Freelance Community & Engagement Manager

We're looking for a freelance Community & Engagement Manager to support the day-to-day management of our social communities across Trafalgar, Insight Vacations and Costsaver. This role is ideal for you if you love social media, understand internet culture and enjoy building communities online. You'll manage inbound engagement, support proactive community interaction and help keep our social spaces active, engaging and brand-aligned across Facebook, Instagram and TikTok. You'll work closely with both the Social and Customer Service teams, helping ensure customer queries are handled efficiently while also identifying opportunities to build stronger audience engagement and brand love across our channels., COMMUNITY MANAGEMENT:

• Manage inbound community engagement across Facebook, Instagram and TikTok using Sprout Social.
• Respond to comments, direct messages, tags and mentions in a timely, helpful and brand-aligned manner.
• Support TTC's Customer Service team by identifying and escalating customer service-related queries where appropriate.
• Provide social customer care support using TTC's customer service guidelines and escalation processes.
• Monitor and manage TTC-owned Facebook Groups across relevant brands, including membership requests, moderation and community standards.
• Support the growth and management of TTC's Instagram Broadcast Channels, helping create engaging, platform-native content and community interaction opportunities.
• Collaborate with Travel Directors and internal teams to help bring live, behind-the-scenes updates into Broadcast Channels and other community spaces.
• Monitor tags, story mentions and user-generated content opportunities across platforms and reshare content where appropriate.
COMMUNITY ENGAGEMENT:
• Conduct daily proactive engagement across social platforms to help grow visibility, strengthen community relationships and encourage conversation.
• Engage with creators, travellers and relevant travel conversations in a way that feels authentic and socially native to each platform, while remaining on brand.
• Help identify opportunities to build stronger audience participation, community loyalty and positive brand sentiment.
• Stay on top of platform trends, online culture and emerging social behaviours across Instagram, TikTok and Facebook.
• Monitor relevant travel and competitor communities to identify useful learnings, trends and engagement opportunities.
• Identify strong user-generated content and community stories for potential amplification across TTC channels.
COMMUNITY REPORTING:
• Create monthly community reports covering inbound engagement, proactive engagement activity and Facebook Group/community performance.
• Share key audience observations, recurring themes and actionable learnings with the wider Social team.
• Flag sensitive or reputational issues to the wider team where appropriate.
• Help identify opportunities to improve community engagement, customer experience and social interaction across TTC brands.
  
  Previous experience in social media community management, engagement or social customer care.
• Strong working knowledge of Sprout Social and social platform inbox management tools.
• Deep understanding of Instagram, Facebook and TikTok including platform behaviours and community best practices.
• Excellent written communication skills with a strong understanding of tone of voice and platform-native communication.
• Highly organised with the ability to manage multiple brands and conversations simultaneously.
• Passion for social media, travel and online communities.
  
  At The Travel Corporation (TTC), we create unforgettable travel experiences for guests across the world through our award-winning brands including Trafalgar, Insight Vacations and Costsaver.
Social media plays a huge role in how we connect with our audiences - inspiring future travellers, supporting guests and building communities of passionate travel lovers online. We're looking for someone who lives and breathes social media to help us do exactly that.

This is a flexible freelance position designed for someone looking for adaptable working hours rather than a traditional full-time schedule. The role will require coverage and engagement across social channels each day, however working hours can be flexible and arranged around other commitments where appropriate. This role could suit someone balancing freelance work, family responsibilities or other projects alongside their work with TTC. Exact working hours, availability expectations and weekend coverage requirements will be agreed with the successful applicant, but expect it to last until the end of this year.