Community Manager

Company Overview

Digitas is a networked experience agency focused on creating compelling brand experiences that help brands earn a place in people’s lives and online networks. Its work blends creative thinking, media, data, strategy, technology, and social marketing to deliver measurable outcomes. The agency operates globally with more than 5,500 people across 65+ offices in 43 countries and is known for a culture that values bold, inventive, and generous people.

Role Summary

The Community Manager role sits at the point where social media, customer experience, culture, and brand engagement meet. The position is centered on building real relationships between brands and audiences through genuine conversations, timely responses, strong social care, and thoughtful community stewardship.

The Cape Town team is seeking a digitally fluent, culturally aware, and highly engaged community specialist who understands that this work goes beyond replying to comments. The role also involves safeguarding brand reputation, finding opportunities for engagement, recognizing cultural moments, identifying audience insights, and helping brands participate meaningfully in online communities.

This position involves working across community management, social care, moderation, social listening, trend tracking, reporting, and real-time engagement. You will collaborate with Social Media Managers, Strategists, Creatives, Analysts, and Client Service teams while juggling multiple communities and platforms in a fast-moving environment.

Responsibilities

• Handle daily engagement across client social channels.
• Reply to comments, direct messages, mentions, and customer questions using the approved brand tone and voice.
• Provide high-quality social care and customer support across assigned accounts.
• Escalate complaints, issues, and potential risks through the correct internal process.
• Moderate online communities so discussions remain safe, relevant, and consistent with platform and brand rules.
• Track audience sentiment and surface emerging trends, risks, and conversation opportunities.
• Take part in real-time engagement tied to relevant cultural moments and trending topics.
• Feed community observations and audience insights into planning and strategy discussions.
• Contribute to weekly, monthly, and campaign-level reporting.
• Monitor competitor activity and identify ways to strengthen each brand’s community presence.
• Support campaign launches through active participation and engagement.
• Work with internal teams to ensure community activity supports wider campaign goals.
• Keep interactions accurate, timely, and detail-focused.
• Use AI tools and other new technologies responsibly to improve efficiency and reporting where useful.

Requirements

• At least 3 years of experience in community management, social media management, or a similar role.
• Agency background is preferred.
• Strong working knowledge of Instagram, Facebook, TikTok, LinkedIn, X, Threads, and newer platforms.
• Excellent writing and copywriting ability.
• Experience managing communities for consumer-facing brands.
• Good grasp of social media best practices, audience engagement, and platform behavior.
• Experience managing customer questions, complaints, and escalation workflows.
• Familiarity with social media and community management tools.
• Strong organisation and time management skills.
• Ability to spot audience trends, cultural moments, and engagement opportunities.
• Comfort working with community performance data and reporting outputs.
• Exposure to FMCG, beauty, lifestyle, or retail brands is an advantage.
• Experience using generative AI tools such as ChatGPT, Gemini, Claude, or Perplexity is beneficial.
• Comfortable working in fast-paced settings and managing several communities at once.

Perks

• Opportunity to work in a collaborative, energetic environment within a global network.
• Exposure to prominent local and international brands.
• Involvement in integrated work across creative, social, media, data, and technology.
• Access to training and development opportunities.
• Part of a culture that values boldness, curiosity, openness, and practical problem-solving.

Additional Information

The ideal candidate is a team player who can also work independently, stays proactive and solution-oriented, communicates clearly, remains curious about people and digital culture, and is organised, adaptable, calm under pressure, positive, energetic, customer-focused, and genuinely passionate about social media and online communities.

The company describes its broader culture as connected and full-service, with modern creative, media, data, and technology capabilities under one roof. Team members are expected to be approachable, supportive, solution-driven, ethical, and courageous in their work.

This employer is committed to equal opportunity, diversity, inclusion, and employment equity. Hiring decisions will be based on qualifications, experience, and overall fit, with preference given to candidates from designated groups in line with the company’s employment equity plan. Applicants should submit a concise CV. Only shortlisted candidates will be contacted, and if there is no response within two weeks after application, the application should be considered unsuccessful.

The role is based in Cape Town, Western Cape, South Africa.