Social & Community Manager

Social & Community Manager

Department: Marketing

Employment Type: Full Time

Location: Manchester

Description

We are looking for a highly ambitious Social & Community Manager to lead strategy and growth across all social media channels, while building and managing a team of best-in-class social marketers. This role will act as the brand's voice globally, nurturing our community across all platforms to deliver the REFY experience at every touchpoint.

The Social & Community Manager will be responsible for driving growth and engagement across key platforms, identifying new opportunities within the evolving social landscape, and ensuring our approach remains aligned with REFY's brand ethos. Acting as a key link between our audience and internal teams, this role will ensure customer insights are consistently fed back into the business to evolve our understanding of the REFY community.

Working closely with the brand, creative and customer teams, they will elevate the digital experience and strengthen how our audience connects with REFY.

KEY RESPONSIBILITIES Social Strategy & Planning

• Own and develop REFY's Organic Social Media strategy to drive growth and engagement across existing and emerging platforms that align with wider marketing and business objectives
• Set clear and ambitious KPI's and deliver regular reporting (weekly, monthly, quarterly) with actionable insights
• Partner with the Brand team on key REFY calendar moments and product launches to map out strategy across all platforms
• Plan and deliver a social and community calendar of events and social activations (digital and physical) to maintain engagement beyond campaign periods (including REFY tester and in-house focus groups with our Product Development Team)

Content Creation & Direction

• Lead social content direction in collaboration with Creative and Brand teams to ensure all output is platform relevant and community first
• Identify future trends and pitch these into the wider creative and brand teams to ensure we remain leaders within the social media landscape
• Brief and manage content production across internal teams and external partners (photographers, videographers, content creators)
• Own copywriting across social channels, ensuring a consistent tone of voice
• Establish clear feedback loops with Creative to optimise content based on performance insights
• Collaborate with Influencer and PR teams to ensure creator content is aligned with brand and platform needs

People & Management

• Build, manage and develop a high-performing social team, ensuring clear ownership across platforms
• Mentor and support team members across content, reporting and best practices
• Oversee team workflows to ensure efficient delivery and prioritisation

Community & Customer Insight

• Oversee community management across all platforms, ensuring a consistent and elevated brand voice
• Monitor sentiment and identify opportunities to proactively engage and strengthen the community
• Partner with Customer Care teams to ensure alignment in tone of voice and customer experience
• Translate community feedback and trends into actionable insight for internal teams

Analytics & Reporting

• Own performance tracking across all social channels, focusing on growth, engagement and content effectiveness
• Use data and insights to continuously refine strategy and content direction