Junior Community Manager

Who We Are

VML, part of WPP, is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy's. The agency is recognized by the Forrester Wave™ Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML’s specialist health network, VML Health, is one of the world’s largest and most awarded health agencies. VML’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.

About WPP

WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com.

MC Program and Social Command Center:

VML Marketing Coordinator Program is a large global community of approx. 400 employees sitting at the intersection of Microsoft Marketing and agencies teams.

We coordinate campaigns across Microsoft internal stakeholders, VML global Service Delivery Hub teams, and third-party agencies. Campaigns generate sales leads Microsoft then scores and processes according to their sales strategy.

Regional Social Command Center (RSCC) is an expertise group within the MC Program responsible for coordinating and executing marketing tasks for social campaigns and programs. The RSCC consists of four groups that further specializes in specific social media disciplines:

• Listening and Performance

• Paid Social

• Content and Tools

• Community Engagement

Purpose of the job:

The Marketing Coordinator – Community Engagement & Social Triage supports the daily operations of Microsoft’s social media ecosystem by helping manage inbound social interactions, ensuring accurate message routing, and supporting timely audience engagement across social platforms.

The role combines community engagement responsibilities with structured social triage operations, ensuring that inbound messages, comments, and conversations are correctly classified, prioritized, and routed to the appropriate teams for action.

This position plays an important role in maintaining an efficient social media workflow by supporting moderation activities, assisting with content engagement, and contributing to a structured triage process that improves visibility into audience interactions and potential issues.

Responsibilities:

• Social Triage & Message Routing

• Monitor inbound comments, mentions, and private messages across RSCC-managed social channels.

• Review incoming messages and classify them using predefined tagging and categorization structures.

• Route messages to the appropriate teams (community engagement, customer support, listening & performance, or internal stakeholders) based on message type.

• Support the prioritization of inbound interactions, ensuring urgent issues or sensitive topics are flagged quickly.

• Identify potential crisis signals, spikes in negative sentiment, or emerging issues and escalate them to the appropriate teams for further review.

• Ensure inbound messages are correctly categorized to support reporting, analysis, and insights generation.

• Assist in maintaining message hygiene by identifying spam, bot activity, or harmful interactions.

• Community Engagement Support

• Respond to comments and messages on RSCC-managed social channels following approved engagement guidelines.

• Ensure responses are aligned with brand tone, platform best practices, and compliance requirements.

• Support ongoing conversations with audiences to maintain a professional and engaging presence across social platforms.

• Escalate complex inquiries or support requests to the relevant teams when required.

• Operations & Workflow Coordination

• Support the daily operations of the social engagement workflow by ensuring messages are processed, tagged, and routed efficiently.

• Collaborate with internal teams to ensure inbound messages reach the correct stakeholders in a timely manner.

• Assist in maintaining structured processes for social triage and engagement workflows.

• Help ensure consistency in tagging structures and message classification across social channels.

• Insights & Reporting Support

• Support the collection and organization of triage data to contribute to reporting and insights generation.

• Assist Listening & Performance teams by ensuring inbound messages are accurately categorized for analysis.

• Contribute to identifying recurring audience questions, emerging trends, or conversation patterns.

• Support the preparation of dashboards or reports related to social interactions when required.

• Social Operations Support

• Assist with content publishing coordination where required, including scheduling content through Sprinklr.

• Ensure correct tagging and metadata are applied to scheduled posts to support reporting and performance tracking.

• Support internal coordination with Content, Paid Social, and Listening teams to maintain alignment across social activities.

Required skills & competencies:

• Interest or background in social media platforms (LinkedIn, Facebook, Instagram, YouTube, X, blogs, etc.)

• Ideally 1–2 years experience in social media operations, moderation, community management, or digital marketing support roles

• Understanding of social media moderation and message handling workflows

• Familiarity with social media management tools such as Sprinklr or similar platforms

• Strong attention to detail, particularly when reviewing and categorizing inbound messages

• Ability to identify potential issues or sensitive conversations and escalate them appropriately

• Basic understanding of social media metrics, tagging structures, and reporting workflows

• Strong organizational and time management skills

• Ability to work across multiple teams and coordinate with various stakeholders

• Comfort working in fast-paced digital environments with high message volumes

• Fluent English required; additional languages are a plus

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

VML is a WPP agency (NYSE: WPP). For more information, please visit  www.vml.com, and follow along on Instagram, LinkedIn, and X.

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