Studio 88 is seeking a motivated and experienced Community Manager to join our Marketing Team. The successful candidate will be responsible for building, engaging, and managing online and offline brand communities across the Studio 88 Group of Companies’ Chains.

This role plays a key part in customer engagement, reputation management, and responding to customer queries across digital platforms, ensuring all interactions are aligned with each Chain’s brand voice and values. The Community Manager will contribute to strengthening brand loyalty, enhancing customer experience, and supporting campaign and crisis communication efforts.

Ideal Candidate Profile:
The ideal candidate is a highly organised, customer-focused professional with a passion for brand engagement and reputation management in a fast-paced retail environment. They are confident managing multiple brands simultaneously, able to work under pressure, and communicate with clarity, empathy, and professionalism across all digital touchpoints.

Key Responsibilities:
Social Media & Community Engagement

Manage and monitor multiple Brand and Chain social media accounts using platforms such as AgoraPulse or similar tools.
Proactively engage with audiences, participate in conversations, and respond to comments, messages, and mentions across social platforms.
Ensure a consistent, professional, and brand-aligned tone of voice across all community interactions.

Customer Interaction & Support

Respond timeously to customer queries and feedback across social media platforms, LinkedIn, HelloPeter, and Google Reviews (GMB).
Address customer concerns effectively while maintaining a positive brand experience.
Identify recurring issues or trends in customer feedback and escalate appropriately to relevant internal teams.

Reputation & Crisis Management

Monitor the online reputation of the Studio 88 Group of Companies’ Chains.
Flag potential PR risks, negative sentiment, or crisis-related issues to senior stakeholders.
Support crisis communication by ensuring accurate, timely, and on-brand responses.

Collaboration & Internal Communication

Work closely with Marketing, Customer Service, and Regional Management teams to align community engagement with business objectives.
Share community insights and feedback to inform campaigns, communication strategies, and customer experience improvements.
Assist in developing FAQs, response templates, and engagement guidelines.

Reporting & Administration

Provide regular feedback and insights on community sentiment and engagement performance.
Maintain organised records of customer interactions, escalations, and key community issues.

Minimum Qualifications and Experience
Grade 12
Tertiary qualification in Marketing or a related field (advantageous)
1–3 years’ experience in community management, social media management, or customer engagement
Experience managing multiple social platforms and customer-facing communication channels

Systems & Tools
Microsoft Office (Word, Excel, PowerPoint)
Social media management tools (e.g. AgoraPulse or similar)
Familiarity with HelloPeter and Google My Business is advantageous

Skills Required
Excellent written communication skills
Strong interpersonal and customer service skills
Ability to remain calm and professional in high-pressure situations
Strong organisational and time management skills
High level of attention to detail and accuracy
Ability to multitask and manage multiple brands or Chains

Behavioural Competencies
Customer-centric and solutions-driven
Proactive and adaptable
Emotionally intelligent with strong judgement
Able to manage sensitive situations under pressure
Collaborative team player with a strong sense of accountability