Community Manager

Company description Digitas is the Networked Experience Agency, built on the vision that we create magnetic experiences that earn the right for brands to exist in human networks. Today, and tomorrow. We deliver Networked Experiences by leveraging comprehensive data, technology, creative, media and strategy capabilities. Digitas delivers ambitious outcomes via unique solutions that include Creative Experiences, Integrated Media, Addressable Relationships, Social Marketing and Total Commerce. Digitas serves the world's leading brands through a global network comprised of more than 5,500 employees across over 65 offices in 43 countries. The Digitas culture is made up of fearless, inventive and generous Unicorns of all kinds. Overview Role Overview Community Management at Digitas sits at the intersection of social media, customer experience, culture, and brand engagement. It is about building meaningful relationships between brands and people through authentic conversations, responsive engagement, and best-in-class social care. To support the continued growth of our Social Marketing capability, we are looking for a culturally aware, digitally fluent, and community-obsessed Community Manager to join our Cape Town team. We are looking for someone who understands that community management is more than responding to comments. It is about protecting brand reputation, identifying opportunities for engagement, spotting cultural moments, uncovering audience insights, and helping brands show up meaningfully within online communities. This role requires someone who can contribute across: • Community management and audience engagement • Social care and customer support • Brand reputation and moderation • Social listening and trend monitoring • Community reporting and insights generation • Real-time engagement and cultural relevance The successful candidate will work closely with Social Media Managers, Strategists, Creatives, Analysts, and Client Service teams across a portfolio of leading brands. You should be comfortable working in fast-paced environments, managing multiple communities simultaneously, and engaging confidently with audiences across a variety ofsocial platforms. Sound like you? Read on. Responsibilities What You'll Do • Manage day-to-day community engagement across client social media platforms. • Respond to comments, direct messages, mentions, and customer queries in line with approved brand tone of voice. • Deliver best-in-class social care and customer engagement across all assigned accounts. • Escalate customer complaints, issues, and risks according to agreed processes. • Moderate communities to ensure conversations remain safe, relevant, and aligned to platform and brand guidelines. • Monitor audience sentiment and identify emerging opportunities, risks, and conversation trends. • Support real-time engagement opportunities around relevant cultural moments and trends. • Contribute audience and community insights into content planning and strategy discussions. • Assist with weekly, monthly, and campaign reporting requirements. • Monitor competitor activity and identify opportunities for brands to strengthen their community presence. • Support campaign launches through active community participation and engagement. • Work closely with Social Media Managers, Strategists, Creatives, and Analysts to ensure community activity aligns with broader campaign objectives. • Maintain high levels of accuracy, responsiveness, and attention to detail across all community interactions. • Leverage AI and emerging technologies responsibly to improve workflow efficiency and reporting where appropriate. Qualifications Qualifications & Experience This role requires a strong foundation in community management and social media, combined with a passion for digital culture, audience engagement, and customer experience. • Minimum 3 years' experience in Community Management, Social Media Management, or a related discipline. • Previous agency experience preferred. • Strong understanding of Instagram, Facebook, TikTok, LinkedIn, X, Threads, and emerging social platforms. • Excellent written communication and copywriting skills. • Experience managing communities for consumer-facing brands. • Strong understanding of social media best practice, audience engagement, and platform behaviour. • Experience handling customer queries, complaints, and escalation processes. • Familiarity with social media management and community management tools. • Strong organisational and time management skills. • Ability to identify audience trends, cultural moments, and engagement opportunities. • Comfortable analysing community performance and contributing to reporting outputs. • FMCG, beauty, lifestyle, or retail experience advantageous. • Familiarity with generative AI tools such as ChatGPT, Gemini, Claude, and Perplexity is advantageous. Additional information What We Offer • A dynamic, collaborative environment within a global network. • Opportunities to work on leading local and international brands. • Exposure to integrated campaigns spanning creative, social, media, data, and technology. • Access to training and development opportunities. • A culture of fearless, inventive, and generous Unicorns. Additional Information Personality Attributes • Team player with the ability to work independently. • Proactive and solutions-focused. • Strong communicator. • Naturally curious about people, culture, and digital behaviour. • Organised and detail-oriented. • Adaptable and responsive. • Calm under pressure. • Positive and energetic. • Customer-focused. • Passionate about social media and online communities. Culture Commitment We are the networked marketing agency, a full-service agency with modern creative & media, data, and technology services all under one roof. We are connected in the way we think and the way we work. At the heart of our company are great people that we call Unicorns. Our Unicorns are open, bold, and curious and love to solve complex problems for clients in unique ways. • We are approachable & globally supportive. • We are in this together and solution orientated. • We always do the right thing. • We are never afraid. Ready to create magnetic community experiences? Apply now and help us build meaningful relationships between brands and the people who matter most. Digitas is an equal opportunity employer and prohibits any forms of Discrimination or Harassment. We celebrate diversity and are committed to creating an inclusive environment for all our employees in line with our Employment Equity Plan. All appointments will be based on qualifications, experience and best fit, but preference will be given to candidates from designated groups. Interested candidates must please submit a concise CV. Only shortlisted candidates will be contacted. Should you not hear from us within 2 weeks after submitting your application, please consider your application unsuccessful. Visit www.digitas.com/en-za for more on Digitas ZA.

Qualifications & Experience This role requires a strong foundation in community management and social media, combined with a passion for digital culture, audience engagement, and customer experience. • Minimum 3 years' experience in Community Management, Social Media Management, or a related discipline. • Previous agency experience preferred. • Strong understanding of Instagram, Facebook, TikTok, LinkedIn, X, Threads, and emerging social platforms. • Excellent written communication and copywriting skills. • Experience managing communities for consumer-facing brands. • Strong understanding of social media best practice, audience engagement, and platform behaviour. • Experience handling customer queries, complaints, and escalation processes. • Familiarity with social media management and community management tools. • Strong organisational and time management skills. • Ability to identify audience trends, cultural moments, and engagement opportunities. • Comfortable analysing community performance and contributing to reporting outputs. • FMCG, beauty, lifestyle, or retail experience advantageous. • Familiarity with generative AI tools such as ChatGPT, Gemini, Claude, and Perplexity is advantageous.

What You'll Do • Manage day-to-day community engagement across client social media platforms. • Respond to comments, direct messages, mentions, and customer queries in line with approved brand tone of voice. • Deliver best-in-class social care and customer engagement across all assigned accounts. • Escalate customer complaints, issues, and risks according to agreed processes. • Moderate communities to ensure conversations remain safe, relevant, and aligned to platform and brand guidelines. • Monitor audience sentiment and identify emerging opportunities, risks, and conversation trends. • Support real-time engagement opportunities around relevant cultural moments and trends. • Contribute audience and community insights into content planning and strategy discussions. • Assist with weekly, monthly, and campaign reporting requirements. • Monitor competitor activity and identify opportunities for brands to strengthen their community presence. • Support campaign launches through active community participation and engagement. • Work closely with Social Media Managers, Strategists, Creatives, and Analysts to ensure community activity aligns with broader campaign objectives. • Maintain high levels of accuracy, responsiveness, and attention to detail across all community interactions. • Leverage AI and emerging technologies responsibly to improve workflow efficiency and reporting where appropriate.