Community Manager

Who Are We?

T&P, part of WPP, is the world’s only truly full-service independent agency network, combining the energy and agility of a partner-owned business with the scale and strength of our alliance with WPP and WPP Media.

We believe in The Power of &, bringing diverse talent together to transform the way great brands are built. Our teams blend creative, media, experience and technology specialists from across our marketing practices. The performance mindset of these teams optimizes to business outcomes in every channel, fueled by the latest innovations in AI.

Ultimately of course, we are our people. They’re the most important part of our business, so we want to make a lasting impression on them in the same way they do on us, by striving to become the most important place in their careers.

That’s why we do our best to build strong communities around them; provide the best possible opportunities for them to develop & grow; and empower them to make a difference to their clients and the world at large. Our strengths often lie in our differences, so we challenge and champion each other and our clients, to be the very best we can be.

Overview:

As a Community Manager, you will be a pivotal member of our social media team, responsible for fostering meaningful engagement and maintaining a healthy relationship with our brand's social media communities. This role requires a proactive, community-driven individual who can actively listen to our audience, respond to feedback, and identify trends that align with the brand’s voice and goals. You will serve as the first line of defense for potential reputational concerns, acting as a “firefighter” when needed, requiring constant vigilance and the ability to leverage social listening tools to monitor sentiment and drive actionable insights. You are the caretaker, nurturing the community and building relationships with its members. This is a high-impact role that requires strong communication, quick thinking, and a deep understanding of online community dynamics.

Your Role:

In collaboration with your reporting manager and broader account teams, you will be responsible for managing and nurturing our social media communities. You will serve as the primary voice for the brand on social channels, responding to comments, questions, and customer inquiries with a clear understanding of our brand's Tone of Voice (ToV). A critical component of your role will be to proactively listen and monitor for potential reputational risks, flagging concerns as they emerge. You will implement and manage social media and community-focused communication campaigns, partnering with creative teams to produce dynamic, engaging content (text, image, and video) that resonates with our community, and layering in social-first insights. You will also be responsible for monitoring, tracking, and reporting community engagement metrics, providing insights to guide future initiatives.

Key responsibilities also include:

• Owning reactive opportunities & community outreach.

• Owning content calendar management.

• Owning publishing across all accounts.

• Flagging high-risk and opportunistic CM moments.

• Being actively present in the comment section.

Ultimately, your job is to ensure outstanding community engagement and brand reputation by working closely with internal disciplines (Creative, Strategy, Account Management) and leveraging social listening and engagement tools (e.g., Pulsar, Sprinklr). You will also play a vital role in building and nurturing relationships with key community stakeholders and staying on top of emerging social media platforms and digital technology trends.

Role Expectations:

Community Engagement & Brand Voice:

• What this means in practice: Act as the primary voice for the brand on social channels, responding to comments, questions, and customer inquiries with a clear understanding of our brand's Tone of Voice (ToV). Proactively engage with the community to foster positive interactions, build brand loyalty, and nurture relationships. Own reactive opportunities and community outreach.

Reputation Management & Risk Mitigation:

• What this means in practice: Listen and monitor for potential reputational risks and flag concerns as they emerge, ensuring timely internal communication and appropriate response strategies. Serve as the first line of defense for brand reputation in the social sphere, acting