Community Management Specialist

Community Management Specialist

Entry-Level to Junior Position

ABOUT US

321 is a creative marketing agency using strategic data to create the kinds of meaningful moments that connect, inspire, and engage. We thrive on collaboration, agility, and heart — and we're powered by teammates who focus on what matters, bring proactive solutions to the table, and take full ownership of their work. We believe great work starts with great people, and we're looking for one more to join the team.

ABOUT THE ROLE

As a Community Management Specialist at 321, you will be the voice of our clients across social media platforms, building meaningful connections with audiences through authentic engagement, responsive community management, and strategic creator partnerships. This entry-level to junior position focuses on the daily management of social media communities, influencer outreach and relationship building, and fostering brand loyalty through thoughtful, timely interactions.

You'll monitor social media channels across multiple client accounts, respond to comments and messages, engage with followers, manage online reputation, and identify opportunities to amplify user-generated content and brand advocacy. You'll also support influencer marketing initiatives by researching creators, facilitating outreach, managing partnerships, and coordinating content collaborations.

This role sits at the intersection of customer service, brand building, relationship management, and content creation. You'll bring strong communication skills, genuine empathy, social media savvy, and the ability to represent diverse brand voices authentically. As part of an AI-first organization, you'll leverage intelligent tools to scale community engagement, streamline influencer discovery, and deliver exceptional brand experiences across all touchpoints.

This is an ideal role for someone passionate about social media, skilled at building relationships, and eager to learn the fundamentals of community management and influencer marketing while contributing to client success from day one.

WHAT YOU'LL DO

Daily Community Management & Engagement

Monitor social media channels daily across multiple client accounts (Facebook, Instagram, LinkedIn, TikTok, YouTube, X) for comments, mentions, messages, and engagement opportunities

Respond promptly and authentically to audience comments, questions, and direct messages on behalf of clients, maintaining brand voice and tone

Engage proactively with followers by liking, commenting on, and sharing relevant user-generated content that aligns with brand values

Foster positive community sentiment by building genuine connections with audience members and creating a welcoming brand presence

Manage community interactions according to client-specific guidelines, escalation protocols, and brand voice documents

Track response times and maintain high standards for timely, helpful, and on-brand community engagement

Identify and flag urgent or sensitive comments requiring immediate attention or escalation to Client Success teams

Communicate with followers in a manner that builds brand loyalty, encourages repeat engagement, and creates positive brand associations

Online Reputation & Sentiment Monitoring

Monitor brand mentions, tags, and conversations across social platforms and the broader internet to track sentiment and identify engagement opportunities

Track and respond to online reviews on Facebook, Google, Yelp, and other review platforms in coordination with client preferences

Produce weekly sentiment reports outlining social media and review sentiment with week-over-week and month-over-month tracking and comparisons

Identify patterns in audience feedback, questions, and concerns to inform content strategy and client communications

Alert clients and internal teams to potential reputation issues, negative sentiment trends, or crisis situations requiring immediate response

Celebrate positive feedback and user testimonials by amplifying them across social channels (with appropriate permissions)

Monitor competitor social media activity and community engagement approaches to identify opportunities and best practices

User-Generated Content & Brand Advocacy

Identify high-quality user-generated content (photos, videos, testimonials, reviews) that can be amplified across client social channels

Request permissions and coordinate proper attribution when featuring customer content

Engage with brand advocates, loyal customers, and frequent engagers to nurture ongoing relationships and encourage continued advocacy

Identify opportunities for customers to participate in campaigns, contests, testimonials, or case study features

Track and organize user-generated content in shared asset libraries for potential repurposing

Support the development of community-building initiatives including contests, challenges, Q&A sessions, and interactive content

Influencer & Creator Research and Outreach

Research and identify relevant influencers, content creators, brand ambassadors, and micro-influencers aligned with client brand values and target audiences

Build databases of potential creator partners organized by niche, audience size, engagement rate, platform, and content style

Analyze creator profiles to assess authenticity, audience demographics, content quality, and brand fit

Monitor trending creators and emerging voices within client industries and target markets

Conduct initial outreach to creators via email, direct messages, or creator platforms to gauge interest in partnerships

Maintain organized tracking systems for outreach status, responses, and partnership opportunities

Leverage AI-powered tools for creator discovery, audience analysis, and outreach efficiency

Influencer Partnership Facilitation & Coordination

Serve as the day-to-day point of contact for influencer and creator partnerships once established

Coordinate content briefs, campaign timelines, deliverable requirements, and brand guidelines with creators

Track influencer content calendars, posting schedules, and deliverable deadlines

Review creator content drafts for brand alignment, messaging accuracy, and disclosure compliance (FTC guidelines)

Facilitate approval processes between creators and client stakeholders

Monitor influencer-posted content for performance, engagement, and audience sentiment

