Deputy Manager Strategic Content

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

Job Purpose

This role is central to managing KE’s digital community experience across all platforms. The incumbent ensures timely content posting, real-time customer engagement, sentiment moderation, and healthy digital dialogue, while also leading a team of community agents. A strong analytical mindset is essential to translate listening data into insights, improve response strategies, and guide digital narrative. The role also involves actively managing digital stakeholders and online communities to drive advocacy, address concerns, and build trust.

Job Responsibilities

• Platform Management & Content Execution
• Manage and monitor daily activity across KE’s digital platforms (Facebook, Twitter/X, Instagram, LinkedIn, etc.).
• Ensure timely and accurate posting of content, including spokesperson messaging.
• Monitor trends, emerging narratives, and online sentiment to inform content direction.
• Community Engagement & Stakeholder Management
• Lead and mentor a team of community agents handling customer interactions.
• Maintain high-quality, on-brand responses to complaints, queries, and feedback.
• Identify, engage, and maintain relationships with digital stakeholders, Facebook community admins, online influencers, and interest groups to foster positive dialogue.
• Build and moderate digital communities aligned with KE’s voice and values.
• Social Listening & Sentiment Monitoring
• Utilize tools such as Talkwalker, Meltwater, or similar to monitor brand mentions, sentiment, and key conversations.
• Identify risks, opportunities, and patterns through active listening.
• Flag critical issues in real time for mitigation and response planning.
• Analytics & Reporting
• Use Power BI, Excel, and other tools to extract actionable insights from digital engagement and sentiment data.
• Prepare and share dashboards and reports with leadership on key themes, performance, and recommendations.
• Align insights with campaign evaluation and communication planning.
• Collaboration & Coordination
• Work closely with Content, PR, Internal Comms, and Customer Experience teams to ensure unified messaging.
• Act as the voice of the customer in internal meetings by bringing forward recurring feedback and themes.
• Education: Bachelor’s in Marketing, Communications, Business, or related field.
• Experience: 3–4 years in digital community management, stakeholder engagement, or social listening roles.
• Skills:
• Strong understanding of digital platforms and their ecosystems.
• Proficiency in social listening tools (e.g., Talkwalker, Meltwater).
• Experience in managing online communities and digital stakeholders.
• Working knowledge of Power BI, Excel, and PowerPoint for analytics and reporting.
• Excellent written/verbal communication and team management skills.
• Ability to handle real-time issues, sentiment shifts, and reputational risks with agility.
  

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.