Community Management Specialist

Community Management Specialist

Entry-Level to Junior Position

ABOUT US

321 is a creative marketing agency using strategic data to create the kinds of meaningful moments that connect, inspire, and engage. We thrive on collaboration, agility, and heart — and we're powered by teammates who focus on what matters, bring proactive solutions to the table, and take full ownership of their work. We believe great work starts with great people, and we're looking for one more to join the team.

ABOUT THE ROLE

As a Community Management Specialist at 321, you will be the voice of our clients across social media platforms, building meaningful connections with audiences through authentic engagement, responsive community management, and strategic creator partnerships. This entry-level to junior position focuses on the daily management of social media communities, influencer outreach and relationship building, and fostering brand loyalty through thoughtful, timely interactions.

You'll monitor social media channels across multiple client accounts, respond to comments and messages, engage with followers, manage online reputation, and identify opportunities to amplify user-generated content and brand advocacy. You'll also support influencer marketing initiatives by researching creators, facilitating outreach, managing partnerships, and coordinating content collaborations.

This role sits at the intersection of customer service, brand building, relationship management, and content creation. You'll bring strong communication skills, genuine empathy, social media savvy, and the ability to represent diverse brand voices authentically. As part of an AI-first organization, you'll leverage intelligent tools to scale community engagement, streamline influencer discovery, and deliver exceptional brand experiences across all touchpoints.

This is an ideal role for someone passionate about social media, skilled at building relationships, and eager to learn the fundamentals of community management and influencer marketing while contributing to client success from day one.

WHAT YOU'LL DO

Daily Community Management & Engagement

• Monitor social media channels daily across multiple client accounts (Facebook, Instagram, LinkedIn, TikTok, YouTube, X) for comments, mentions, messages, and engagement opportunities
• Respond promptly and authentically to audience comments, questions, and direct messages on behalf of clients, maintaining brand voice and tone
• Engage proactively with followers by liking, commenting on, and sharing relevant user-generated content that aligns with brand values
• Foster positive community sentiment by building genuine connections with audience members and creating a welcoming brand presence
• Manage community interactions according to client-specific guidelines, escalation protocols, and brand voice documents
• Track response times and maintain high standards for timely, helpful, and on-brand community engagement
• Identify and flag urgent or sensitive comments requiring immediate attention or escalation to Client Success teams
• Communicate with followers in a manner that builds brand loyalty, encourages repeat engagement, and creates positive brand associations

Online Reputation & Sentiment Monitoring

• Monitor brand mentions, tags, and conversations across social platforms and the broader internet to track sentiment and identify engagement opportunities
• Track and respond to online reviews on Facebook, Google, Yelp, and other review platforms in coordination with client preferences
• Produce weekly sentiment reports outlining social media and review sentiment with week-over-week and month-over-month tracking and comparisons
• Identify patterns in audience feedback, questions, and concerns to inform content strategy and client communications
• Alert clients and internal teams to potential reputation issues, negative sentiment trends, or crisis situations requiring immediate response
• Celebrate positive feedback and user testimonials by amplifying them across social channels (with appropriate permissions)
• Monitor competitor social media activity and community engagement approaches to identify opportunities and best practices

User-Generated Content & Brand Advocacy

• Identify high-quality user-generated content (photos, videos, testimonials, reviews) that can be amplified across client social channels
• Request permissions and coordinate proper attribution when featuring customer content
• Engage with brand advocates, loyal customers, and frequent engagers to nurture ongoing relationships and encourage continued advocacy
• Identify opportunities for customers to participate in campaigns, contests, testimonials, or case study features
• Track and organize user-generated content in shared asset libraries for potential repurposing
• Support the development of community-building initiatives including contests, challenges, Q&A sessions, and interactive content

Influencer & Creator Research and Outreach

• Research and identify relevant influencers, content creators, brand ambassadors, and micro-influencers aligned with client brand values and target audiences
• Build databases of potential creator partners organized by niche, audience size, engagement rate, platform, and content style
• Analyze creator profiles to assess authenticity, audience demographics, content quality, and brand fit
• Monitor trending creators and emerging voices within client industries and target markets
• Conduct initial outreach to creators via email, direct messages, or creator platforms to gauge interest in partnerships
• Maintain organized tracking systems for outreach status, responses, and partnership opportunities
• Leverage AI-powered tools for creator discovery, audience analysis, and outreach efficiency

