Community Engagement Manager
Department: Marketing
Employment Type: Full Time
Location: Pure Offices, Leeds
Compensation: GBP 30,000 - GBP 35,000 / year
Description
About the team:
At Vintage Cash Cow, our Marketing and Customer Service teams are dedicated to building meaningful relationships with customers across the UK. We provide a personal, responsive and positive experience in every interaction. Our collaborative team operates with creativity, independence and data-driven insight to enhance our brand reputation and online presence. We're committed to community engagement, reputation management and maintaining a high-quality, consistent presence across all platforms.
About the role:
As our Community Engagement Manager, you'll be the voice of Vintage Cash Cow across our digital platforms, helping shape how the brand is perceived and experienced by our UK audience. This includes managing customer interactions across social media channels, engaging with online reviews, and feeding valuable insights into our wider marketing strategy.
We're seeking a community and customer experience specialist who combines empathy and responsiveness with sharp strategic thinking. You'll have a proven track record in managing online communities and delivering exceptional customer service that builds trust, loyalty, and brand advocacy.
At Vintage Cash Cow, we are committed to fostering an inclusive environment where everyone feels heard, valued, respected and empowered to bring their authentic self to work. We believe that diversity drives innovation, creativity and success.
We welcome applicants from all backgrounds, perspectives and experiences, and we strive to create equitable opportunities for all. Together, we're building a culture that celebrates individuality and champions equity at every level of our organisation.
If you're excited about this role, but don't tick every box, we still encourage you to apply. Your unique skills and experiences might be just what we're looking for now or in the future.
If you need adjustments or accommodations during the hiring process, please reach out to us and we will do our best to support you.
Department: Marketing
Employment Type: Full Time
Location: Pure Offices, Leeds
Compensation: GBP 30,000 - GBP 35,000 / year
Description
About the team:
At Vintage Cash Cow, our Marketing and Customer Service teams are dedicated to building meaningful relationships with customers across the UK. We provide a personal, responsive and positive experience in every interaction. Our collaborative team operates with creativity, independence and data-driven insight to enhance our brand reputation and online presence. We're committed to community engagement, reputation management and maintaining a high-quality, consistent presence across all platforms.
About the role:
As our Community Engagement Manager, you'll be the voice of Vintage Cash Cow across our digital platforms, helping shape how the brand is perceived and experienced by our UK audience. This includes managing customer interactions across social media channels, engaging with online reviews, and feeding valuable insights into our wider marketing strategy.
We're seeking a community and customer experience specialist who combines empathy and responsiveness with sharp strategic thinking. You'll have a proven track record in managing online communities and delivering exceptional customer service that builds trust, loyalty, and brand advocacy.
- Immerse yourself in our brand voice, customer care tone, campaign themes, and internal workflows.
- Get familiar with our social scheduling, listening, and analytics tools (e.g. Meta Business Suite, Sprout Social).
- Learn to monitor and engage across Facebook, Instagram, TikTok, YouTube, and review sites like Trustpilot.
- Begin identifying and connecting with relevant influencers and brand advocates.
- Manage day-to-day interactions across social media and review platforms, ensuring consistent brand voice and tone.
- Foster a sense of connection and advocacy among our audience, encouraging feedback and positive sharing.
- Respond promptly to comments, DMs, and brand mentions; escalate complex or sensitive issues as needed.
- Moderate conversations and foster a positive, respectful environment that builds trust and loyalty.
- Actively participate in conversations, encourage user-generated content, and promote advocacy.
- Serve as a first point of contact for queries on social platforms.
- Escalate complex or sensitive issues to internal teams, ensuring thorough follow-up and resolution.
- Track and categorise complaints and queries to identify trends and process improvements.
- Identify and engage with influencers who align with our values to support campaigns and grow brand visibility.
- Co-create engaging content with influencers and ensure it aligns with brand tone and campaign objectives.
- Work closely with the social and content teams to develop reactive and proactive engagement strategies.
- Translate common community questions into useful content (e.g., FAQs, tutorials, campaigns).
- Track and report on sentiment, engagement trends, competitor activity, and emerging content formats.
- Use community feedback and listening tools to surface campaign opportunities and improve customer experience.
- Share insights regularly to inform cross-team strategy, highlight recurring issues, and suggest content ideas (e.g. FAQs, tutorials).
- Collaborate with content creators to amplify campaigns through engaging, co-produced content.
- Help build a positive, respectful environment by moderating conversations and guiding community tone.
- Proactively spark conversations and connections with our audience to build brand trust, loyalty and encourage brand advocacy.
- Collaborate with social and content teams on ideas that foster interaction, grow our community, and reinforce long-term brand trust.
- Produce detailed reports that help improve customer satisfaction, content relevance, and community growth.
- Manage daily interactions across social and review platforms, ensuring a consistent and engaging brand voice.
- Respond to comments, DMs, and mentions promptly, escalating issues where needed.
- Help build a positive, respectful environment by moderating conversations and guiding community tone.
- Proactively engage with influencers and creators who align with our values to amplify campaigns and strengthen brand loyalty.
- Collaborate with social and content teams on ideas that foster interaction, grow our community, and reinforce long-term brand trust.
- Track community sentiment, trends, and engagement to inform content and strategy.
- Share regular insights that help shape campaigns and improve customer experience.
- Use feedback to spot new opportunities, support cross-team collaboration, and escalate emerging issues or recurring themes.
- 2-3+ years of experience in community management, social media or customer service roles.
- Excellent communication skills, with the ability to maintain a clear, friendly, and professional tone in all written interactions.
- Familiarity with social media platforms such as Meta Business Suite, and review platforms such as Trustpilot.
- A customer-first attitude, with the ability to turn negative experiences into positive ones through empathy and problem-solving.
- Experience in content creation, with a basic understanding of brand messaging and audience targeting.
- Proficiency in CRM tools, social media management tools, and analytics dashboards.
- Strong writing and editing skills, with attention to detail and consistency in tone, grammar, and brand voice.
- Proactive mindset with the ability to handle challenges calmly and efficiently.
- Eagerness to learn and stay up-to-date with social media trends and best practices.
At Vintage Cash Cow, we are committed to fostering an inclusive environment where everyone feels heard, valued, respected and empowered to bring their authentic self to work. We believe that diversity drives innovation, creativity and success.
We welcome applicants from all backgrounds, perspectives and experiences, and we strive to create equitable opportunities for all. Together, we're building a culture that celebrates individuality and champions equity at every level of our organisation.
If you're excited about this role, but don't tick every box, we still encourage you to apply. Your unique skills and experiences might be just what we're looking for now or in the future.
If you need adjustments or accommodations during the hiring process, please reach out to us and we will do our best to support you.