Social Media Community Manager

Position Summary

The Community Manager, Guest Recovery & Brand Engagement owns and elevates the guest experience across all BBQ Holdings brands. This role serves as the central connection point between our guests and our restaurants, engaging across all social media platforms.

In addition to managing guest recovery with urgency and empathy, this role is also responsible for proactive community engagement. You'll actively participate in conversations, jump into relevant cultural moments, and create meaningful two-way interactions that strengthen brand visibility and affinity.

This position requires high emotional intelligence, a hospitality mindset, strategic social instincts, and a passion for building communities that genuinely love our brands.

• Guest Recovery & Experience Management
  • Own the front-line voice of each brand across all digital channels.
  • Serve as the initial point of contact for the guest recovery process with speed, empathy, and brand consistency.
  • Triage guest issues and craft timely, brand-appropriate replies.
  • Resolve or escalate issues to Operations, GMs, Ads, or Guest Services Team as needed.
  • Maintain brand-specific response guidelines and templates.
  • Track recurring themes and deliver weekly insights and recommendations.
  • Support Social Media Manager with scheduling through Sprout Social.
• Community Management, Engagement & Brand Voice Activation
  • Manage daily community interactions across all brands social channels.
  • Lead proactive engagement, including:
    • Liking, commenting on, and responding to guests' content
    • Engaging with partner brands, influencers, operators, and creators
    • Participating in relevant cultural conversations
    • Creating playful banter or brand-to-brand interactions in brand tone
    • Identify opportunities to surprise and delight guests and fans.
  • Conduct ongoing social listening for trends, sentiment shifts, competitor activity, and real-time engagement opportunities.
  • Partner with Creative/Marketing on reactive and proactive content strategies.
• Brand Reputation & Insights
  • Monitor brand sentiment, reviews, engagement metrics, and community health.
  • Collaborate with cross-functional teams to address systemic or recurring issues.
  • Document and report out on guest recovery, online reputation, and community engagement.
• Cross-Functional Collaboration
  • Align community engagement efforts with brand marketing priorities and campaign needs.
  • Work with Digital on loyalty, app, ordering, and UX-related issues.
  • Partner with Operations and Training to support guest experience improvements.
  • Support PR during issues management and brand-level cultural moments or events.

• 3-5+ years in community management, customer experience, social media management, or hospitality guest relations.
• Experience in high-volume guest recovery environments preferred.
• Strong understanding of social media platforms, cultural trends, and online review channels.
• Exceptional written communication and brand voice fluency.
• High emotional intelligence and conflict de-escalation skills.
• Experience with social listening and reputation tools (e.g., Sprout, Khoros, Hootsuite, Meltwater, ).
• Ability to manage multiple brands and priorities with agility.
• Experience partnering cross-functionally and working with franchisees.
• Passion for food, restaurants, BBQ, and pizza is a plus.

• Faster response and guest recovery times across all channels.
• Higher guest satisfaction, increased NPS, and stronger review performance.
• Increased positive, proactive engagement across brand, fan, and cross-brand communities.
• Stronger alignment between Marketing, Operations, and Franchise teams.
• Elevated, unified guest experience and stronger brand affinity across all BBQ Holdings brands.