Community Management Specialist Job at 321 Brand + Social House (Orlando)

Job Description

As a Community Management Specialist at 321, you will be the voice of our clients across social media platforms, building meaningful connections with audiences through authentic engagement, responsive community management, and strategic creator partnerships. This entry-level to junior position focuses on the daily management of social media communities, influencer outreach and relationship building, and fostering brand loyalty through thoughtful, timely interactions.

Job Responsibility

Monitor social media channels daily across multiple client accounts (Facebook, Instagram, LinkedIn, TikTok, YouTube, X) for comments, mentions, messages, and engagement opportunities
Respond promptly and authentically to audience comments, questions, and direct messages on behalf of clients, maintaining brand voice and tone
Engage proactively with followers by liking, commenting on, and sharing relevant user-generated content that aligns with brand values
Foster positive community sentiment by building genuine connections with audience members and creating a welcoming brand presence
Manage community interactions according to client-specific guidelines, escalation protocols, and brand voice documents
Track response times and maintain high standards for timely, helpful, and on-brand community engagement
Identify and flag urgent or sensitive comments requiring immediate attention or escalation to Client Success teams
Communicate with followers in a manner that builds brand loyalty, encourages repeat engagement, and creates positive brand associations
Monitor brand mentions, tags, and conversations across social platforms and the broader internet to track sentiment and identify engagement opportunities
Track and respond to online reviews on Facebook, Google, Yelp, and other review platforms in coordination with client preferences
Produce weekly sentiment reports outlining social media and review sentiment with week-over-week and month-over-month tracking and comparisons
Identify patterns in audience feedback, questions, and concerns to inform content strategy and client communications
Alert clients and internal teams to potential reputation issues, negative sentiment trends, or crisis situations requiring immediate response
Celebrate positive feedback and user testimonials by amplifying them across social channels (with appropriate permissions)
Monitor competitor social media activity and community engagement approaches to identify opportunities and best practices
Identify high-quality user-generated content (photos, videos, testimonials, reviews) that can be amplified across client social channels
Request permissions and coordinate proper attribution when featuring customer content
Engage with brand advocates, loyal customers, and frequent engagers to nurture ongoing relationships and encourage continued advocacy
Identify opportunities for customers to participate in campaigns, contests, testimonials, or case study features
Track and organize user-generated content in shared asset libraries for potential repurposing
Support the development of community-building initiatives including contests, challenges, Q&A sessions, and interactive content
Research and identify relevant influencers, content creators, brand ambassadors, and micro-influencers aligned with client brand values and target audiences
Build databases of potential creator partners organized by niche, audience size, engagement rate, platform, and content style
Analyze creator profiles to assess authenticity, audience demographics, content quality, and brand fit
Monitor trending creators and emerging voices within client industries and target markets
Conduct initial outreach to creators via email, direct messages, or creator platforms to gauge interest in partnerships
Maintain organized tracking systems for outreach status, responses, and partnership opportunities
Leverage AI-powered tools for creator discovery, audience analysis, and outreach efficiency
Serve as the day-to-day point of contact for influencer and creator partnerships once established
Coordinate content briefs, campaign timelines, deliverable requirements, and brand guidelines with creators
Track influencer content calendars, posting schedules, and deliverable deadlines
Review creator content drafts for brand alignment, messaging accuracy, and disclosure compliance (FTC guidelines)
Facilitate approval processes between creators and client stakeholders
Monitor influencer-posted content for performance, engagement, and audience sentiment
Compile influencer content and performance metrics for inclusion in client reporting
Nurture ongoing creator relationships through regular check-ins, feedback, and communication
Assist Social Media Manager with content calendar planning by flagging trending topics, cultural moments, and engagement opportunities
Contribute ideas for community-focused content including Q&As, polls, user spotlights, and interactive posts
Monitor social media trends, viral content formats, and platform features to identify opportunities for client participation
Capture screenshots, metrics, and examples of high-performing content for inspiration and benchmarking
Support content production by organizing assets, tracking approvals, and coordinating posting schedules
Test new platform features and engagement tools to provide recommendations for client strategies
Maintain detailed documentation of community management protocols, response templates, and brand voice guidelines for each client
Track community metrics including response times, engagement rates, sentiment trends, and resolution outcomes
Organize and maintain influencer databases, outreach tracking sheets, and partnership documentation
Update community management tools, social listening platforms, and scheduling software with client-specific configurations
Participate in team meetings, training sessions, and client calls as needed to stay aligned on strategy and priorities
Support Social Media Manager with monthly reporting by compiling community engagement data and sentiment insights

Requirements

1-3 years of experience in social media management, community management, customer service, or digital marketing (internships and relevant academic experience welcome)
Strong understanding of major social media platforms including Facebook, Instagram, LinkedIn, TikTok, YouTube, and X (Twitter)
Exceptional written communication skills with ability to adapt tone and voice to match different brand personalities
Genuine empathy and customer service orientation with ability to handle inquiries, complaints, and feedback professionally
Strong attention to detail and proofreading skills to ensure error-free, on-brand communications
Organizational skills with ability to manage multiple client accounts, conversations, and tasks simultaneously
Familiarity with social media management tools (Hootsuite, Sprout Social, Later, Buffer) or willingness to learn quickly
Basic understanding of social media analytics and metrics (engagement rate, reach, impressions, sentiment)
Comfort working in a fast-paced environment with shifting priorities and high-volume engagement
Self-motivated and proactive with ability to take initiative and work independently
Positive attitude and collaborative mindset with eagerness to learn and grow
Proficiency with Google Suite (Docs, Sheets, Slides) or Microsoft Office

Nice to have

Experience with influencer marketing, creator partnerships, or brand ambassador programs
Familiarity with influencer discovery platforms (AspireIQ, Upfluence, CreatorIQ, or similar)
Understanding of FTC disclosure requirements and influencer marketing compliance
Knowledge of online reputation management and review platforms
Experience with social listening tools (Brandwatch, Mention, Sprout Social)
Background in customer service, hospitality, or client-facing roles
Interest in content creation, photography, or videography
Familiarity with AI-powered tools for content creation or community management
Understanding of basic graphic design tools (Canva, Adobe Express)
Active personal social media presence demonstrating platform knowledge and engagement skills
Bachelor's degree in Marketing, Communications, Public Relations, English, or related field (preferred but not required)

What we offer

Health, dental, and vision insurance
401K after one year of employment
2 Weeks (80 Hrs) Paid Time Off [Additional 40Hrs at 3 Years]
3 Sick/Mental Health Days
8 Hours Volunteer Time
Additional PTO at holiday and management discretion
Paid parental leave
Professional development opportunities
Leadership training opportunities and career advancement pathways
A collaborative, creative, and ambitious team environment

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