The Challenge
P&G needs a community leader to manage daily engagement across Meta, TikTok, YouTube, and Reddit for three iconic brands. You'll be the frontline voice protecting brand reputation while translating consumer insights into actionable feedback for cross-functional teams.
Your Mission
Establish consistent daily response protocols and brand voice guidelines across all four platforms, achieving 95%+ response rate within 2 hours
Map community sentiment themes and create triage playbook for escalating crisis/high-risk issues to PR, legal, and customer care teams
Conduct audit of existing community guidelines and modernize response frameworks based on platform best practices and brand protection needs
Build relationships with brand, marketing, eCommerce, and customer care stakeholders through weekly sync meetings
Develop and implement monthly consumer insights report identifying trending questions, sentiment shifts, and product feedback themes
Reduce average resolution time for complex consumer issues by 30% through optimized escalation workflows
Launch social commerce engagement strategy tied to promotional calendars and product launches across all three brands
Create and train team on updated community management playbooks, ensuring consistent execution across brands
KPIs You'll Own
Response Rate & Time
Track % of comments/messages responded to and average time-to-first-response across all platforms by brand
Sentiment Score
Monitor community sentiment trends monthly to identify emerging issues and brand health indicators
Escalation Volume & Resolution Time
Measure high-risk issue volume, escalation accuracy, and time-to-resolution across cross-functional partners
Engagement & Community Growth
Track followers, engagement rate, and community growth rate monthly across Meta, TikTok, YouTube, Reddit
Insight Implementation
Measure how many community insights were acted upon by product, marketing, or CX teams quarterly
Tools & Stack
Your Team
Your Manager
Not specified in posting
Current Team
Centralized in-house community team stewarding three brands
New hire to lead this function
The Package
Salary
$85K-$120K
Variable
Bonus (amount not specified)
Remote
On-site only at Boston GO & Tech Center
Benefits & Perks
Company Intelligence
Procter & Gamble is a multinational consumer goods corporation managing multiple iconic brands. This centralized community management function protects brand reputation and builds consumer trust across a portfolio of large-scale CPG brands.
Customers
Mass consumer market across multiple CPG categories
Is This Role For You?
- You've managed communities at scale for consumer brands on Meta, TikTok, and YouTube—and you have real data to back it up
- You thrive as the calm, empathetic voice during high-pressure moments and can navigate brand reputation issues with judgment and discretion
- You want to own tangible outcomes: response rates, sentiment scores, escalation resolution—not just engagement vanity metrics
- You see community feedback as strategic goldmine, not busywork, and have experience translating insights into product/marketing action
- You need remote flexibility—this is on-site only in Boston with no flexibility mentioned
- You're looking for a purely tactical role; this requires strategic cross-functional partnership with brand, legal, PR, and product teams
- You lack hands-on, recent community management experience on modern platforms (TikTok, Reddit) or avoid high-visibility brand work
Interview Process
Initial screening
Conversation with recruiter about community management background and brand experience
Case study / portfolio review
Likely review of past community management examples, response handling, and sentiment management cases
Manager interview
Deep dive on strategy, cross-functional collaboration, and how you'd handle crisis/escalation scenarios
Panel or stakeholder interviews
Potential conversations with PR, brand, or customer care teams to assess collaboration fit
Interested in this role?
Apply now and hear back within days, not weeks.
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