Community Manager - Facebook

About us:

We are a dynamic, fast-growing D2C FMCG brand that is committed to delivering high-quality products directly to our customers. As we continue to scale, we are looking for a passionate and results-driven Facebook Community Manager to help foster meaningful relationships with our online community and elevate our brand's presence across Facebook.

Role Overview:

The Facebook Community Manager (USA) will be part of the Marketing team and responsible for growing, engaging, and nurturing our Top Products communities on Facebook. You will act as the voice of the brand, create engaging content, drive conversations, and cultivate a loyal following. You will also collaborate with cross-functional teams to align brand messaging and ensure a seamless customer experience.

Key Responsibilities:

Community Engagement & Growth:

• Manage and moderate our Facebook Community pages for top US products, ensuring timely responses to customer inquiries, comments, and messages.
• Develop and execute strategies to increase community size, engagement, and activity.
• Build relationships with community members, identifying key influencers, advocates, and potential brand ambassadors.
• Monitor and report on community sentiment, highlighting key trends, customer feedback, and insights.

Content Creation & Strategy:

• Create and curate compelling, community-driven content (e.g., posts, polls, stories, videos) aligned with brand voice and tone.
• Collaborate with the creative team to produce visuals and campaigns that resonate with our audience.
• Plan and execute content calendars for Facebook that include product promotions, user-generated content, behind-the-scenes, and customer success stories

Customer Feedback & Insights:

• Act as the primary point of contact for customer concerns and feedback, ensuring that issues are addressed in a timely and positive manner.
• Monitor community conversations, collecting valuable feedback and actionable insights to inform marketing, product, and customer service teams.

Brand Advocacy & Campaigns:

• Foster brand loyalty by engaging with customers and encouraging them to share their experiences with our products.
• Implement Facebook-based campaigns (e.g., giveaways, contests, surveys) to increase engagement and drive traffic to eCommerce platforms.
• Organize and manage Facebook events, live sessions, Q&As, and other initiatives to deepen customer relationships.

Analytics & Reporting:

• Track and report on key performance metrics (e.g., engagement, reach, community growth, sentiment).
• Use Facebook Insights, third-party tools, and Google Analytics to assess performance and optimize community management strategies.

Collaboration & Cross-Functional Support:

• Work closely with the customer support, and product teams to align messaging and ensure brand consistency.
• Develop influencer and partnership programs by identifying and connecting with potential collaborators from the community.

Skills & Qualifications:

• 4-5 years of experience in community management, social media marketing, or digital marketing, preferably in a D2C, FMCG, or eCommerce environment.
• In-depth knowledge of Facebook, including its groups, pages, and advertising tools. Experience with Facebook Ads Manager is a plus.
• Exceptional written and verbal communication skills with the ability to engage and motivate online communities.
• Strong understanding of content creation for social media, including copywriting, visual content, and video storytelling.
• Demonstrated ability to handle customer feedback with empathy, resolve issues effectively, and turn negative experiences into positive ones.
• Ability to analyze community engagement data and use insights to improve strategy and performance.
• Creative thinker with the ability to develop new ideas that resonate with an online audience.
• Collaborative, open to feedback, and comfortable working across departments.
• Familiarity with social media management tools (e.g., Hootsuite, Sprout Social, Buffer), CRM tools, and community management platforms.
• Basic proficiency in design tools like Canva or Adobe Spark (a plus).
• Exposure to US/EU market (a plus).