Influencer Partnership Facilitation & Coordination

• Serve as the day-to-day point of contact for influencer and creator partnerships once established
• Coordinate content briefs, campaign timelines, deliverable requirements, and brand guidelines with creators
• Track influencer content calendars, posting schedules, and deliverable deadlines
• Review creator content drafts for brand alignment, messaging accuracy, and disclosure compliance (FTC guidelines)
• Facilitate approval processes between creators and client stakeholders
• Monitor influencer-posted content for performance, engagement, and audience sentiment
• Compile influencer content and performance metrics for inclusion in client reporting
• Nurture ongoing creator relationships through regular check-ins, feedback, and communication

Content Support & Collaboration

• Assist Social Media Manager with content calendar planning by flagging trending topics, cultural moments, and engagement opportunities
• Contribute ideas for community-focused content including Q&As, polls, user spotlights, and interactive posts
• Monitor social media trends, viral content formats, and platform features to identify opportunities for client participation
• Capture screenshots, metrics, and examples of high-performing content for inspiration and benchmarking
• Support content production by organizing assets, tracking approvals, and coordinating posting schedules
• Test new platform features and engagement tools to provide recommendations for client strategies

Administrative Support & Documentation

• Maintain detailed documentation of community management protocols, response templates, and brand voice guidelines for each client
• Track community metrics including response times, engagement rates, sentiment trends, and resolution outcomes
• Organize and maintain influencer databases, outreach tracking sheets, and partnership documentation
• Update community management tools, social listening platforms, and scheduling software with client-specific configurations
• Participate in team meetings, training sessions, and client calls as needed to stay aligned on strategy and priorities
• Support Social Media Manager with monthly reporting by compiling community engagement data and sentiment insights

WHAT YOU HAVE

Required Experience & Qualifications

• 1-3 years of experience in social media management, community management, customer service, or digital marketing (internships and relevant academic experience welcome)
• Strong understanding of major social media platforms including Facebook, Instagram, LinkedIn, TikTok, YouTube, and X (Twitter)
• Exceptional written communication skills with ability to adapt tone and voice to match different brand personalities
• Genuine empathy and customer service orientation with ability to handle inquiries, complaints, and feedback professionally
• Strong attention to detail and proofreading skills to ensure error-free, on-brand communications
• Organizational skills with ability to manage multiple client accounts, conversations, and tasks simultaneously
• Familiarity with social media management tools (Hootsuite, Sprout Social, Later, Buffer) or willingness to learn quickly
• Basic understanding of social media analytics and metrics (engagement rate, reach, impressions, sentiment)
• Comfort working in a fast-paced environment with shifting priorities and high-volume engagement
• Self-motivated and proactive with ability to take initiative and work independently
• Positive attitude and collaborative mindset with eagerness to learn and grow
• Proficiency with Google Suite (Docs, Sheets, Slides) or Microsoft Office

Nice to Haves

• Experience with influencer marketing, creator partnerships, or brand ambassador programs
• Familiarity with influencer discovery platforms (AspireIQ, Upfluence, CreatorIQ, or similar)
• Understanding of FTC disclosure requirements and influencer marketing compliance
• Knowledge of online reputation management and review platforms
• Experience with social listening tools (Brandwatch, Mention, Sprout Social)
• Background in customer service, hospitality, or client-facing roles
• Interest in content creation, photography, or videography
• Familiarity with AI-powered tools for content creation or community management
• Understanding of basic graphic design tools (Canva, Adobe Express)
• Active personal social media presence demonstrating platform knowledge and engagement skills
• Bachelor's degree in Marketing, Communications, Public Relations, English, or related field (preferred but not required)

Essential Skills & Attributes

• Excellent communicator: Clear, professional, and empathetic in all written interactions
• Brand voice chameleon: Ability to seamlessly switch between different client brand voices and tones
• Emotionally intelligent: Skilled at reading tone, managing sensitive situations, and de-escalating conflicts
• Detail-oriented: Catches typos, maintains accuracy, and ensures brand consistency
• Highly organized: Manages multiple conversations, accounts, and priorities without dropping details
• Proactive problem-solver: Anticipates needs, identifies opportunities, and takes initiative
• Genuinely curious: Stays current on social media trends, creator culture, and platform updates
• Relationship builder: Naturally connects with people and builds authentic, lasting relationships
• Adaptable: Comfortable with change, learning new tools, and adjusting to evolving priorities
• Reliable: Meets deadlines, follows through on commitments, and maintains consistent quality
• Team player: Collaborates effectively with Social Media Managers, Creative team, and Client Success
• Positive and professional: Represents client brands with enthusiasm, warmth, and professionalism

REPORTING STRUCTURE

This position reports to the Director of Social Media & Content.

This position collaborates closely with Social Media Managers, Creative team, and Client Success team.

COMPENSATION

Hourly and negotiable