Consumer Experience Community Engagement Manager

We are looking for an energetic and creative C ommunity Engagement M anager to drive talkability and brand love across our well-loved brands : Quaker Oats , Sunbites and SnackaJacks . Familiar with a fast-paced digital environment, you’ll be adept at working alongside a Consumer Experience (CX) t eam and managing multiple stakeholders including Marketing, e xternal a gencies, Legal , and Corporate Communications to deliver meaningful engagements with fans . Your people skills will mean you easily build your network to understand key brand campaigns and identify opportunities to amplify the brand voice in the community . Using your knowledge of social media channels and social listening you’ll instinctively engage with conversations which hit key brand pillars with a unique and authentic brand tone of voice to drive loyalty, advocacy and sales.

You’ll be responsible for building, nurturing, and moderating our online communit ies , driving meaningful engagement, and acting as the voice of the brand while representing the voice of our community internally.

This includes:

• Build ing , growing , and maintain ing a healthy and engaged communit y. This is achieved through i nitiat ing and manag ing conversations across community platforms (Instagram, Tiktok , Facebook and X)with the brand tone of voice .
• Partnering with Brand Digital Leads, external creative agencies and the UK CX Digital Team to deliver engaging content informed by the community and e nsur ing messaging aligns with brand values and guidelines
• Actively monitor and engage with emerging online culture and social media trends (e.g. TikTok, Instagram Reels and meme cycles ) identifying opportunities for the brand to participate authentically and at pace.
• Moderate discussions and enforce community guidelines . Handle sensitive issues, and escalations professionally
• Keep governance top of mind, and i dentify and manage risk or reputational issues
• Act as the voice of the community internally wherever you are in the business. Gather feedback, sentiment, and insights from community interactions and s hare learnings with relevant teams to provide actionable insights to the business (marketing, CX, insights and R&D )
• Utilizing social media analytics tools to track and report on key performance indicators (KPIs) for New Product Developments (NPDs), Promotions and Campaigns.
• Developing initiatives to encourage user-generated content and community participation
• Identify opportunities to improve engagement and retention and t rack community performance and report on KPIs .

• Digitally Capable: Proven work experience as a community manager with an agency or brand and up to date with digital technology and social media trends.
• Brand Focused: Experience launching community initiatives ( e.g. building an online forum, launching an ambassador program, building community groups on relevant platforms).
• Clear Communicator: A strong verbal and written communicator who delivers creative copy. Can adapt style and tone to fit the audience and deliver presentations with confidence.
• Managing Risk: Experience in pushing boundaries whilst balancing risk to business and brand reputation
• Analytically Minded: Able to monitor and report on feedback across key social platforms for New Product Developments and campaigns .  Experience of using analytical and reporting tools for social media to create insightful and relevant reports highlighting key issues and trends specific to key stakeholder needs.
• Data Protection: Understands the regulations concerning the processing of personal data and ensures UK CX Social Media activities are always in full compliance.
• Creative Thinker: Able to organi s e and participate in events to build brand community, boost awareness and long-term consumer engagement. Capable of rapid, effective content creation to drive opportunities for engagement.

Education

• Bachelor’s degree or equivalent experience required

Differentiating Competencies Required:

• Highly Resilient: Able to operate effectively during periods of adverse circumstances and challenging situations.
• D&I Focused: Fosters a culture of diversity and inclusion.
• Team Player: Able to work in a fast-paced environment and develop strong cross-functional relationships.
• Self-Starter : Comfortable working independently, including out of hours , and confident in taking the lead on projects. Seeks clarity on outcomes rather than day to day tasks and proactively manages their own workload.
• Multi-tasker: Ability to work on multiple projects at the same time and prioritise tasks effectively.
• Flexibility: Ability to adapt working hours/days and location on occasion to meet business needs .