Community & Customer Engagement Officer

• Manage customer and community conversations across different social media channels, both proactively and reactively.
• Respond to questions, comments and brand mentions in a fluent, helpful and empathetic way.
• Act as a representative of the brand on social media and determine when and how conversations should be addressed.
• Develop and execute community initiatives that stimulate engagement and strengthen relationships with audiences.
• Define and safeguard a consistent tone of voice across social platforms.
• Identify opportunities for organic engagement, including comments, user-generated content and spontaneous brand mentions.
• Monitor emerging conversations, trends and topics around the brand, its products and relevant market themes.
• Work closely with internal teams such as Marketing, Communications, Content and Customer Care to ensure consistent communication and efficient follow-up.
• Escalate complex customer questions to the appropriate internal stakeholders and ensure proper follow-up.
• Stay up to date with developments and best practices in social media, community management and digital customer care.
• Monitor community performance, including engagement, sentiment, recurring topics and customer pain points.
• Translate social conversations into actionable insights that can support content, marketing and customer experience decisions.
• Identify opportunities to improve content, tone of voice, responsiveness and community engagement.
• Collaborate with and provide guidance to external partners involved in social media customer care.

What they ask

• Bachelor’s degree in Communication, Marketing, Social Media or equivalent experience.
• 2–3 years of relevant experience, ideally in social media, community management or digital customer care.
• Excellent understanding of social media platforms, their dynamics and the conversational style appropriate to each channel.
• Excellent writing skills and the ability to adapt your tone of voice to different audiences, situations and topics.
• Strong customer orientation and a natural sense of empathy.
• Able to analyse online conversations and translate them into relevant insights.
• Strong organizational and coordination skills.
• Comfortable working with different internal and external stakeholders.
• Proactive, autonomous and able to take ownership.
• Analytical mindset combined with strong communication skills.
• Flexible when required by the nature of social media and community management.
• Fluent in Dutch and French (C1-C2/bilingual).

• You will join a dynamic consumer-focused environment where social media plays an important role in the relationship between the organization and its customers.
• The role offers a varied combination of community management, social media engagement, digital customer care and social listening, with plenty of autonomy and interaction with different teams.
• You will have the opportunity to directly influence how a well-known consumer brand engages with its audiences while turning everyday customer conversations into insights and opportunities for continuous improvement.