About Company
Digicel Jamaica is a leading telecommunications provider dedicated to connecting people across the Caribbean and Central America. For over two decades, we’ve been at the forefront of innovation, delivering cutting-edge mobile, home, and business solutions. We pride ourselves on our vibrant culture, commitment to community, and our passion for empowering our customers through technology. At Digicel, we’re more than just a service provider; we’re a part of the fabric of everyday life, constantly striving to deliver the best network, the best value, and the best experience. Join our dynamic team and be part of a company that is always challenging the status quo and making a positive impact in the digital landscape.
Job Description
Are you a digital native with an innate talent for building vibrant online communities? Digicel Jamaica is actively searching for a highly engaging and strategically minded Social Media Community Handler to enrich our marketing and communications team. In this vital full-time role, you will serve as the authentic voice of Digicel across all our major social platforms, including Facebook, Instagram, X (formerly Twitter), LinkedIn, and YouTube. Your primary mission will be to cultivate meaningful relationships with our diverse customer base, transform passive followers into active brand advocates, and foster a dynamic, positive online environment. This isn’t just about monitoring; it’s about proactive engagement, empathetic listening, and swift, on-brand responses that resonate with our audience. You will be at the forefront of daily interactions, responding to comments, queries, and messages with precision, wit, and a deep understanding of our brand’s values and offerings. Furthermore, you’ll play a crucial role in identifying emerging trends, potential customer pain points, and opportunities for organic growth and deeper customer loyalty. This position demands a blend of creativity, strong communication skills, and a strategic mindset to enhance our brand’s digital footprint and uphold our reputation for exceptional customer care. You will collaborate closely with our content creation specialists to provide invaluable insights on community sentiment and trending topics, informing future content strategies that truly speak to our audience. Additionally, you’ll work in tandem with our customer service and public relations teams to ensure seamless issue resolution and consistent messaging. If you possess a keen eye for detail, thrive in a dynamic, fast-paced setting, and are passionate about creating memorable and impactful online experiences that drive engagement and satisfaction, then this is the perfect opportunity to make a significant contribution to a leading telecommunications brand in Jamaica. Join us and help shape the future of digital interaction at Digicel!
Key Responsibilities
- Monitor Digicel Jamaica's social media channels (Facebook, Instagram, X/Twitter, LinkedIn, YouTube) daily for mentions, comments, and messages, ensuring timely engagement.
- Engage actively and promptly with the online community, responding to comments, inquiries, and feedback in a professional, authentic, and on-brand voice.
- Identify and escalate critical customer service issues, negative sentiment, or potential brand crises to the relevant internal teams for rapid resolution.
- Foster positive interactions and build lasting relationships with followers, influencers, and brand advocates to enhance community loyalty.
- Work closely with the content creation team to provide actionable insights on trending topics, community interests, and engagement patterns to inform future content strategy.
- Assist in the execution of social media campaigns, contests, and promotions, ensuring community engagement goals are met and amplified.
- Track, analyze, and report on key community engagement metrics, providing regular insights and data-driven recommendations for continuous improvement.
- Maintain an in-depth knowledge of social media best practices, platform changes, algorithms, and emerging trends to keep Digicel at the forefront of digital engagement.
- Ensure brand consistency in messaging, tone, and visual identity across all social media interactions and communications.
- Participate in the development and refinement of social media response protocols, FAQs, and crisis management plans.
Required Skills
- Proven experience (minimum 1.5 years) in social media community management or a similar client-facing digital role.
- Exceptional written and verbal communication skills in English, with a strong ability to craft engaging and concise messages.
- Deep understanding of major social media platforms (Facebook, Instagram, X, LinkedIn, YouTube) and their respective community dynamics.
- Ability to adapt brand voice and tone for different platforms and diverse audiences while maintaining brand integrity.
- Excellent interpersonal skills, empathy, and a customer-centric approach to online interactions.
- Ability to work independently, manage time effectively, and collaborate seamlessly as part of a dynamic team.
- Proficiency in social media management and listening tools (e.g., Sprout Social, Hootsuite, Sprinklr, or similar).
- Strong organizational skills, meticulous attention to detail, and a proactive approach to problem-solving.
- Ability to multitask, prioritize effectively, and thrive in a fast-paced, high-volume digital environment.
Preferred Qualifications
- Bachelor's degree in Marketing, Communications, Public Relations, Digital Media, or a related field.
- Experience within the telecommunications industry or a large consumer-facing brand.
- Familiarity with social media analytics, reporting tools, and performance measurement.
- Demonstrated experience in social media crisis management and reputation protection.
- Basic proficiency in graphic design tools (e.g., Canva, Adobe Creative Suite) for quick content adjustments or approvals.
- Knowledge of local Jamaican culture and online community nuances.
Perks & Benefits
- Competitive salary package and attractive performance-based bonuses.
- Comprehensive health, dental, and vision insurance benefits.
- Generous paid time off, including vacation and sick leave, plus national holidays.
- Significant opportunities for professional development, training, and continuous career growth within a leading regional company.
- Access to the latest telecommunications technology and services, including employee discounts.
- A dynamic, inclusive, and collaborative work environment that fosters innovation and teamwork.
- Employee wellness programs and initiatives designed to support overall well-being.
How to Apply
Ready to connect with our vibrant community and become a vital part of the Digicel family? We encourage all qualified candidates who meet the requirements to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience in social media community management and your passion for engaging with online audiences. We look forward to reviewing your application and discovering how you can contribute to our digital success!