Community Social Manager

Portfolio Group (Canada); Manchester, Nottingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

Portfolio Group in Manchester is seeking a Social Media & Online Reputation Manager to own its online presence, blending organic social, content creation, brand engagement and reputation management.

You will grow social channels, craft engaging content, respond to reviews on Trustpilot, Google and G2, and coordinate with internal teams to resolve customer issues while protecting the brand.

Qualifications

• Experience managing organic social media for a business or brand.
• Strong content creation and copywriting skills with a knack for engagement.
• Experience across multiple platforms and understanding their formats and audiences.

Responsibilities

• Own and develop the organic social media strategy across LinkedIn, Instagram, TikTok, Facebook and YouTube.
• Create, write, schedule and publish engaging content that grows audiences and drives brand awareness.
• Manage the company’s online reputation across Trustpilot, Google, G2 and other review platforms.
• Respond to reviews, social comments, mentions and direct messages in a timely and professional way.
• Work with internal teams to address customer feedback and resolve issues while protecting the brand.

Skills

Social media management

Content creation

Copywriting

Multi-platform

Online reputation management

Customer service mindset

Communication skills

Stakeholder collaboration

B2B SaaS experience

Tools

Trustpilot

Google reviews

G2

Job description

Love creating content? Know how to build a brand online? confident handling the good, the bad and the ugly when it comes to customer feedback?

I'm working with an established, fast-growing business services organisation looking for a creative and commercially minded Social Media & Online Reputation Manager to take ownership of its online presence.

This is a varied, hands-on role combining organic social media, content creation, brand engagement and reputation management. You'll be responsible for growing the company's social channels, creating content that gets people talking and making sure every customer interaction - whether positive or negative - is handled professionally.

From building an engaged audience to responding to Trustpilot reviews, managing complaints and protecting the brand's reputation, you'll play a key role in how the business is seen online.

DAY TO DAY

• Own and develop the organic social media strategy across LinkedIn, Instagram, TikTok, Facebook and YouTube.
• Create, write, schedule and publish engaging content that grows audiences and drives brand awareness.
• Develop creative, shareable content, including short-form video, social campaigns and thought leadership.
• Manage the company's online reputation across Trustpilot, Google, G2 and other review platforms.
• Respond to positive and negative reviews, social comments, mentions and direct messages.
• Take ownership of customer feedback and complaints, working with internal teams to get issues resolved.
• Manage social engagement across corporate and senior leadership profiles.
• Identify opportunities to generate more positive customer reviews and strengthen brand sentiment.
• Monitor social performance, analyse engagement and use insights to improve future content.
• Spot potential reputational risks and ensure sensitive issues are escalated appropriately.

YOU?

• Previous experience managing organic social media channels for a business or brand.
• Strong content creation and copywriting skills, with a good eye for what gets audiences engaging.
• Experience working across multiple platforms, understanding the different formats and audiences each attracts.
• Experience managing online reviews, customer feedback, social comments and direct messages.
• A strong customer service mindset and the confidence to handle difficult conversations professionally.
• Excellent communication skills, sound judgement and the ability to manage sensitive or potentially negative situations.
• Comfortable working with different internal teams to resolve customer issues and protect brand reputation.
• Organised, proactive and commercially aware, with the ability to manage multiple priorities.
• Experience within B2B, SaaS, technology or professional services would be advantageous.