Social Media Community Manager

Job description

Serve as the active voice and engagement driver for Ameriabank across all social media platforms, sub-brand profiles, and online communities. Reporting directly to the Social Media & Owned Channels Practice Lead, you will foster positive digital relationships, manage daily audience conversations, maintain brand sentiment, and ensure prompt resolution of customer inquiries through structured response workflows.

Job responsibilities

• Community Engagement: Monitor and engage in real-time discussions, comments, and direct messages across main brand channels, sub-brands, and community hubs, adhering strictly to established brand tone of voice, communication guidelines, and messaging frameworks.
• Community Development: Support the implementation of community development initiatives, including interactive formats, engagement programs, community activations, and initiatives designed to attract, retain, and deepen relationships with priority audiences. Monitor community growth and engagement and provide recommendations for improving community health and participation.
• Issue Resolution & Escalation: Identify customer inquiries or service issues, apply established community governance standards, and coordinate with internal product teams, service quality assurance, and PR for swift resolution using structured escalation workflows.
• Sentiment & Brand Health Tracking: Track daily online sentiment, brand mentions, and audience feedback, flagging potential public relations risks or crisis triggers early to team leads.
• Feedback Loop: Gather qualitative insights, recurring customer pain points, and emerging community trends to inform the SMM Specialists and creative teams for future content planning.
• Content Publishing & Scheduling: Oversee the final staging, uploading, and publishing of approved visual and copy assets across all main brand channels, sub-brands, communities, and blog according to the established content calendar.
• Interactive Initiatives: Assist in executing interactive community initiatives, live Q&A sessions, contests, and user-generated content campaigns to increase brand loyalty and participation.

Required qualifications

• 2+ years of experience in social media community management, digital customer service, or public-facing digital communications (financial sector experience is a plus).
• Exceptional written communication skills with strong empathy, professional judgment, and quick problem-solving instincts.
• Familiarity with social media management software, community monitoring, and social listening tools (e.g., Meta Business Suite, Sprout Social).
• High attention to detail with zero tolerance for typographical or formatting errors on live channels.
• Ability to stay composed, empathetic, and diplomatic during high-volume periods or sensitive customer interactions.
• Excellent copywriting and language skills, with strong command of grammar, style, tone, and nuance; the ability to write clear, engaging, and brand-consistent content is a must.
• Fluency in Armenian, English and Russian.