Community Manager

IKO North America•Mississauga, ON

5d•CA$85,000 - CA$95,000•Onsite

About The Position

The HSS Community Manager serves as the front line of brand reputation management across social media, review platforms, and online communities. This role is responsible for monitoring brand conversations, responding to customer inquiries and feedback, managing online reviews, identifying emerging reputation risks, and ensuring audiences receive timely, accurate, and professional responses. The successful candidate will work closely with Marketing, Customer Service, Sales, HR, Legal, and Operations teams to investigate issues, resolve concerns, and maintain a positive online presence across multiple HSS brands. The ideal candidate is a strong communicator, critical thinker, and problem solver who can navigate complex customer situations with professionalism while balancing brand standards, business priorities, and customer expectations.

Requirements

Proven experience in community management, customer engagement, reputation management, customer service, social listening, or social media moderation.
Strong written communication skills with exceptional attention to tone, grammar, and brand voice.
Demonstrated ability to handle difficult customer interactions, complaints, and sensitive situations with professionalism, sound judgment, and strong decision-making skills.
Strong critical thinking and problem-solving skills, with the ability to investigate issues, ask the right questions, and gather information from multiple stakeholders before responding.
Experience using social listening, community management, and reputation management platforms such as Hootsuite, Sprout Social, Meltwater, or similar tools.
Comfortable interpreting and reporting on sentiment, engagement, and reputation metrics.
Highly organized with strong attention to detail and the ability to manage multiple brands and priorities simultaneously.
Ability to work effectively with stakeholders across Marketing, Sales, Customer Service, HR, Legal, and Operations.
Ability to remain calm, professional, and solution-oriented in fast-moving or ambiguous situations.
Passionate about written communication, with a strong commitment to spelling, grammar, and brand consistency.
Bachelor's degree in Marketing, Communications, Public Relations, Business, Journalism, or a related field.
3-5 years of experience in community management, social media management, customer engagement, reputation management, public relations, customer service, or a related communications role.

Nice To Haves

Experience managing online reviews, public-facing customer communications, and reputation management programs is considered a strong asset.
Experience managing multiple brands or business units simultaneously is considered an asset.
Experience working in a B2B, manufacturing, industrial, or agency environment is considered an asset.

Responsibilities

Monitoring brand mentions, conversations, reviews, and user-generated content across social media platforms, review platforms, forums, and other digital properties.
Responding to comments, direct messages, reviews, and customer inquiries in a timely and professional manner.
Managing online reputation across platforms such as Google Business Profile, Indeed, Workday, Facebook, Instagram, LinkedIn, YouTube, and other relevant review and social media channels.
Identifying potential reputation risks, customer service issues, and emerging trends, escalating them to the appropriate internal stakeholders when necessary.
Exercising sound judgment when determining whether issues can be resolved directly or require escalation to Customer Service, Sales, HR, Legal, Operations, or executive leadership.
Investigating customer complaints and negative reviews by partnering with internal teams to gather information and develop accurate, thoughtful responses.
Serving as the primary point of coordination between customers and internal departments to ensure issues are properly addressed and resolved.
Collaborating with Marketing, Sales, Customer Service, HR, Legal, and Operations teams to develop appropriate responses to complex or sensitive situations.
Maintaining and evolving response guidelines, escalation processes, and best practices across multiple HSS brands.
Monitoring brand sentiment and audience feedback to identify recurring themes, opportunities, and areas of concern.
Preparing monthly reporting on community management performance, including response times, sentiment trends, review activity, share of conversation, and reputation-related insights.
Utilizing community management, social listening, and reputation management tools such as Hootsuite, Sprout Social, Meltwater, or similar platforms to monitor and report on brand activity.
Collaborating closely with the Organic Social Media Manager to provide audience feedback and conversation trends that may inform future content planning.
Supporting crisis communications and reputation management initiatives when required.