Community Manager

Posted Date 3 weeks ago(03/09/2021 1:57 AM)
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About The&Partnership

At The&Partnership we bring ideas and technology together to power brands and businesses. As one of the world’s fastest-growing independent agency networks, we are increasingly known for developing bespoke new model agency solutions for clients across the globe.


We call this The&Model and the premise is very simple. Agency Creative, Strategy, Media, PR and Data/CRM, all working side by side, solving problems as one collaborative team with the client.


A rapidly changing market requires a radical new approach to marketing. We work alongside our clients’ marketing departments – often with other agency partners – in new, nimble ways to deliver highly creative, data-driven work quickly and efficiently.


We’ve seen record growth over the past two years – expanding across 17 new markets and doubling in size against a challenging industry backdrop.


Our Content Studio

In September 2020 The&Partnership was appointed to build a global in-house content agency for a tobacco client’s new category products. The appointment was driven by the client’s desire for a new global digital partner to help them transform how they produce digital content to support the global growth of new category brands. The&Partnership will be responsible for the end-to-end content framework, from setting digital strategies across social, CRM and web to content creation and global delivery (markets include US, Germany and Japan). The newly formed Content Studio will be a fast moving ‘marketing newsroom’ building banks of creative assets, that are created, distributed, measured and improved in real time. The content produced will be for products that offer customers a greater choice of more enjoyable, less risky products and not for traditional cigarettes. The agency will play a pivotal role in accelerating the growth of these new categories which reduce the health impact of the tobacco business.


The role

We’re looking for an enthusiastic, passionate Community Manager with some previous experience in a similar role. A great communicator who can work with a diverse range of teams.


The successful candidate needs to be socially native, with experience of managing, coordinating and responding across platforms, particularly Instagram. They will need to be responsible for owning the day to day management of the account - from posting content, ensuring timely responses, service team liaison and surprise + delight, while maintaining brand TOV. 


A strong understanding and interest in Social Media as well as local and social culture and nuances is fundamental for this role. In general, you need to be positively buoyant; resilient and up for a challenge, whether it be responding to consumer queries, developing social FAQs or collaborating with the brand or team on reactive content or crisis/incident management. 


The role will require some weekend and evening cover to support reactive social content or crisis management on the odd occasion.


Key responsibilities 

  • Day to day management of social communities for brands, across all social media channels – regular posting and monitoring of content, ensuring timely responses to customer queries and tone of voice consistency.
  • Building positivity for the brand by driving engagement through responses, nurturing communities with delight initiatives.
  • Primary contact for PR ensuring the best social consumer responses for campaigns or potential contentious conversations. This will also involve adapting or putting together Social Q&As (campaign, new product, contentious media topics).
  • Ownership of social processes/procedures (approval, scheduling, monitoring), including regularly reviewing our Crisis and Incident Plan and inputting into relevant ‘Wargaming’ sessions prior to campaign launch.
  • Ownership of the Content Calendars – inputting activity, shuffling and flagging possible clashes. Pre-empting/planning work load off the back of this.
  • Custodian of the brands’ social reputation.
  • Key player in managing relationships with Instagram, Twitter and

Additional responsibilities

  • May be required to develop ad-hoc social content across reactive projects. This could be through additional copy or pushing the creation through the agency from design to approval with client.


Core Skills / Experience:

  • At least 18 months experience managing social media channels
  • A passion for communications and Community Management – a great communicator
  • Good understanding of posting brand content to and responding on Facebook, Instagram, YouTube, Twitter channels, ideally on a high-volume, fast turnaround social brand account.
  • Clear knowledge of the social media landscape, local and social culture and optimization of content on key channels
  • Experience of working with social moderation tools preferably Sprinklr
  • Experience of social analytics tools and reporting metrics preferably Sprinklr
  • Strong and creative wordsmith and proof-reading skills
  • A self-starter with an eye for detail
  • Comfortable in a fast-paced environment working to tight deadlines with the ability to multitask
  • Robust understanding of brand reputation and Social Crisis Management
  • Ability to work across client /agency departments to deliver cross-functional responses through social channels
  • Comfortable taking a risk-balanced approach to social in responses and content and the ability to identify issues before they arise / escalate accordingly.

 Personal attributes

  • Collaborative team player, open minded, transparent and non-political
  • Relentlessly curious about people, technology, brands, design and business
  • Self-starting, proactive and prepared to put in the hard yards to deliver excellent creative output
  • Able to balance a strong point of view with an ability to listen, learn and adapt
  • Energised by doing the right thing for our clients; solution and results focused
  • Positive, enthusiastic, unflappable
  • Strong motivation and drive to succeed


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