Compile influencer content and performance metrics for inclusion in client reporting

Nurture ongoing creator relationships through regular check-ins, feedback, and communication

Content Support & Collaboration

Assist Social Media Manager with content calendar planning by flagging trending topics, cultural moments, and engagement opportunities

Contribute ideas for community-focused content including Q&As, polls, user spotlights, and interactive posts

Monitor social media trends, viral content formats, and platform features to identify opportunities for client participation

Capture screenshots, metrics, and examples of high-performing content for inspiration and benchmarking

Support content production by organizing assets, tracking approvals, and coordinating posting schedules

Test new platform features and engagement tools to provide recommendations for client strategies

Administrative Support & Documentation

Maintain detailed documentation of community management protocols, response templates, and brand voice guidelines for each client

Track community metrics including response times, engagement rates, sentiment trends, and resolution outcomes

Organize and maintain influencer databases, outreach tracking sheets, and partnership documentation

Update community management tools, social listening platforms, and scheduling software with client-specific configurations

Participate in team meetings, training sessions, and client calls as needed to stay aligned on strategy and priorities

Support Social Media Manager with monthly reporting by compiling community engagement data and sentiment insights

WHAT YOU HAVE

Required Experience & Qualifications

1-3 years of experience in social media management, community management, customer service, or digital marketing (internships and relevant academic experience welcome)

Strong understanding of major social media platforms including Facebook, Instagram, LinkedIn, TikTok, YouTube, and X (Twitter)

Exceptional written communication skills with ability to adapt tone and voice to match different brand personalities

Genuine empathy and customer service orientation with ability to handle inquiries, complaints, and feedback professionally

Strong attention to detail and proofreading skills to ensure error-free, on-brand communications

Organizational skills with ability to manage multiple client accounts, conversations, and tasks simultaneously

Familiarity with social media management tools (Hootsuite, Sprout Social, Later, Buffer) or willingness to learn quickly

Basic understanding of social media analytics and metrics (engagement rate, reach, impressions, sentiment)

Comfort working in a fast-paced environment with shifting priorities and high-volume engagement

Self-motivated and proactive with ability to take initiative and work independently

Positive attitude and collaborative mindset with eagerness to learn and grow

Proficiency with Google Suite (Docs, Sheets, Slides) or Microsoft Office

Nice to Haves

Experience with influencer marketing, creator partnerships, or brand ambassador programs

Familiarity with influencer discovery platforms (AspireIQ, Upfluence, CreatorIQ, or similar)

Understanding of FTC disclosure requirements and influencer marketing compliance

Knowledge of online reputation management and review platforms

Experience with social listening tools (Brandwatch, Mention, Sprout Social)

Background in customer service, hospitality, or client-facing roles

Interest in content creation, photography, or videography

Familiarity with AI-powered tools for content creation or community management

Understanding of basic graphic design tools (Canva, Adobe Express)

Active personal social media presence demonstrating platform knowledge and engagement skills

Bachelor's degree in Marketing, Communications, Public Relations, English, or related field (preferred but not required)

Essential Skills & Attributes

Excellent communicator: Clear, professional, and empathetic in all written interactions

Brand voice chameleon: Ability to seamlessly switch between different client brand voices and tones

Emotionally intelligent: Skilled at reading tone, managing sensitive situations, and de-escalating conflicts

Detail-oriented: Catches typos, maintains accuracy, and ensures brand consistency

Highly organized: Manages multiple conversations, accounts, and priorities without dropping details

Proactive problem-solver: Anticipates needs, identifies opportunities, and takes initiative

Genuinely curious: Stays current on social media trends, creator culture, and platform updates

Relationship builder: Naturally connects with people and builds authentic, lasting relationships

Adaptable: Comfortable with change, learning new tools, and adjusting to evolving priorities

Reliable: Meets deadlines, follows through on commitments, and maintains consistent quality

Team player: Collaborates effectively with Social Media Managers, Creative team, and Client Success

Positive and professional: Represents client brands with enthusiasm, warmth, and professionalism

REPORTING STRUCTURE

This position reports to the Senior Social Media Manager and/or SVP of Strategy.

This position collaborates closely with Social Media Managers, Creative team, and Client Success team.

COMPENSATION

$40,000 - $60,000 per year (dependent on experience)

Eligible for annual performance review and growth opportunities.

321 BENEFITS

Health, dental, and vision insurance

401K after one year of employment

2 Weeks (80 Hrs) Paid Time Off [Additional 40Hrs at 3 Years]

3 Sick/Mental Health Days

8 Hours Volunteer Time

Additional PTO at holiday and management discretion

Paid parental leave

Professional development opportunities

Leadership training opportunities and career advancement pathways

A collaborative, creative, and ambitious team environment

321 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.