Social Media Community Manager

Job Details:

Job Description – Social Media Community Manager (042082)

Social Media Community Manager 042082


– Customer


– Communications

Position Type – Full Time

Role: Social Media Community Manager

Band: 2

Position Type: Permanent

The job holder is responsible for leading and managing organic social media campaigns, determining what and when social and blog content is to be produced and released, as well as the editorial guidance and overall quality assurance.

The job holder researches, drafts, edits and publishes targeted content via our social media channels and blogs to improve customer communications and build engagement.

The job holder will engage with defined stakeholders and support Marketing Communications ensuring that social media campaigns meet best practice and are as effective as possible to achieve TfL business objectives.

The job holder is responsible for community management of all TfL social media channels, including gathering user generated content for reuse by TfL.

Key accountabilities

  • Plan, create, edit and publish social media content plans for organic social media channels that deliver strong, positive engagement and meet business objectives. This will include working outside of core hours from time to time
  • Lead on various campaigns, recommending appropriate approaches to key stakeholders that are in line with the overall social media strategy and meet brief objectives
  • Use an in-depth understanding of social media platforms to provide expertise to the business on tone of voice, content formats and channel strategy to develop the effectiveness of our feeds and pages
  • Be the expert in the room to help grow digital skills across the organization
  • Develop and maintain knowledge of social media platforms, staying on top of updates and trends to continue to improve the effectiveness of the TfL organic social media channels
  • Develop an in-depth understanding of our digital content strategy and represent all digital channels in integrated working groups when required
  • Community manage the social media channels, interacting with users to drive engagement, gathering user generated content which can be used to enhance our brand, and spotting trends that TfL can be a part of
  • Develop a reliable network of contacts across the business to assist with sourcing new content and features aligned to key corporate and departmental objectives for publication via social media and blogs
  • Ensure that TfL core values, voice, editorial style and brand guidelines for each channel are applied consistently across editorial, imagery and other content to protect and enhance the reputation of the organization
  • Evaluate success of campaigns by providing reporting as required
  • No delegated budgets responsibilities

Key interfaces

  • Digital channel managers to ensure that delivery of digital comms is fully integrated across the channels
  • Tech & Data Product Owners and technical staff to identify and correct any technical issues and to identify and develop new opportunities for product roadmaps
  • Tech & Data to understand and act on analytics
  • Customer Information operations and the Customer Information Operations Lead – ensuring that all digital communications is provided in a clear and integrated way
  • Members of the Customer Team to develop an agreed approach to digital communications and other content and wider CCT team i.e. PR, Marketing and colleagues across the business to establish and maintain a forward plan of campaigns, announcements, events and content
  • TfL technical staff to identify and correct any technical issues affecting content


  • In-depth, up-to-date understanding of all social media platforms including but not limited to Facebook, Twitter, Instagram, TikTok, YouTube and Pinterest
  • Good understanding of how organic and paid campaigns can work together
  • Strong understanding of key social media trends, tools, platforms including how they can be used to engage customers
  • Good understanding of copyright law and advertising standards
  • Good awareness of user-centered design principles and how they apply to content generation
  • Good understanding of SEO and reporting
  • Awareness of current and emerging trends and best practice in marketing, communications and customer info
  • Understanding of accessibility legislation and standards such as WCAG


  • Very strong copywriting, editing and proofing skills with an eye for accurate grammar, spelling and technical detail
  • Excellent stakeholder management skills with good ability to negotiate and influence
  • Very strong verbal and written communication skills
  • Good ability to communicate complicated issues to a wide range of audiences in a straightforward and diplomatic manner
  • Ability to work rapidly, consistently and proactively to a very high standard of performance


  • Substantial level of experience creating social media plans, content and blogs gained in a large, complex, politically sensitive organization with multiple demanding stakeholders
  • Experience of managing and growing a social media community for a large brand
  • Experience of working as part of a creative team delivering accurate content to tight deadlines
  • Experience of using social media tools for publishing, monitoring and reporting
  • Good experience of digital content strategy and tailoring and delivering online content to that strategy across complex multi-channel environments including mobile platforms

Equality and Diversity

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organization. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all the essential criteria. We also use anonymizing software that removes identifying information from CVs and cover letters to make the process fair

Application Process

Please apply using your CV and a two-page covering letter. Think carefully about the skills, knowledge and experience in the advert and cover this in your CV.

The closing date for applications is Friday 28 th April 2023 @ 23:59

UK Skilled Worker Visa Sponsorship available, more information on the process can be discussed during the application process

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

  • Final salary pension scheme
  • Free travel for you on the TfL network
  • A 75% discount on National Rail Season Ticket and interest free loan
  • 30 days annual leave plus public and bank holidays
  • Tax-efficient cycle-to-work programme
  • Retail, health, leisure and travel offers
Job Category: Others
Job Type: Full Time
Job Location: London

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