About the Role
We are looking for an experienced Community Lead to lead Alsafy's Community Management team and oversee online community interactions across social media platforms.
The role combines team leadership, community management, customer experience, performance monitoring, and insight generation. The ideal candidate will ensure that customer interactions are timely, consistent, professional, and aligned with Alsafy's brand tone of voice, while turning community feedback and trends into actionable recommendations.
Key Responsibilities
- Lead daily community management across assigned brands and social media platforms, overseeing comments, DMs, mentions, reviews, questions, feedback, and complaints.
- Ensure all community interactions follow approved moderation standards and brand tone of voice.
- Manage and allocate Social Media Moderators across platforms and coverage schedules.
- Monitor team performance, response quality, response times, workload, and overall community coverage.
- Coach, train, and develop moderators on moderation guidelines, escalation procedures, customer communication, and community management best practices.
- Handle and escalate sensitive cases, conflicts, inappropriate content, recurring complaints, and customer issues to the relevant teams.
- Monitor customer sentiment, recurring questions, FAQs, complaints, emerging topics, and community trends.
- Prepare weekly and monthly community performance reports covering engagement, sentiment, response time, top issues, FAQs, and key observations.
- Translate community insights into actionable recommendations for Content, Branding, Marketing, and Customer Experience teams.
- Identify opportunities and risks arising from platform trends and online conversations.
- Support community-led campaigns and initiatives in collaboration with the Content and Marketing teams.
- Continuously improve moderation, communication, escalation, and customer experience processes.
Requirements
- Bachelor's degree in marketing, Communications, Media, Business Administration, or a related field.
- 5–7 years of relevant experience in Community Management, social media, Customer Experience, or Digital Marketing.
- At least 1 year of experience in a team leadership or supervisory role.
- Strong knowledge of social media platforms and community management practices.
- Strong analytical and reporting skills with the ability to turn community activity into actionable insights.
- Strong understanding of customer sentiment, online community behavior, and brand communication.
- Excellent written and verbal communication skills in both Arabic and English.
- Strong judgment and emotional intelligence when handling sensitive or challenging customer interactions.
- Proven ability to lead, coach, and develop team members.
- Certification or professional training in Social Media Management, Digital Marketing, Community Management, or Customer Experience is a plus.
What We're Looking For
A people-oriented and highly organized leader who can balance day-to-day community operations with strategic thinking, maintain high service standards, and use customer conversations to improve both brand communication and customer experience.
