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Community Engagement & Page Management

• Manage comments and direct messages using approved brand tone and response guidelines.
• Maintain page administration, moderation, and publishing support, following agreed approval processes.
• Monitor conversations, handle routine enquiries, and maintain records of issues and follow-up actions.

Response Guidelines & Issue Escalation

• Develop and update FAQs, response templates, and messaging guidelines with the relevant teams.
• Escalate customer complaints, sensitive issues, and potential reputation risks promptly through agreed channels.
• Coordinate with account teams to obtain accurate information and approved responses, and track unresolved issues.
• Maintain organised page records and handover notes, and flag access issues or operational delays early.
• Check assigned responses and published content for accuracy and adherence to brand guidelines.

Reporting & Audience Insights

• Prepare accurate monthly, ad hoc, competitor, and post-performance reports with clear findings and recommendations.
• Identify recurring questions, audience sentiment, community trends, and opportunities to improve engagement.
• Share relevant community feedback with strategy, content, creative, and account teams to inform future work.
• Work closely with content, creative, and account teams to maintain consistent communication across client channels.

Growth Opportunities

• Support digital analytics and build a foundation in paid media and campaign reporting.
• Assist with social listening and audience insight analysis, developing towards a Digital Specialist or Insights & Analytics role through training and experience.

Collaboration & Agency Culture

• Work closely and professionally with colleagues across departments and partner teams.
• Maintain reliable attendance, punctuality, and availability for office work, client meetings, productions, and other scheduled agency commitments.
• Support a collaborative, accountable, and positive agency culture.

• Experience managing social communities, comments, direct messages, moderation, and page administration.
• Clear written communication skills and the ability to follow brand tone and approved response guidelines.
• Familiarity with social platform tools, performance reporting, and basic audience analysis.
• Sound judgement when handling complaints and sensitive conversations; organised, responsive, and detail-oriented.
• Based in Yangon, Myanmar.