Digital Community Manager Job at Simba Group

Simba Group which started operations in 1988, is a conglomerate having a Pan-Nigeria presence and business interests in some ofthe most dynamic sectors in the economy. The Group is a dominant player in the transportation, powerand IT-enabled service sectors, which are critical to the sustained growth of the Nigerian Economy. The corporate vision of the Group is to provide innovative and quality products along with excellent after-sales service to our customers. The activities of the Group are guided by strong value systems built around Integrity, Innovation, Openness and Consistency.

We are recruiting to fill the position below:

Job Position: Digital Community Manager
Job Location: Ikeja, Lagos
Employment Type: Full-time

Role Overview

• The Community Manager is responsible for building, managing, and nurturing the company’s online and digital communities.
• This role is the human face of the brand. It ensures that customers, prospects, and followers feel heard, supported, and positively connected to the brand across all community touchpoints.
• The role goes beyond posting content. It requires active engagement, thoughtful moderation, issue resolution, insight gathering, and protecting the brand’s reputation in real time.
• The Community Manager works closely with Marketing, PR, Customer Service, and Product teams to ensure consistent messaging and meaningful engagement.

Key Responsibilities
Community Engagement & Relationship Building:

• Actively engage with followers across social media platforms, forums, and other community channels.
• Respond promptly and professionally to comments, messages, mentions, and inquiries.
• Build strong, long-term relationships with community members through consistent interaction and value-driven conversations.
• Foster a sense of belonging and trust within the community.

Brand Representation & Voice Management;

• Serve as a brand ambassador across all community platforms.
• Maintain a consistent, professional, and authentic brand voice in all interactions.
• Ensure all communications align with brand values, tone, and messaging guidelines.
• Support brand campaigns by amplifying key messages through community engagement.

Content Moderation:

• Monitor conversations across platforms to ensure compliance with community guidelines.
• Moderate comments and discussions to maintain a safe, respectful, and inclusive environment.
• Remove or address inappropriate, harmful, or misleading content in line with company policy.
• Manage spam and prevent abuse within community spaces.

Customer Support & Issue Escalation:

• Address customer questions, concerns, and complaints raised within the community.
• Provide accurate information or guide users to the appropriate resources.
• Escalate complex or sensitive issues to the relevant internal teams such as Customer Support, PR, or Operations.
• Track recurring issues and flag trends that may require management attention.

Feedback & Insight Gathering;

• Collect community feedback, sentiments, and recurring themes from daily interactions.
• Share insights with Marketing, PR, Product, and Management teams to inform decision-making.
• Act as the voice of the customer by highlighting expectations, concerns, and opportunities for improvement.

Community Growth & Engagement Strategy;

• Grow the community organically through meaningful interactions and engagement initiatives.
• Support campaigns and initiatives aimed at increasing reach, engagement, and loyalty.
• Identify and nurture brand advocates and active community contributors.
• Collaborate with content and marketing teams to improve engagement strategies.

Crisis & Reputation Management:

• Monitor for negative sentiment, complaints, or sensitive conversations that could impact brand reputation.
• Respond calmly, professionally, and appropriately to negative comments or crises.
• Work closely with PR and Management to manage sensitive situations effectively.
• Help protect and strengthen the company’s public image during challenging moments.

Reporting & Performance Tracking:

• Track key community metrics such as engagement levels, sentiment, response times, and growth.
• Prepare regular reports on community performance and insights.
• Evaluate what is working and recommend improvements to engagement strategies.

Success in This Role Looks Like

• An engaged, growing, and positive online community
• Consistent and professional brand representation
• Quick, thoughtful responses to community interactions
• Valuable insights shared with internal teams
• Strong protection and enhancement of brand reputation.

Key Requirements

• Bachelor’s degree in Marketing, Communications, Public Relations, or a related field.
• Proven experience as a Community Manager, Social Media Manager, or similar role.
• Strong written communication skills with the ability to adapt tone and voice.
• Good judgment, emotional intelligence, and conflict management skills.
• Ability to multitask and manage high volumes of interactions calmly and professionally.
• Familiarity with social media platforms, community tools, and analytics.

Key Competencies:

• Excellent communication and interpersonal skills
• Brand awareness and attention to detail
• Customer-centric mindset
• Problem-solving and sound judgment
• Emotional resilience and professionalism
• Strong organizational and reporting skills.