About this role
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.
ROLE REQUIREMENTS
- 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.
QUALITIES AND EXPERIENCE
- 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.
- Bonus: Knowledge of the culinary, architecture, or interior design industries.
- Strong attention to detail is a must.
Explore our extensive range of benefits here.
We believe great work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach including required in-office days. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.
AKQA is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
About WPP
WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.
About AKQA
CORE VALUES Our founding values guide our work and the philosophy of our firm: Innovation – pioneering ideas combined with the application of technology, to achieve lasting improvements in performance for our clients. Service – outstanding service to our clients and colleagues, so we retain exceptional people and create trust-based relationships with clients. Quality – adhere to the highest professional standards and superior quality. Thought – recommending the best solutions through the most rigorous thinking process. TEAMWORK AKQA provides the highest quality ideas and innovation services to clients around the world. Our consistent track-record of results achieved for clients have set our firm apart. Through our focus on our core values, thought-leadership, rigorous delivery, and industry initiatives, AKQA is today one of the world’s most influential companies. Our goal is to become a high-performance environment where the most talented people flourish. With our perfectionist approach, people join AKQA for the opportunity to do the best work of their careers. We create digital products, services and immersive experiences that are useful, usable, delightful and enjoyed by milli...
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