Community Manager Job at AKQA (Johannesburg)

Community Manager

AKQA

Location:
South Africa , Johannesburg

Category:
-

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

At AKQA (part of WPP), we believe in the imaginative application of art and science to create beautiful ideas, products and services. With an entrepreneurial and collaborative approach, we design adaptive digital services and applications that capture the imagination, delivering impressive returns for our clients. We are looking for a Community Manager to serve as the voice of a prestigious luxury appliance brand across its global social media channels. This role is centred on direct community engagement, brand reputation management, and delivering insightful audience feedback, all while upholding the highest standards of sophistication and brand integrity. You'll be based in Johannesburg and collaborating closely with the client’s European team. At AKQA you will have access to world-renowned thought leadership from influential authors, athletes, artists and entrepreneurs. You will work in an environment which fosters a meritocratic culture and encourages ownership, and you will be surrounded by some of the brightest minds in their fields.

Job Responsibility:

Monitor and respond to comments, DMs, and mentions across the brand's global Instagram and LinkedIn profiles in a timely, on-brand manner, following the client's community management guidelines and prepared response frameworks
Engage positively with tagged content, forward customer enquiries to the relevant client contacts, and manage follow-ups
All responses are in English (some incoming messages may require translation to understand context)
Flag gaps in prepared responses and liaise with the client ad-hoc on correct messaging
Identify and escalate sensitive or negative sentiment, enquiries, or complaints in accordance with established protocols to maintain a positive brand image
Track and analyse Community Management KPIs (comment volume, sentiment ratio, engagement rates) using Sprinklr, and provide actionable insights on community trends and feedback
Contribute to social-first content creation
copy, short-form video concepts, and static image narratives for Instagram and LinkedIn, and curate UGC opportunities
Ensure content quality, consistency, and clarity across all deliverables

Requirements:

Exceptional written English with the ability to adapt tone for a discerning, luxury-oriented audience
Deep fluency in Instagram and LinkedIn platforms, best practices, and community dynamics
Content creation ability (copy, short-form video, static images) tailored to platform-specific best practices
Analytical mindset, able to interpret sentiment and engagement data, and translate it into actionable insights
Experience with social media management/listening platforms
Sprinklr experience is a strong advantage
Strong attention to detail is a must