues when needed. The role is based at our Broadbeach office on the Gold Coast.

Qualifications

• Strong written communication skills and empathetic tone.
• Familiar with Facebook and Instagram platforms.
• Experience with customer engagement tools preferred.

Responsibilities

• Monitor and respond to social media interactions across brand channels.
• Manage online reviews and customer feedback within 24 hours when possible.
• Enhance engagement by initiating meaningful conversations and identifying trends.

Skills

Written communication

Social media basics

Customer engagement tools

Collaboration

Tools

Sprinklr

Hootsuite

Job description

We are seeking a dynamic and empathetic Ignite Community Management Coordinator to foster and maintain a vibrant online community across our social media platforms. You will be the voice and ear of our brand—actively engaging with followers, encouraging meaningful conversations, monitoring feedback, and ensuring a positive and inclusive environment. You’ll also track engagement metrics to guide community strategy and continuously improve user experience. If you're passionate about digital communication, have a knack for social interaction, and thrive in a fast-paced online space, we’d love to meet you.

A day in the life:

Monitor & Respond to Social Media Interactions

• Monitor and respond to social media interactions across all brand channels. Engage with the community through comments, direct messages, mentions, and public online reviews, ensuring all communication aligns with each brand’s tone of voice.
• Professionally manage enquiries, compliments, and complaints, delivering a consistent customer experience while escalating complex or sensitive matters to the appropriate internal teams when required.

Manage Online Reviews & Customer Feedback

• Monitor reviews on platforms like Google, Trustpilot, and Product Review Respond to customer feedback with professionalism and within a 24-hour timeframe, whilst identifying potential risks and flagging them to key stakeholders
• Empower and assist customers with a positive, solution-focused approach, taking ownership of customer communication and advocate for their needs

Enhance Engagement & Brand Presence

• Initiate and encourage meaningful conversations to build trust and loyalty, identify trends, FAQs, and engagement opportunities and provide feedback and insights to the Content Lead on sentiment and trends.

Who you are:

• Strong written communication skills – Responds professionally and empathetically to customer inquiries
• Basic understanding of social media platforms – Familiar with Facebook, Instagram.
• Attention to detail & problem-solving skills – Ability to assess customer sentiment and escalated issues appropriately
• Experience using customer engagement tools (preferred) – Experience with Sprinklr/Hootsuite or similar software/tools is a plus
• Independent and collaborative – Works well autonomously and as part of cross-functional teams (marketing, customer relations, social media)

What you'll enjoy:

• Ongoing skills development
• Catapult your career across a network of brands and businesses in an evolving industry
• Say no to full price! Nab discounts on travel and more thanks to our sweet rewards program
• Access to industry leading health and well - being programs and financial advisors
• Set up shop in a swanky beachfront office in Broadbeach
• Enjoy social events to promote networking, celebration of wins, and sometimes just for fun!
• Take volunteer leave as part of giving back to the local community

#IGNT