Job Description

Position Summary

The Community & Moderation Manager is responsible for managing SG Group’s online communities and customer interactions across all social media platforms. The role ensures timely and professional responses to inquiries, comments, and complaints while maintaining the company’s brand image and delivering an exceptional customer experience.

This position serves as the bridge between Marketing, Call Center, Operations, and Clients, ensuring that all online interactions are handled professionally and converted into positive customer experiences and business opportunities.

Key Responsibilities

Community Management

• Manage and oversee all customer interactions across social media platforms.
• Build and maintain positive relationships with existing and potential clients.
• Increase customer engagement and strengthen brand loyalty.
• Monitor customer sentiment and identify opportunities for improvement.
• Encourage positive interactions within the company’s online communities.

Moderation Management

• Supervise and manage the moderation team.
• Ensure all messages, comments, reviews, and inquiries are responded to within the approved SLA.
• Monitor response quality and ensure consistency in communication.
• Escalate sensitive or high-priority cases to the relevant departments.
• Ensure compliance with company policies and communication guidelines.

Customer Experience Management

• Monitor and improve customer satisfaction across all communication channels.
• Handle escalated complaints and difficult customer situations.
• Coordinate with Branch Managers, Call Center, and Operations teams to resolve customer concerns.
• Identify recurring issues and recommend corrective actions.

Social Media & Brand Reputation

• Monitor brand reputation across all social media platforms.
• Track customer reviews, feedback, and public comments.
• Address negative feedback professionally and proactively.
• Protect and enhance the company’s online image and reputation.
• Ensure all communications align with SG Group’s brand standards and tone of voice.

Performance & Reporting

• Track daily, weekly, and monthly moderation performance.
• Monitor response times, customer satisfaction, and engagement levels.
• Prepare regular reports and performance analyses.
• Provide recommendations to improve customer experience and operational efficiency.

Team Leadership

• Train, coach, and develop Moderators and Community Executives.
• Conduct performance evaluations and quality reviews.
• Create schedules and ensure adequate team coverage.
• Foster a culture of professionalism, accountability, and continuous improvement.

Requirements

• Bachelor’s Degree in Marketing, Business Administration, Communications, or a related field.
• Minimum 3–5 years of experience in Community Management, Moderation, Customer Service, or Social Media Management.
• At least 2 years of experience in a supervisory or managerial role.
• Experience in beauty, healthcare, retail, hospitality, or service industries is preferred.