Community Engagement Associate

About the role

The Community Engagement Associate leads the overall strategy for managing our digital and social communities. You will ensure that every customer interaction reflects the brand’s values, while coordinating internal and external partners to deliver a seamless experience.

Key responsibilities

• Develop and execute the community engagement strategy across all digital and social platforms.
• Manage internal teams and external agencies to maintain consistent service quality.
• Oversee escalated customer complaints, acting as the final escalation point for Level 2 issues.
• Establish communication guidelines, service standards, and escalation processes.
• Monitor interactions to ensure alignment with brand voice and service expectations.
• Analyze feedback and engagement trends to identify improvement opportunities.
• Collaborate with cross‑functional teams to resolve issues and enhance overall customer experience.
• Ensure campaign and promotional communications are accurate, compliant, and customer‑focused.
• Mentor and develop team members and agency partners to raise performance standards.

Required profile

• Bachelor’s degree in Marketing, Communications, Business Administration or a related field.
• 2–4+ years of experience in customer experience, social media management, or digital engagement.
• Proven experience leading teams and managing external agencies.
• Strong background in handling customer escalations and service recovery.

Required skills