Community Manager

The Unlimited; Durban; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading company in financial services is seeking a Community Manager passionate about enhancing customer interactions. You will guide a dedicated team in managing communications across platforms, ensuring every customer experience aligns with brand values. Bring your expertise in community management and make a meaningful impact.

Qualifications

• 3–5 years’ experience in community management or omni-channel engagement.
• Proven ability to lead and develop digital teams.
• Exceptional written communication skills.

Responsibilities

• Lead and coach the omni-channel team for community engagement.
• Manage customer conversations across various platforms.
• Drive performance by tracking response and satisfaction metrics.

Skills

Digital communication

Team leadership

Customer engagement

Empathy

Tools

AI support tools

Job description

Are you passionate about bringing our brand to life in the digital world? Do you thrive on guiding conversations, leading a team, and making every customer interaction count? We’re looking for a Community Manager to do just that — balancing strategy and operations to create memorable, on-brand moments across social media, WhatsApp, email, and more.

What you’ll own:

• Lead and coach our omni-channel team to respond with empathy, speed, and our unique brand voice.
• Manage customer conversations across platforms like Hello Peter, Google My Business, and messaging apps — resolving issues and sparking positive community engagement.
• Ensure every interaction reflects our values and emotional connection goals.
• Drive performance by tracking response times, resolution rates, and customer satisfaction metrics.
• Use insights from the community to influence brand and customer experience strategies.
• Champion tools and processes that help the team work smarter and deliver WOW experiences.
  
  

What you bring:

• 3–5 years’ experience in community management or omni-channel engagement, preferably in regulated sectors like insurance or financial services.
• Proven ability to lead and develop digital teams.
• Exceptional written communication with a knack for tone and empathy.
• Familiarity with AI support tools, CSAT, NPS, and digital sentiment analysis.
• A customer-first mindset, integrity, and collaborative spirit.
  
  

Who you are:

• Calm under pressure, solution-oriented, and a strong relationship builder.
• Curious and proactive, always looking for ways to improve how we connect with customers.
• Digitally savvy across platforms and confident interpreting customer and brand health data.
• Committed to upholding our brand trust and delivering meaningful customer experiences.