Role Overview The Community Manager is responsible for representing the client’s brand voice across social media platforms and fostering positive, meaningful engagement with audiences on Facebook, X, YouTube, Instagram, and LinkedIn. This role focuses on daily interaction with fans and followers, responding to inquiries, moderating discussions, escalating issues when required, and helping to build vibrant, informed, and loyal online communities.

This role is ideal for someone who loves connecting with people online, understands the nuances of social media and customer service, has excellent attention to detail and can represent a brand with professionalism, warmth, and credibility every day.

Key Responsibilities Monitor brand channels daily across Facebook, X, YouTube, Instagram, and LinkedIn Respond to comments, direct messages, reviews, and mentions in a timely, professional, and on-brand manner Engage proactively with followers by liking, commenting, and participating in relevant conversations Identify opportunities to spark engagement and encourage positive community interaction Moderate discussions to ensure adherence to community guidelines and platform policies Escalate sensitive issues, complaints, or potential reputational risks to the appropriate client stakeholders Collaborate with the content and strategy teams to align responses with campaigns, announcements, and brand priorities Maintain a consistent brand tone of voice tailored to each platform and audience Track recurring questions, themes, and feedback to inform content planning and customer experience improvements Perform regular account maintenance including updating highlights, links, header images, etc. Posting content manually that is unable to be scheduled using enterprise tools Reporting on earned and owned channel conversation volume and sentiment Support crisis or issues management by following established response protocols Stay current with platform updates, trends, and best practices in community management

Required Skills/Experience 2+ years of experience interacting with social media communities on behalf of brand(s) 2+ years of experience handling sensitive conversations and responding to customer issues and concerns In-depth knowledge and ability to operate social media platforms including Facebook, Instagram, X, LinkedIn, LinkedIn, TikTok and YouTube Experience with an enterprise-level social media management tool such as Sprout Social, Brandwatch, Khoros, Sprinklr, etc. Client service mindset and experience working directly with clients Cultural awareness and inclusivity Exceptional written communication skills with the ability to adapt tone for different platforms and audiences Exceptional attention to detail is imperative to this role. The Community Manager must consistently demonstrate accuracy, ensuring that every public interaction reflects the client’s standards and values. This includes: Carefully reviewing responses for accuracy in spelling, grammar, tone and brand information before publishing Distinguishing messages and comments and applying correct tags for detailed measurement and reporting purposes Following platform and escalation protocols precisely Recognizing nuances in audience sentiment to provide thoughtful, appropriate engagement Desire to provide excellent customer service through digital channels Calm and professional under pressure Strong interpersonal skills to consult and collaborate with colleagues and client Bilingual communication skills (French/English) are an asset Knowledge of or interest in the automotive industry would be beneficial, but not required

Working Relationships Reports to: Client Social Media Lead and agency Digital Vice President Works closely with client stakeholders, brand marketing leads, customer service teams, digital directors and consultants

Work Arrangement Hybrid: 1-2 days per week at client’s office in Markham, 1 day per week at Media Profile office Some evening and weekend monitoring may be required on occasion

Salary Range: $55,000 - $60,000

What We Offer Media Profile, a certified Great Place to Work® and Living Wage Employer is an agency committed to work-life balance. We have several programs in place to help employees achieve this, for example, we offer a “Work Away Benefit” whereby we give up to $3,000 to each employee to travel and work anywhere in the world for up to one month. In addition, all employees are eligible for annual profit sharing on top of competitive salaries; a Health and Wellness allowance for fitness classes, gym memberships, or spa treatments; mental health days and extended mental health benefits; flexible working hours, early close Fridays, and the option to work a four-day week; professional development budget; and regular in-house training sessions on topics such as DEI, financial literacy, and leadership.