Community Manager
Meraki Talent is looking for a sharp, proactive Community Manager to shape how our client’s business is perceived, discussed, and trusted across online communities where their customers and industry audiences engage.
This is not primarily a content role. As Community Manager you will act as an early-warning system, rapid responder, and reputation steward monitoring what is being said about the business in real time across social media, review platforms, industry forums, and community spaces, and taking decisive action to protect, defend, and strengthen brand trust.
Monitor brand reputation continuously across social media, review platforms, online communities, forums, messaging groups, and industry discussion spaces where customers discuss financial products and services
Lead response strategies for complaints, negative reviews, and public criticism, ensuring communication is timely, professional, empathetic, and compliant
Track brand sentiment over time using social listening tools and produce regular reputation health reports, trend analysis, and recommendations
Support crisis escalation protocols by identifying when issues should be addressed publicly, privately, or escalated internally to legal, compliance, or senior leadership
Respond to misinformation or inaccurate claims in a factual, measured, and brand-safe manner
Maintain structured records of complaints, recurring concerns, and reputation trends, sharing insights with Product, Customer Support, Marketing, and other internal teams to address root causes
Manage day-to-day activity across relevant social and community platforms, including community engagement channels and messaging platforms
Respond to comments, messages, and customer questions in line with brand voice, communication standards, and regulatory requirements
Moderate discussions to maintain a positive, professional, and brand-safe environment
Create, schedule, and publish engaging content including updates, campaigns, educational material, and trust-building communications
Support product launches, campaigns, webinars, and promotional activity through community engagement
Collaborate closely with Marketing, Design, Product, Compliance, and Customer Support teams to ensure aligned messaging
Ensure all community activity, public responses, promotions, and campaigns adhere to relevant regulatory requirements and compliant communication standards across jurisdictions
Leverage AI and automation tools for social listening, scheduling, moderation, reporting, and workflow efficiency
As Community Manager you understand that in regulated financial services, trust matters and that difficult conversations, complaints, or negative feedback are opportunities to reinforce professionalism and credibility. Previous experience in Community Management, social media, or Reputation Management within a regulated or high-scrutiny industry (financial services, fintech, insurance, payments, or similar preferred)
Demonstrable experience managing online reputation, including complaints handling, reviews, and public-facing brand issues or crises
Strong understanding of how trust and reputation are built online, and the ability to respond quickly and effectively under pressure
Excellent written communication skills in English, with the ability to adapt tone for both professional and community audiences
Familiarity with social listening, moderation, and reputation management tools
Working knowledge of compliance and regulated communications, with an understanding of what can and cannot be communicated in regulated environments
Familiarity with AI tools for content creation, workflow efficiency, automation, and research
Knowledge of financial markets, investing, financial products, or customer-facing financial services is advantageous