Community Manager (Executive)

WHO WE ARE:

We are RAPP – world leaders in activating growth with precision and empathy at scale.

As a global, next-generation precision marketing agency we leverage data, creativity, technology, and empathy to foster client growth. We champion individuality in the marketing solutions we create, and in our workplace. We fight for solutions that adapt to the individual’s needs, beliefs, behaviors, and aspirations.

We foster an inclusive workplace that emphasizes personal well-being.

HOW WE DO IT:

At RAPP, our fearless superconnectors help to create value from personal brand experiences by focusing on three key areas: connected data, connected content and connected decisioning.
Our data analysts identify who that person is, our strategists understand what they want, and our award-winning technologists and creatives know how to deliver it – ensuring we’re able to activate authentic customer connections for our clients.
Part of Omnicom’s Precision Marketing Group, RAPP is comprised of 2,000+ creatives, technologists, strategists, and data and marketing scientists across 15+ global markets.

YOUR ROLE:

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.

YOUR 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.