Bilingual Community Manager

Role Summary

The Bilingual Community Manager serves as the bridge between a brand and its community, fostering meaningful connections through engaging and memorable communication. Acting as a brand ambassador, this role involves managing social media interactions, strengthening brand love, and leveraging social listening tools to monitor feedback and engagement. The ideal candidate will have a strong command of English and French, experience in digital communication, and a passion for creating impactful brand experiences.

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Key Responsibilities

1. Technical Administration

• Oversee all technical and system administration aspects of the community platform.
• Collaborate with the community platform vendor to address and resolve issues related to features and functionality.
• Recommend and implement new community features based on market needs.

2. Communication Strategy

• Work with Account Management to develop and execute community promotion and engagement strategies aligned with brand goals.
• Coordinate with various departments to ensure seamless execution of integrated campaigns.
• Partner with Social Media Specialists to align community postings across digital channels.
• Communicate and promote new community features or procedures to members and internal teams.
• Advocate for community activities within the organization.

3. Moderation & Monitoring

• Develop and manage moderation policies and terms of use.
• Monitor discussions and respond promptly or escalate to relevant stakeholders.
• Alert Account Management and the social team about emerging issues and collaborate on resolutions.
• Maintain a Responders List for quick access to subject matter experts.
• Actively work behind the scenes to drive engagement.

4. Training & Development

• Create and maintain training resources, guidelines, and policies for community management.
• Train staff on best practices for community participation and engagement.
• Attend regular internal and external training sessions to stay updated on industry trends.

5. Reporting & Analytics

• Monitor market pages and online conversations to manage negative consumer feedback effectively.
• Measure and report on community engagement success metrics (e.g., reach, engagement, power users).
• Identify and analyze community trends, providing actionable insights to internal teams.
• Track KPIs related to Social CRM goals such as reach and engagement.

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Role Requirements

• Fluency in both English and French with excellent communication skills.
• Proven experience in writing for digital platforms.
• Strong organizational skills and ability to manage a fast-paced workload.
• Proficiency in editing and proofreading content.
• Active internet and social media user with a keen understanding of online trends.
• Self-motivated individual with prior experience in marketing and communications.
• Exposure to the advertising industry; proficiency in creative writing is an added advantage.

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Company Overview: Ogilvy Africa

Ogilvy Africa is the largest network agency on the continent, operating in 40 countries with a team of approximately 900 professionals across Central, East, and West Africa. Headquartered in Nairobi, Kenya, Ogilvy Africa manages over 100 brands for clients including AB InBev, Airtel, Coca-Cola, Diageo, Nestlé, Unilever, UNICEF, and WWF, among others.

Our services span the full spectrum of marketing domains, including advertising (online and offline), Customer Engagement & Commerce, Digital Transformation, Shopper Marketing, Media, PR & Influence—all under one unified setup. Our proprietary marketing products include real-time marketing, social intelligence, virtual experiences, influencer management, e-commerce enablement, and content hubs.

Through our "One Ogilvy" model, we deliver seamless omnichannel experiences for consumers, powered by the holy trinity of content, data, and technology. With over 20 years of experience in Africa, Ogilvy Africa has won numerous regional and global awards, including Cannes Lions, Clio Awards, SABRE Awards, and more.

Globally, Ogilvy is part of WPP and was founded by David Ogilvy over 70 years ago. It is often referred to as the "Agency of Giants" by industry experts.

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Beliefs at Ogilvy

• People need regular OS upgrades: Even the best systems become obsolete without constant improvement. The same applies to people.
• We need more cows than milkmen: We are practitioners first, contributing before commenting.
• Creative about creativity: Creativity remains our differentiator, now enhanced by the synergy of Data, Content, and Technology.
• Diversity is a competitive advantage: New profiles, skills, and leadership styles make us stronger.
• Collaborative advantage > Competitive advantage: Partnering with top talent allows us to scale rapidly without pretending to have all the answers.
• Team Individual: Success comes from teamwork, not individual credit. Teams succeed; individuals fail.
• Fail often, fail fast: We encourage intrapreneurship and a culture of pilots—test, succeed, and scale; or fail fast, learn, and start anew.