Community Manager

Main mission

RAPP MENA is seeking a Community Manager (Executive) to support day-to-day community management and social customer support across multiple social platforms for a large enterprise account. The role is responsible for managing high-volume brand interactions, supporting always-on and campaign activity, and delivering timely, on-brand responses aligned with agreed SLAs, governance, and client standards. This role requires bilingual communication skills (Arabic & English) and the ability to operate within a structured, SLA-driven environment.

Key responsibilities

• Manage daily community engagement and social customer support across assigned platforms
• Respond to comments, direct messages, and customer queries in line with agreed SLAs, tone of voice, and escalation protocols
• Moderate conversations, identify risks, complaints, or sensitive issues, and escalate where required
• Support always-on social activity and campaign launches with timely, real-time engagement
• Coordinate with internal social, content, and account teams to resolve customer issues
• Track recurring questions, sentiment, and emerging community trends, sharing insights with relevant teams
• Follow defined governance processes, approval workflows, and platform best practices
• Ensure consistent quality, accuracy, and responsiveness across all community interactions REQUIRED SKILLS:
• 1–3 years’ experience in community management, social media, or social customer support roles
• Experience supporting enterprise or high-volume accounts
• Strong understanding of major social platforms and customer engagement best practices
• Written communication skills (Arabic required; English essential )
• Comfortable managing customer-facing interactions in a structured, process-driven environment
• Organized, reliable, and able to work independently within defined SLAs and workflows
• Hands-on experience using community management, moderation, or social support tools (e.g.
• Sprinklr, Sprout Social, Emplify, or similar platforms)
• Ability to adapt quickly to new tools and reporting workflows used by the agency or client Our Hybrid Work Model: RAPP's current hybrid model is designed to enable in-person connections and collaboration that is core to our culture, while also supporting flexibility for all employees.
• As such, we have the option to work from home two days per week, if we'd like.
• NOTE — This job description is not intended to be all-inclusive.
• Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.