Community & Customer Engagement Officer

EOLIS; Brussel Hoofdstad; Hybrid; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Dynamic consumer-focused environment

Autonomy and cross-team interaction

Direct influence on brand engagement

Job summary

EOLIS GROUP is seeking a Social Media & Community Manager to strengthen the marketing and communications team for a client project. You will manage conversations with customers and online communities across social media, combining community management, customer engagement and social listening.

The role offers Brussels, hybrid work with opportunities to translate conversations into insights and shape the brand’s tone of voice across platforms in collaboration with Marketing, Content and Customer

Qualifications

• Bachelor’s degree in Communication, Marketing, Social Media or equivalent.
• 2–3 years of relevant experience in social media or community management.
• Excellent understanding of social platforms and tone of voice.
• Strong writing, empathy and customer orientation.
• Analytical mindset with ability to translate conversations into insights.

Responsibilities

• Manage conversations across social channels, proactively and reactively.
• Respond to questions with empathy and helpfulness.
• Represent the brand on social media and guide conversations.
• Develop community initiatives to boost engagement.
• Define and safeguard tone of voice across platforms.
• Identify opportunities for organic engagement and user-generated content.
• Monitor trends and topics around the brand and market themes.
• Collaborate with Marketing, Content, and Customer Care.
• Escalate complex questions to internal stakeholders and ensure follow-up.
• Stay updated on social media best practices.
• Translate conversations into actionable insights.

Skills

Social media

Community management

Customer engagement

Empathy

Written communication

Education

Bachelor’s degree in Communication/Marketing/Social Media

Tools

Social listening tools

Content calendars

Job description

Looking for a (Freelance) Community & Customer Engagement Officer (NL+FR) for a project at one of our clients!

Location:

Brussels, hybrid

Employment Rate:

full-time, 100%. Freelance or temporary contract (CDD)

Intro

For a well-established consumer-focused organization, we are looking for a Social Media & Community Manager to strengthen the marketing and communications team.

You will be responsible for managing and developing conversations with customers and online communities across social media. Combining community management, customer engagement and social listening, you will ensure relevant, timely and empathetic interactions while strengthening the relationship between the brand and its audiences.

Beyond day-to-day community management, you will identify trends and opportunities, translate conversations into actionable insights and help continuously improve the organization's social media and digital customer care approach. The original role explicitly combines proactive/reactive customer contact with community engagement and brand representation.

Responsibilities

• Manage customer and community conversations across different social media channels, both proactively and reactively.
• Respond to questions, comments and brand mentions in a fluent, helpful and empathetic way.
• Act as a representative of the brand on social media and determine when and how conversations should be addressed.
• Develop and execute community initiatives that stimulate engagement and strengthen relationships with audiences.
• Define and safeguard a consistent tone of voice across social platforms.
• Identify opportunities for organic engagement, including comments, user-generated content and spontaneous brand mentions.
• Monitor emerging conversations, trends and topics around the brand, its products and relevant market themes.
• Work closely with internal teams such as Marketing, Communications, Content and Customer Care to ensure consistent communication and efficient follow-up.
• Escalate complex customer questions to the appropriate internal stakeholders and ensure proper follow-up.
• Stay up to date with developments and best practices in social media, community management and digital customer care.
• Monitor community performance, including engagement, sentiment, recurring topics and customer pain points.
• Translate social conversations into actionable insights that can support content, marketing and customer experience decisions.
• Identify opportunities to improve content, tone of voice, responsiveness and community engagement.
• Collaborate with and provide guidance to external partners involved in social media customer care.

Experience & Competences

• Bachelor’s degree in Communication, Marketing, Social Media or equivalent experience.
• 2–-3 years of relevant experience, ideally in social media, community management or digital customer care.
• Excellent understanding of social media platforms, their dynamics and the conversational style appropriate to each channel.
• Excellent writing skills and the ability to adapt your tone of voice to different audiences, situations and topics.
• Strong customer orientation and a natural sense of empathy.
• Able to analyse online conversations and translate them into relevant insights.
• Strong organizational and coordination skills.
• Comfortable working with different internal and external stakeholders.
• Proactive, autonomous and able to take ownership.
• Analytical mindset combined with strong communication skills.
• Flexible when required by the nature of social media and community management.

Offer

• You will join a dynamic consumer-focused environment where social media plays an important role in the relationship between the organization and its customers.
• The role offers a varied combination of community management, social media engagement, digital customer care and social listening, with plenty of autonomy and interaction with different teams.
• You will have the opportunity to directly influence how a well-known consumer brand engages with its audiences while turning everyday customer conversations into insights and opportunities for continuous improvement.

Who are we?

EOLIS GROUP is a Digital and Marketing In-housing Company that helps its clients grow their own in-house digital & marketing capabilities. We support organizations with digital, creative, content, marketing, and tech expertise, as well as strategic guidance on in-housing models, organization, technology, finances, and talent.