Community Marketing Manager

About the role

Meraki Talent is seeking a proactive Community Marketing Manager to protect and enhance the reputation of our client’s financial services brand across online communities. The role focuses on real‑time monitoring, rapid response, and building trust with customers and industry audiences.

Key responsibilities

• Continuously monitor brand mentions on social media, review sites, forums, messaging groups and other community platforms.
• Identify, triage and act on reputation risks such as complaints, misinformation, spikes in negative sentiment or coordinated criticism.
• Lead response strategies for negative reviews, public criticism and complaints, ensuring communications are timely, professional, empathetic and compliant.
• Produce regular reputation health reports, trend analyses and recommendations using social listening tools.
• Support crisis escalation by determining when issues require public, private or internal escalation to legal, compliance or senior leadership.
• Engage with community members, moderate discussions, and publish updates, campaigns and educational content that reinforce brand trust.
• Collaborate with Marketing, Design, Product, Compliance and Customer Support to align messaging and address root‑cause issues.
• Ensure all community activities comply with relevant regulatory requirements across jurisdictions.

Required profile

• Strong analytical mindset with the ability to detect early signals of reputational risk.
• Excellent written communication skills and a calm, empathetic tone in public responses.
• Good understanding of regulatory constraints affecting financial‑service communications.
• Experience working with cross‑functional teams to coordinate brand‑safe messaging.

Required skills

• Proficiency with social listening and monitoring tools.
• Familiarity with reputation management processes.
• Knowledge of compliance and regulatory standards for financial communications.