1 opening · Colombo
The Operations Manager - Community Management is responsible for overseeing the development and management of online communities for assigned brands while leading a team of community managers to deliver exceptional results. This role includes campaign planning, content creation, ensuring team alignment with project goals, managing client communications, attending client meetings, and serving as the primary point of contact for clients. The Operations Manager ensures that team members adhere to timelines, guidelines, and company policies while keeping senior management updated on project progress and performance.
Leadership and Team Management
- Lead and manage the team of community managers, ensuring alignment with project goals and client expectations.
- Possess excellent written and verbal communication skills in both Sinhala and English, with the ability to confidently manage client communications and effectively understand, monitor, and respond to online community interactions in both languages.
- Monitor team performance, providing guidance, feedback, and support to maintain high standards.
- Conduct regular team meetings to review project progress, address challenges, and ensure timelines are met.
- Ensure the team adheres to company guidelines, processes, and confidentiality policies.
Client Communication and Management
- Serve as the primary point of contact for clients, ensuring smooth communication and collaboration.
- Manage client expectations by providing regular updates on project progress and addressing inquiries promptly.
- Attend client meetings to discuss strategies, review performance, and gather feedback to refine approaches.
Campaign Planning
- Collaborate with clients and internal teams to plan and execute social media campaigns.
- Develop creative and strategic campaign ideas aligned with brand goals and target audience preferences.
- Coordinate resources and timelines to ensure successful campaign execution.
- Monitor campaign performance and adjust strategies as needed to maximize impact.
Content Creation and Oversight
- Supervise the creation of engaging and relevant content by the team for assigned brands.
- Ensure that content aligns with brand voice and is tailored for specific social media platforms and target audiences.
- Approve content calendars and oversee the timely posting of content in line with project timelines.
Community Monitoring and Engagement
- Oversee the monitoring of assigned social media groups and pages to maintain a positive and engaging community environment.
- Ensure all team members maintain detailed records of community interactions as per company standards.
- Address escalated issues or sensitive interactions within the community, providing resolution as needed.
Reporting and Insights
- Review and analyze reports generated by team members on community interactions, trends, and performance metrics.
- Share key insights and actionable recommendations with clients and internal teams to refine strategies.
- Track all relevant details, ensuring accurate documentation for reference and future planning.
Trend Analysis and Strategy Adaptation
- Stay updated on social media trends, platform updates, and emerging technologies to inform strategy.
- Guide the team to adapt content and engagement strategies based on trending topics and audience behavior.
- Evaluate the impact of local and global events on assigned brands and adjust approaches accordingly.
Management Reporting
- Keep senior management informed about project progress, team performance, and client feedback.
- Highlight potential risks or challenges and propose solutions to ensure smooth operations.
- Provide regular updates on team activities and community management performance metrics
