IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values.

The HSS Community Manager serves as the front line of brand reputation management across social media, review platforms, and online communities. This role is responsible for monitoring brand conversations, responding to customer inquiries and feedback, managing online reviews, identifying emerging reputation risks, and ensuring audiences receive timely, accurate, and professional responses. The successful candidate will work closely with Marketing, Customer Service, Sales, HR, Legal, and Operations teams to investigate issues, resolve concerns, and maintain a positive online presence across multiple HSS brands.

The ideal candidate is a solid communicator, critical thinker, and problem solver who can navigate complex customer situations with professionalism while balancing brand standards, business priorities, and customer expectations. Please note that this is a fixed-term contract position beginning in November 2026 and ending May 2027. Monitoring brand mentions, conversations, reviews, and user-generated content across social media platforms, review platforms, forums, and other digital properties.

Responding to comments, direct messages, reviews, and customer inquiries in a timely and professional manner. Managing online reputation across platforms such as Google Business Profile, Indeed, Workday, Facebook, Instagram, LinkedIn, YouTube, and other relevant review and social media channels. Identifying potential reputation risks, customer service issues, and emerging trends,



escalating them to the appropriate internal stakeholders when necessary.

Exercising sound judgment when determining whether issues can be resolved directly or require escalation to Customer Service, Sales, HR, Legal, Operations, or executive leadership. Investigating customer complaints and negative reviews by partnering with internal teams to gather information and develop accurate, thoughtful responses. Serving as the primary point of coordination between customers and internal departments to ensure issues are properly addressed and resolved.

Collaborating with Marketing, Sales, Customer Service, HR, Legal, and Operations teams to develop appropriate responses to complex or sensitive situations. Preparing monthly reporting on community management performance, including response times, sentiment trends, review activity, share of conversation, and reputation-related insights. Utilizing community management, social listening, and reputation management tools such as Hootsuite, Sprout Social, Meltwater, or similar platforms to monitor and report on brand activity.

Collaborating closely with the Organic Social Media Manager to provide audience feedback and conversation trends that may inform future content planning. Supporting crisis communications and reputation management initiatives when required. Proven experience in community management, customer engagement, reputation management, customer service, social listening, or social media moderation.





Demonstrated ability to handle difficult customer interactions, complaints, and sensitive situations with professionalism, sound judgment, and strong decision-making skills.

Experience using social listening, community management, and reputation management platforms such as Hootsuite, Sprout Social, Meltwater, or similar tools. Highly organized with strong attention to detail and the ability to manage multiple brands and priorities simultaneously. Ability to work effectively with stakeholders across Marketing, Sales, Customer Service, HR, Legal, and Operations.

Experience managing online reviews, public-facing customer communications, and reputation management programs is considered a strong asset. Bachelor’s degree in Marketing, Communications, Public Relations, Business, Journalism, or a related field. ~3-5 years of experience in community management, social media management, customer engagement, reputation management, public relations, customer service, or a related communications role. ~ Experience managing multiple brands or business units simultaneously is considered an asset. ~ Experience working in a B2B, manufacturing, industrial, or agency environment is considered an asset. WORK AUTHORIZATIONS AND TRAVEL ~ Up to 10% travel between Canada and the United States.

Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. #

📌 Online Community Coordinator (Mississauga)
🏢 IKO North America
📍 Mississauga