Dedicated Community Manager

Whatisc27; Malaysia; On-site; MYR 60,000 - 90,000; Full time

Job summary

C27 is seeking a strategic Community Manager to bridge brand goals with client needs in a fast-paced digital landscape. You will manage fan inquiries, schedule content, and escalate issues while supporting new business pitches and influencer collaborations.

You will advise key clients with insights from community data, translate requirements for internal teams, and drive campaigns across social, web, and email. This role demands ownership and collaboration across departments within Canada?

Qualifications

• Min 2 years of serving community management functions in an organization or equivalent.
• Portfolio with T3/T2 portfolio or >RM180k portfolio value.
• Intermediate level of competency.
• Certification in relevant subject matter (channel management, analytics, social media, digital strategy, digital engagement).

Responsibilities

• Manage and respond to inquiries from fans on all social media channels in a timely manner.
• Oversee the scheduling and posting of content, ensuring consistency with the content calendar.
• Escalate complex issues and collaborate with client/customer teams for resolution.
• Be involved in new social business/pitches.
• Collaborate with the marketing team to develop innovative social media strategies for potential clients.
• Serve as a primary point of contact for key clients, acting as a brand guardian and providing strategic advice based on community insights.
• Gain deep knowledge of clients' businesses, industry landscapes, and challenges to offer tailored solutions.
• Understand and translate client needs, requirements, and project constraints for internal teams.
• Oversee day-to-day client deliverables, ensuring timely implementation, execution, and reporting.
• Ensure client approvals and sign-offs are achieved on time, preventing delays and overruns.
• Conduct ongoing client education to enhance their understanding of digital strategies, processes, and workflows, including the C27 Process and Approach.
• Develop and execute community-driven campaigns that align with client objectives, with a strong focus on increasing brand awareness, customer engagement, and loyalty.
• Work closely with creative teams to produce and curate compelling content (e.g., social media posts, videos, blogs) that supports campaign goals and effectively reaches target audiences.
• Manage the execution of campaigns across multiple digital platforms (social media, websites, email), ensuring messaging consistency and maximizing the impact of each campaign.
• Collaborate with the Strategy Team on influencer marketing, from research and proposal to execution and post-campaign follow-ups.
• Assist in the development of social media reports, including community management breakdown, post-performance analysis, and sentiment analysis.
• Contribute to the ideation and development of multi-channel digital/social strategies with input from Strategy, Creative, and Technical teams.
• Offer insights and research-based data on community sentiments for content improvement.
• Support the content calendar creation process through research, idea contribution, and social media copywriting as needed.
• Maintain clear communication with internal agencies and client personnel, ensuring positive workflow and escalating issues as required.
• Ensure smooth internal processes across departments.
• To work closely with others to execute & drive internal special projects as initiated by the CEO.
• Keep an eye out for awards/case study work across the C27 portfolio of clients.
• To ensure the brand image (visually) of C27 is consistent throughout while working with the internal branding team.
• Collaborate with others - Encourage discourse and critical thinking in collaboration with others.
• Ensure effective interdepartmental collaboration.
• To adhere to the superior's directions, instructions, & recommendations.
• Ensure all works produced are of high quality with little to no errors.
• Ensure all projects are submitted promptly, with precise contents and clean format.
• To be responsible for the safekeeping and general usage of the Company's assets in employee possession and the usage of Company facilities provided.
• To be dressed presentably and to maintain professionalism during client meetings.
• To uphold C27's brand image at all times, during working hours and non-working hours, in-office grounds or out of office grounds.
• You constantly observe C27's culture and practices, working to uplift the Company's good name.

Skills

Community management

Client relations

Content scheduling

Education

Certification in digital strategy

Job description

“Orator, influencer, "penghulu". You are not only a megaphone, you are also the "house speaker". An organization is nothing without its tribe or community, and the role of a CM is to bridge the gap in between.”

