Build, Scale & Operate Leading DTC Brands alongside A-Players
Maneuver Marketing
Our Vision, Mission & Success are fuelled by our commitment to be a driving force of positive change to the health of everyday consumers, providing conscious, high-quality & innovative supplement products.
In just 5 years, we kicked off our own DTC Health & Wellness brand from scratch and scaled it to USD$150M+ in annual sales, serving more than 3,000,000 customers worldwide with an average of 4,000 daily orders across 9 SKUs.
These results caught the attention of The Financial Times, as they ranked us among APAC top High-Growth Companies in 2023, and in 2024, we've been awareded 2nd place on the E50, jointly organised by The Business Times and KPMG in Singapore. This is just the beginning of our journey though, and you could be part of the next stage of our growth!
Your Next Role
As the Social Media Engagement Lead, you will report to the Senior Customer Service Manager and play a pivotal role in developing and enhancing audience engagement, satisfaction, and loyalty.
You will lead social media moderation teams, oversee strategic initiatives to improve engagement, and protect the brand’s reputation on social platforms. Working cross-functionally, you will collaborate with Product, Marketing, Creative, and Supply Chain teams to ensure a seamless and impactful customer experience.
Key Responsibilities
Social Media Moderation Leadership
- Develop and maintain engagement guidelines, response templates, and moderation policies.
- Monitor brand sentiment and guide the moderation team in fostering a brand-driven environment.
- Strategize responses to audience feedback, ensuring alignment with brand values.
- Establish crisis protocols to address issues such as PR challenges or guideline violations.
Audience Engagement
- Actively engage with audiences by responding to and promoting audience comments and submitted content.
- Implement strategies to grow audience interaction and align narratives with marketing campaigns.
- Encourage audience interaction to foster brand engagement and a sense of community.
Customer Support
- Address escalated customer complaints and issues on social platforms.
- Enable and ensure moderators provide accurate product and policy information to audiences.
Analytics and Reporting
- Use social listening tools to monitor and report on sentiment and engagement trends.
- Generate actionable insights through regular reporting to refine engagement strategies.
Cross-Functional Collaboration
- Partner with marketing, product development, and other teams to address systemic challenges and improve user experiences.
- Collect, analyze and share feedback from the audience to enhance products and engagement strategies.
Indirect Team Management
- Lead and support social media moderators, offering guidance, feedback, and performance evaluations.
- Assign tasks, ensure team coverage, and deliver training programs to maintain high standards.
How You’ll Succeed
Maneuver is an OKRs, KPIs, & data-driven company, we are not Mad Men (Well, not all), but Math Men. As a result, a number of metrics will constitute the basis of your performance and success within this role and the company. These may include:
- Streamline Response Processes: Establish and maintain efficient processes for addressing customer inquiries, complaints, and feedback via social media channels.
- Manage Service Performance: Set and achieve key performance indicators (KPIs) to ensure timely, high-quality responses to customer concerns, meeting and exceeding high-performance benchmarks of the industry.
- Promote Brand Goals: Foster positive interactions with customers to turn complaints and inquiries into opportunities for building brand loyalty and advocacy.
- Enhance Knowledge Sharing: Collaborate with the customer service team to ensure consistent messaging, providing them with updated FAQs, product information, and escalation protocols.
- Monitor Sentiment Trends: Regularly analyze customer sentiment and feedback from social media platforms to identify recurring issues and recommend actionable solutions.
- Develop Training Programs: Provide ongoing training for customer service representatives in social media engagement best practices to improve efficiency and professionalism.
- Implement Escalation Frameworks: Design and maintain a robust escalation process for handling high-priority or sensitive issues raised on social media platforms.
- Optimize Cross-Team Communication: Work closely with the product, marketing, and operations teams to address systemic issues highlighted through customer feedback on social media.
- Measure and Report Metrics: Track and report on customer satisfaction, resolution rates, and issue trends to identify opportunities for improving the customer experience.
- Support Crisis Management: Act as a key point of contact for managing public-facing customer service responses during crises or high-stakes situations, ensuring consistency and professionalism.
Your Experience
- At least 5y exp. in Social Media Community Management with 2 years in a leadership role, managing online communities with a focus on driving engagement, handling feedback, and maintaining brand reputation.
- Proven experience leading a social media moderation team, ideally across multiple platforms (Facebook, Instagram, TikTok).
- Experience working cross-functionally with marketing, customer service, and other internal teams to ensure social media strategies align with broader company goals.
- Successful experience training, managing, and coordinating remote teams, as your customer service and moderation work is handled externally.
- Ability to train, mentor, and motivate a team of moderators, ensuring alignment with brand guidelines and service level agreements (SLAs).
- Data oriented with experience tracking, analyzing, and reporting on engagement metrics, sentiment analysis, and content moderation accuracy to drive continuous improvement.
- Can demonstrate a creative approach to community engagement, with a strong understanding of how to create compelling and interactive responses and activities.
Desirable Traits
- A degree in Marketing, Communications, Public Relations, Journalism, or a related field is preferred.
- Social media certifications (e.g., from Facebook, Google, or HubSpot) are a plus but not mandatory.
- Experience working with premium B2C and/or D2C brands, particularly in industries like health, wellness, or beauty, to understand how to communicate effectively with different audiences.
- Familiarity with mass-market brands, understanding how to scale community engagement to broader audiences.
- Enthusiasm for social media platforms, with a keen interest in staying up-to-date on the latest trends and best practices, especially in the wellness and beauty industries.
