ABOUT UNILEVER

With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people – we believe that when our people work with purpose, we will create a better business and a better world. At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don’t believe in the ‘one size fits all’ approach and instead we will equip you with the tools you need to shape your own future.

JOB PURPOSE

The Community Management Specialist is responsible for being the "live" voice and ears of the brand across social communities.

The Community Management Specialist will be in conversations and engagement with audiences and manage owned channels and brand social presence, acting as the primary point of contact for the online community.

WHAT WILL YOUR MAIN RESPONSIBILITIES BE

Develop and execute a community engagement strategy that aligns with the brand's overall marketing objectives, fostering a positive and active online community.

Manage the brand's owned channels, including daily monitoring, content posting, community moderation, and responding to comments and messages promptly and effectively.

Be the 'voice' of the brand online, embodying the brand's Tone of Voice and building strong engagement with communities across social media platforms using our owned channels.

Be the ‘ears’ of the brand through qualitative listening of comments on brand content, community content and competitor brand content – building a strong understanding of the communities we engage with, including sources of brand authority.

Proactively identify and engage with key online communities relevant to the brand.

Conduct analysis of social media conversations, identifying trends, sentiment, and opportunities to improve brand messaging and content.

Champion user-generated content (UGC), identifying and elevating authentic content that resonates with the brand and its community. Work closely with the Content Lead and Influencer & PR Lead to share community insights and inform content and campaign strategies.

Manage brand reputation within the online community, addressing customer enquiries and concerns with empathy and professionalism, escalating issues as needed.

WHAT YOU WILL NEED TO SUCCEED

Experiences & Qualifications

Community Management Experience: Proven experience directly managing online communities, ideally for brands or in the beauty industry. This could include:

Growing and engaging social media audiences

Creating and executing community engagement strategies

Moderating online discussions and managing conflicts

Tracking and analysing community metrics

Content Creation Experience - Copywriting: Demonstrating the ability to create engaging written content for social media, or other online platforms.

Customer Service Experience: Experience interacting with customers, addressing enquiries, and resolving issues in a professional and empathetic manner.

Experience with Beauty Brands: Working directly with beauty brands, retailers, or agencies is a significant advantage.

Skills

Core Community Engagement & Management:

Online Community Building: Demonstrated ability to cultivate a positive, engaged online community around a brand; including understanding platform dynamics and fostering authentic interactions.

Social Media Expertise: In-depth knowledge of relevant platforms (Instagram, TikTok, YouTube, etc.); including best practices, content formats, and audience nuances.

Community Moderation: Skillfully moderating discussions, addressing conflicts, and maintaining a safe, inclusive environment. This requires strong judgement and sensitivity to diverse perspectives, together with a deep understanding of brand tone, brand language and brand POV on key topics.

Relationship Building: Building and nurturing relationships with community members, influencers, and internal stakeholders. Excellent communication (written & verbal), active listening are crucial and being the brand’s heartbeat in the community.

Community Insights & Analysis: Analysing community data, identifying trends, and extracting actionable insights to inform brand strategy and content. • Proactive Engagement: Taking initiative to spark conversations, run interactive activities (polls, Q&As, contests), fostering a sense of community beyond simply reacting to comments. Beauty Industry Expertise:

Passion for Beauty: A demonstrable passion for the beauty landscape, its products, keeping up with trends, innovations, and key players, reflecting a genuine enthusiasm for the field.

Beauty Product Knowledge: Strong understanding of beauty products, trends, ingredients, and industry terminology across makeup, skincare, haircare, etc.

Trend Awareness: Staying ahead of beauty trends, new product launches, viral challenges, and influencer activity to keep the community engaged and relevant.

Community Sensitivity: Understanding the importance of inclusivity in beauty, representing diverse skin tones/hair types, and navigating sensitive topics (e.g., cultural appropriation) with care, deep clarity and empathy for brand tone and POV.

Competitive Awareness: Keeping up with competitor activity and best practices in the beauty space to identify opportunities and stay ahead of the curve.

Content & Communication:

Copywriting & Tone of Voice: Excellent written communication skills, adapting brand voice and tone for different platforms and audiences. Content Creation (preferred): Experience creating engaging social media content (text, images, videos) tailored to beauty audiences.

Storytelling (preferred): Crafting compelling narratives that resonate with the target audience/social cohort and foster community engagement. Customer Service & Brand Advocacy:

Empathy & Responsiveness: Responding to customer inquiries and concerns with empathy, understanding, and professionalism. This includes addressing product questions and handling feedback (positive and negative); always on Brand (tone & POV).

Conflict Resolution: Experience handling difficult conversations and resolving customer issues effectively, de-escalating situations, and finding mutually agreeable solutions.

Brand Advocacy: Genuine passion for the brand and the ability to authentically represent and advocate for it within the online community; including promoting positive brand sentiment and addressing concerns constructively; understanding brand superiority and points of uniqueness.

Leadership

You are energized by delivering fantastic results. You are an example to others – both your results and your resilience. You are constantly on the lookout for better ways to do things, engaging and collaborating with others along the way.

As an individual you are the one responsible for your own wellbeing and delivering high standards of work. You must also focus on the Consumer and what they need. You are humble and have your head up, looking around to interpret evidence and data smartly, spot issues and opportunities to make things better.

Critical SOL (Standards of Leadership) Behaviors

PASSION FOR HIGH PERFORMANCE: We are hungry to win together, prioritise ruthlessly and own the outcome.

PERSONAL MASTERY: We bring our best, whatever the challenge.

TALENT CATALYST: We inspire people to grow, with support and honesty.

CONSUMER & CUSTOMER LOVE: We delight our consumers and serve our customers better than anyone else.

PURPOSEFUL IMPACT: We care deeply about delivering positive impact for business, people and planet.

AGILITY: We are curious, courageous and adaptable to change.

Unilever is an equal opportunities employer and committed to diversity and inclusivity in the workplace.  We are intentional in employing the best talent that reflects the demographics of our country and which will help build representation of currently under-represented groups. We therefore invite applications from all candidates representing diversity of age, sex, disability, sexual orientation, race, religion or belief. When appointing potential candidates, the South African Employment Equity and Broad Based Black Economic Empowerment Legislation will be considered.  

We are required by law to verify your ability to work lawfully in South Africa. If you are applying as a foreign national, please note that you may be requested to provide supporting documents supporting this. 

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.