- Client Management
- Damansara Malaysia
Dedicated Community Manager
“Orator, influencer, “penghulu”. You are not only a megaphone, you are also the “house speaker”. An organization is nothing without its tribe or community, and the role of a CM is to bridge the gap in between.”
“Strategy is an informed opinion about how to win.” ~Mark Pollard
Strategy, in the broadest sense, is nothing but a list of right things to do. The how, what, and why. The primary role of the C27 Strategy Team is to identify unmet needs, goals, opportunities, and challenges of all departments and aspects of the client’s business. The team will then create and oversee the execution of a plan through specific initiatives to meet the objectives of the strategy. To enable cross-functional teams to develop and evolve ideas that bring together brand goals, retailer objectives, and consumer needs. Through a deep understanding of behavioural psychology, consumer behaviour, effective insights, and a result-oriented approach, a digital strategist’s fundamental role is to develop a plan that connects the brand to the online consumer or user.
Key traits – urgency, empathetic, adaptivity, insightfulness, result oriented, intelligent, analytical, curious, resourceful, team player, articulate.
Disclaimer: This position is open… Just not urgent
We are not rushing to fill this spot, but we see potential when it shows up. Drop your application, and we will connect if you make the shortlist.
Requirements
- Min 1 years of serving community management functions in an organization or equivalent.
- Portfolio composition of T3&T2 majority portfolio OR >RM180k portfolio value.
- Intermediate level of competency.
Certification in relevant subject matter (channel management, analytics, social media, digital strategy, digital engagement).
PRIMARY ROLES & RESPONSIBILITIES
Community & Outlet Monitoring
- Daily Social Engagement (Mon–Sun): Monitor and respond promptly to direct messages, comments, and inquiries across social media platforms (FB, IG & TikTok) within a flexible 3–4 hour daily window.
- Multi-Outlet Reputation Management (Mon–Sun): Monitor, track, and analyze Google Reviews across 70+ retail outlets to ensure brand reputation and customer sentiment remain high.
- Escalation & Resolution: Flag critical complaints, crisis triggers, or store-level operational issues to senior team members and client stakeholders immediately.
- Website Touchpoints: Check and monitor incoming inquiries on the brand website to ensure no customer touchpoint is missed.
Reporting & Analytics Excellence
- Daily Reporting (Mon–Fri): Compile and submit concise daily social activity summaries and sentiment highlights during weekdays.
- Monthly Performance Reporting: Prepare and submit comprehensive monthly sentiment, community breakdown, and review analysis reports prior to the 7th of every month.
- Data-Driven Feedback: Translate daily chatter and outlet review trends into actionable insights for the Strategy and Creative teams to guide future content.
Internal Initiatives
- To work closely with others to execute & drive internal special projects as initiated by the CEO.
- To work together with social lead to consistently improve social workflow/platforms/systems for higher productivity and efficiency.
Other Responsibilities
General Responsibilities
- Collaborate with others – Encourage discourse and critical thinking in collaborations with others.
- Ensure effective interdepartmental collaboration.
- To adhere to superior’s directions, instructions, & recommendations.
- To ensure all works produced are of high quality with little to no errors.
- To ensure all projects are submitted promptly, with precise contents and in a clean format.
Responsibilities towards the Company
To be responsible for the safekeeping and general usage of the Company’s assets in employee possession and the usage of Company facilities provided.
To be dressed presentably and to maintain professionalism during client meetings.
To uphold C27’s brand image at all times, during working hours and non-working hours, in-office grounds or out of office grounds.
Miscellaneous Responsibilities
- You constantly observe C27’s culture and practices, working to uplift the Company’s good name.
Purpose