CX Social Community Engagement Specialist

About the Role

We’re hiring a CX Social Media Engagement Specialist to own real-time engagement across global social platforms and help shape how a fast-growing consumer brand connects with its audience.

This is not a passive community management role — you will sit at the centre of brand perception, customer experience, and social intelligence, turning conversations into insights and engagement into measurable growth.

You’ll work closely with Growth, Loyalty, and Customer Experience teams to ensure every interaction across TikTok, Reddit, Instagram, X, YouTube, and emerging platforms is aligned, intentional, and on-brand.

Your mission: Build, protect, and elevate a high-performing digital community that drives loyalty, retention, and brand love.

Key Responsibilities Social Intelligence & Trend Monitoring Monitor conversations, cultural trends, and emerging narratives across TikTok, Reddit, Instagram/Threads, X, Facebook, Pinterest, and YouTube Identify real-time engagement opportunities for reactive content and community-driven storytelling Analyse sentiment shifts, engagement spikes, and audience behaviour changes Surface competitive insights and benchmark brand perception against key competitors Stay ahead of platform algorithm changes, content formats, and engagement trends

CX Operations & Community Governance Ensure strict adherence to SOPs, moderation policies, and brand guidelines across all social channels Identify and escalate sentiment risks, PR issues, or high-volume spikes in real time Analyse engagement and interaction data to improve response strategies and community performance Maintain structured reporting on social performance trends and CX insights

Brand Voice Ownership Own consistency of brand tone across all community touchpoints (comments, DMs, reactive posts, and replies) Develop and maintain tone-of-voice frameworks, response playbooks, and messaging hierarchies Review and refine templated responses to ensure accuracy, empathy, and brand alignment Detect and correct tone drift across teams or channels Ensure every interaction strengthens brand trust and personality

Team Collaboration & CX Enablement Support the CX Social team with daily operational guidance and escalation support Lead standups to surface risks, trends, and performance insights Partner with Health & Compliance teams to update SOPs based on live community learnings Provide QA review, training support, and performance calibration for CX responses Translate customer insights into actionable recommendations for Growth and Loyalty teams Identify opportunities to improve retention, engagement, and revenue impact through CX interactions

• Strong background in Customer Experience, Community Management, or Social Media Engagement
• Proven ability to manage and respond to audiences across multiple social platforms (TikTok, Reddit, Instagram, X, Facebook, YouTube)
• Exceptional written communication and brand voice consistency
• Strong understanding of social media engagement strategies and audience behaviour
• Ability to analyse engagement metrics and translate insights into actions
• Experience working with SOPs, moderation policies, and CX workflows
• Strong attention to detail and ability to maintain quality assurance standards
• Ability to escalate risks, sentiment spikes, or PR issues appropriately and quickly
• Experience collaborating with cross-functional teams in a fast-paced environment

• Experience in DTC, e-commerce, or consumer lifestyle brands
• Exposure to crisis communication or reputation management
• Experience supporting revenue or retention goals through CX engagement
• Experience working in global remote teams
• Understanding of influencer or creator engagement strategies
• Familiarity with structured CX or community scaling frameworks

• Social Platforms: TikTok, Reddit, Instagram, X (Twitter), Facebook, YouTube, Threads
• Social Listening & Analytics: Sprout Social, Facebook Insights, Google Analytics (or similar tools)
• CX & Communication: Zendesk (or similar), Slack, Microsoft Teams
• Reporting & Collaboration: Notion, Google Workspace
• Content & Scheduling Tools: Meta Business Suite, native platform tools