Community Manager (Part-Time - Cheesecake Factory)

At Viral Nation, we specialize in building social-first ecosystems for brands to connect with the modern consumer journey. Our integrated solutions align strategy, talent, media, and technology with culturally relevant creativity to scale the world’s fastest-growing digital brands. Viral Nation offers a fluid, creative, and growth-oriented environment that will support your ambitions to apply your talents in an open, collaborative, and fast-paced culture. Our ability to stay at the forefront of the industry has fuelled our success and will guide us in paving the path forward. We’re driven to push boundaries and think beyond today to deliver strategies, and we’re just getting started.

While we continuously exceed our goals, we need your help – our success is only as great as our people. Strong performance leads to high expectations, and we must keep raising the bar!

We are seeking an experienced and dynamic Community Manager to support a leading restaurant brand by overseeing and enhancing its online presence. This role focuses on fostering meaningful connections, managing conversations across social platforms, and delivering an exceptional digital guest experience through timely, authentic engagement. The ideal candidate is passionate about community building, customer care, and creating positive interactions that strengthen brand loyalty.

This is a part-time contract role (approximately 20 hours per week, Monday–Friday) supporting the account through December 31, 2026, with the possibility of extension.

• Monitor and engage with followers across social media platforms (Instagram, TikTok, Facebook, X, YouTube, LinkedIn, etc.), responding to comments, direct messages, and mentions in a timely, authentic, and brand-appropriate manner.
• Deliver a best-in-class digital guest experience by responding to guest inquiries, feedback, compliments, and concerns with empathy, professionalism, and in accordance with established brand guidelines.
• Identify opportunities for proactive community engagement to build brand affinity and strengthen relationships with the online community.
• Monitor online conversations, trends, and emerging topics relevant to the brand and industry, surfacing actionable insights to the internal team.
• Track community sentiment and escalate guest issues, customer service concerns, reputational risks, or emerging conversations to the appropriate internal stakeholders.
• Identify user-generated content, brand advocates, and community moments that can be amplified across owned channels.
• Collaborate closely with internal account, strategy, creative, and guest relations teams to ensure a seamless customer experience across touchpoints.
• Support weekly and monthly reporting by tracking engagement metrics and providing insights and recommendations for continuous improvement.
• Maintain a consistent brand voice while delivering best-in-class community management and customer care.

• Minimum of 2 years of professional experience managing social media communities for consumer brands.
• Experience managing communities across Instagram, TikTok, Facebook, YouTube, X, and LinkedIn.
• Demonstrated experience handling customer service or guest relations conversations in a professional, brand-safe manner.
• Strong understanding of community management best practices, social platform features, and emerging digital trends.
• Experience using social media management platforms such as Sprout Social (experience with Sprinklr or Hootsuite is an asset).
• Excellent written communication skills with the ability to adapt tone of voice across audiences and navigate sensitive customer interactions with empathy.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience identifying trends, engaging proactively with online communities, and escalating potential issues when appropriate.
• Hospitality, restaurant, food & beverage, retail, or other customer-facing brand experience is considered an asset.
• Bachelor's degree, college diploma, or equivalent professional experience in Marketing, Communications, Public Relations, Business, or a related field.
• Must be legally authorized to work in the United States.

DEI Commitment:

Viral Nation is committed to diversity, equity and inclusion in our agency. Viral Nation welcomes applications from people with visible and non-visible disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruiting and selection process.