Community Manager at Chain Reaction in Amman, Amman, Jordan

We're looking for a proactive and detail-oriented Community Management Executive to become the voice behind one of the region's most active and engaging brands on social media.

This role goes beyond replying to comments. You'll help build meaningful conversations, strengthen relationships with online communities, identify emerging trends, and ensure every interaction reflects the brand's personality and values.

You'll work closely with social media and client servicing teams to deliver a best-in-class community experience across multiple platforms.

Key Responsibilities

• Manage daily community management across Facebook, Instagram, LinkedIn, X, YouTube, and other relevant platforms.
• Respond to comments, direct messages, reviews, and public inquiries while maintaining the brand's tone of voice.
• Prepare and deliver structured performance reporting on a weekly, monthly, quarterly, and annual basis, covering community engagement, sentiment analysis, and key trends.
• Manage the end-to-end publishing process across all social media platforms, including scheduling, quality assurance, publishing, and verifying successful deployment according to the approved content calendar.
• Ensure all published content is accurate, correctly formatted, and optimized for each platform, including captions, hashtags, mentions, links, thumbnails, accessibility requirements, and platform-specific specifications
• Escalate customer complaints, technical issues, and sensitive conversations to the appropriate stakeholders while ensuring timely follow-up.
• Monitor conversations surrounding the brand, competitors, and relevant industry topics.
• Identify opportunities for proactive engagement and meaningful participation in conversations.
• Collaborate with the social media team to align community responses with campaign messaging and content calendars.
• Coordinate with internal teams to obtain accurate information before responding to customer inquiries.
• Maintain response-time SLAs and ensure all interactions are handled professionally.
• Track recurring customer questions and provide insights that can improve future content and communication.
• Flag potential reputation risks and support crisis communication when needed.
• Stay up to date with platform updates, online culture, and social media best practices..
• Monitor published content to ensure successful delivery, resolve publishing issues, update posts when required, and optimize engagement during the initial post-publication period.
• Maintain social media hygiene by ensuring all social media profiles remain accurate, updated, and aligned with brand guidelines, including profile information, pinned content, highlights, playlists, links, and other platform assets.

Requirements - Experience in community management, social media, customer engagement, or digital communications. - Exceptional written Arabic and English communication skills. - Strong understanding of social media platforms and online behavior. - Ability to write naturally while adapting to different tones and audiences. - Excellent organizational skills with the ability to manage multiple conversations simultaneously. - Strong problem-solving skills and sound judgment when handling sensitive situations. - Comfortable working in a fast-paced environment with real-time priorities. - Experience using community management or social listening tools. - Previous experience with large consumer-facing brands is preferred.

We're Looking For Someone Who

- Understands that every interaction shapes the brand.
- Can balance empathy with professionalism.
- Notices patterns before others do.
- Thinks beyond answering questions and looks for opportunities to create positive experiences.
- Pays close attention to detail.
- Stays calm under pressure.
- Enjoys working collaboratively across multiple teams.
- Has a genuine interest in digital culture and online communities.

Why Join This Account?

You'll work on one of the region's most dynamic social media accounts. One that combines multiple pillars into a fast-moving content ecosystem.

This role offers the opportunity to make a real impact on how a leading regional brand connects with its audience, while working alongside a multidisciplinary team of strategists, and digital specialists

Joining our team ensures that your opinions matter, providing you with a platform to express yourself. You will experience continuous growth, and learning opportunities, and be empowered to push your limits. We are dedicated to fostering a positive environment that prioritizes your well-being and health. Collaborate with a strong and supportive team that is committed to motivating you both in your personal and professional journey.