MARIE-SOPHIE GERMAIN

Today, I work remotely as Engagement Specialist (Community Manager) with The Social Element, the largest independent social media management agency, based in London (since 2019).

As an Engagement Specialist, I interact with followers on social networks on behalf of major French and international brands:

• Nissan France & Nissan Belgium
• Perfetti van Melle France (Chupa Chups, Mentos, Hollywood Chewing-Gum)
• And in the past, Mondelez International (Milka, Oreo, Côte d’Or…)

My role is to maintain a good relationship between these brands and their customers on various social channels (Facebook, Instagram, X, TikTok) as well as reviews platforms (Google Business Reviews, Trustpilot).

From 2014 to 2017, I worked as Global Promotion Manager and Community Manager for Dennerle, a German company specialising in premium aquarium products. I served as the public voice of the brand — blending community engagement with a strong element of advocacy — by promoting products across international markets, building trusted relationships with influencers, creating new trends, and actively connecting with aquarium communities worldwide. My work significantly increased brand visibility and strengthened its reputation within the hobbyist community.

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I help brands and organizations build real, respectful relationships with their audiences — not just by “managing” communities, but by speaking with people, understanding their needs, and holding space for meaningful interaction. My approach is grounded in empathy, clarity, and consistency, and backed by years of hands-on experience in moderation, customer care, and cross-cultural communication.

I work fluently in English and French, and I bring not only the voice of a professional communicator — but also sector-specific insight into the communities I engage with.

💬 Community Management & Daily Interaction

• Managing public or private communities with an approachable, human voice
• Writing replies that feel personal — not robotic
• Moderating posts and conversations to uphold respect, relevance, and inclusion
• Adapting brand tone across platforms and audiences

🗣️ Voice, Tone & Brand Presence

• Representing your brand with credibility and warmth
• Helping define and maintain a voice that’s consistent, trusted, and people-centered
• Writing clear, on-brand messages that support long-term trust and recognition

🤝 Social Customer Care

• Responding to product or service questions clearly and quickly
• Managing account-level concerns (appeals, complaints, compliments)
• Maintaining tone and accuracy across languages and markets
• Acting as a visible, human contact point — not just a “support inbox”

🛡️ Online Safety & Moderation

• Enforcing community guidelines with firmness and empathy
• Managing conversations involving minors, sensitive content, or vulnerable users
• Handling flagging, escalation, and safety reviews calmly and professionally

🚨 Crisis-Sensitive Communication

• Supporting your public voice during tense or reactive moments
• Flagging risks early and communicating calmly under pressure
• Simulating user reactions in crisis simulations

❤️ Advocacy

• Bridging advocacy and community engagement to make your communication more personal, or adapting to more structured, template-based responses when required by the brand.

🧭 Sector-Specific Community Expertise

My strength in community work comes from deep familiarity with the subjects I support. I know the vocabulary, the context, and the audience — so the conversation feels real.

• Pet Care
• Pet Industry
• Science & Health
• Gaming
• Snacking & Lifestyle
• Automotive

Let’s build cenuine connections Together. If you’re seeking a community specialist who combines empathy, clarity, and cross-cultural insight, I’m here to help. Let’s collaborate to foster meaningful interactions that resonate with your audience.

• Mail