"Strategy is an informed opinion about how to win." ~Mark Pollard

Strategy, in the broadest sense, is nothing but a list of right things to do. The how, what, and why. The primary role of the C27 Strategy Team is to identify unmet needs, goals, opportunities, and challenges of all departments and aspects of the client’s business. The team will then create and oversee the execution of a plan through specific initiatives to meet the objectives of the strategy. To enable cross-functional teams to develop and evolve ideas that bring together brand goals, retailer objectives, and consumer needs. Through a deep understanding of behavioural psychology, consumer behaviour, effective insights, and a result-oriented approach, a digital strategist’s fundamental role is to develop a plan that connects the brand to the online consumer or user.

Key traits - urgency, empathetic, adaptivity, insightfulness, result oriented, intelligent, analytical, curious, resourceful, team player, articulate.

Requirements

1. Min 2 years of serving community management functions in an organization or equivalent.
2. Portfolio composition of T3&T2 majority portfolio OR >RM180k portfolio value.
3. Intermediate level of competency.
4. Certification in relevant subject matter (channel management, analytics, social media, digital strategy, digital engagement).

PRIMARY ROLES & RESPONSIBILITIES

Community Management

1. Manage and respond to inquiries from fans on all social media channels in a timely manner.
2. Oversee the scheduling and posting of content, ensuring consistency with the content calendar.
3. Escalate complex issues and collaborate with client/customer teams for resolution.

Marketing & New Business

1. Be involved in new social business/pitches.
2. Collaborate with the marketing team to develop innovative social media strategies for potential clients.

Client Management

1. Serve as a primary point of contact for key clients, acting as a brand guardian and providing strategic advice based on community insights.
2. Gain deep knowledge of clients' businesses, industry landscapes, and challenges to offer tailored solutions.
3. Understand and translate client needs, requirements, and project constraints for internal teams.
4. Oversee day-to-day client deliverables, ensuring timely implementation, execution, and reporting.
5. Ensure client approvals and sign-offs are achieved on time, preventing delays and overruns.
6. Conduct ongoing client education to enhance their understanding of digital strategies, processes, and workflows, including the C27 Process and Approach.

Developing and Managing Campaign Mechanics

1. Develop and execute community-driven campaigns that align with client objectives, with a strong focus on increasing brand awareness, customer engagement, and loyalty.
2. Work closely with creative teams to produce and curate compelling content (e.g., social media posts, videos, blogs) that supports campaign goals and effectively reaches target audiences.
3. Manage the execution of campaigns across multiple digital platforms (social media, websites, email), ensuring messaging consistency and maximizing the impact of each campaign.

Collaboration

1. Collaborate with the Strategy Team on influencer marketing, from research and proposal to execution and post-campaign follow-ups.
2. Assist in the development of social media reports, including community management breakdown, post-performance analysis, and sentiment analysis.
3. Contribute to the ideation and development of multi-channel digital/social strategies with input from Strategy, Creative, and Technical teams.
4. Offer insights and research-based data on community sentiments for content improvement.
5. Support the content calendar creation process through research, idea contribution, and social media copywriting as needed.

Project Management & Coordination

1. Maintain clear communication with internal agencies and client personnel, ensuring positive workflow and escalating issues as required.
2. Ensure smooth internal processes across departments.

Internal Initiatives

1. To work closely with others to execute & drive internal special projects as initiated by the CEO.
2. Keep an eye out for awards/case study work across the C27 portfolio of clients.
3. To ensure the brand image (visually) of C27 is consistent throughout while working with the internal branding team.

Other Responsibilities

General Responsibilities

1. Collaborate with others - Encourage discourse and critical thinking in collaboration with others.
2. Ensure effective interdepartmental collaboration.
3. To adhere to the superior's directions, instructions, & recommendations.
4. Ensure all works produced are of high quality with little to no errors.
5. Ensure all projects are submitted promptly, with precise contents and clean format.

Responsibilities towards the Company

1. To be responsible for the safekeeping and general usage of the Company's assets in employee possession and the usage of Company facilities provided.
2. To be dressed presentably and to maintain professionalism during client meetings.
3. To uphold C27's brand image at all times, during working hours and non-working hours, in-office grounds or out of office grounds.

Miscellaneous Responsibilities

1. You constantly observe C27's culture and practices, working to uplift the Company's good name.

Purpose

“Trendsetter, stylist, anarchist. The aesthetic & experiential front line of the C27 collective.”