Who are we?

CFI Financial Group is an award-winning trading provider, possessing more than 25 years of experience with multiple offices around the world including London, Larnaca, Beirut, Amman, Dubai, Kuwait, Port Louis, and others.

Check out more about CFI here.

CFI is hiring! Make your mark in the online trading industry.

Are you looking to pursue a career in finance? Do you want to work with a dynamic and growing team in the exciting world of online trading and investing? If you answered yes, then we have some amazing opportunities for you!

Description:

The Online Reputation & Social Listening Officer is responsible for monitoring online conversations, analyzing sentiment, moderating harmful content, and protecting CFI’s online reputation across social media and online review platforms.

This role focuses on real-time social listening, removing or hiding negative or spam comments, publishing pre‑approved responses to public comments when required, and proactively detecting and reporting potential crises or risks to management.

A key responsibility of this role is producing weekly, monthly, and ad‑hoc reports for management, highlighting sentiment trends, recurring issues, reputation risks, and actionable insights from social listening activities.

Note: This role does not create or publish content; its core mission is sentiment monitoring, moderation, and comprehensive reputation reporting to management.

Main tasks and responsibilities

1. Social Listening & Sentiment Analysis

• Monitor CFI mentions and industry conversations across Facebook, Instagram, LinkedIn, X, TikTok, YouTube, Google Reviews, Trustpilot, and relevant forums. 

• Conduct daily sentiment analysis to identify positive, neutral, and negative trends.

• Report key findings and emerging risks to marketing, compliance, and management teams.

2. Moderation & Comment Handling

• Remove, hide, or report spam, abusive, misleading, or policy‑violating content across all platforms.
  
• Respond to comments and inquiries using approved bilingual (Arabic & English) responses.
  
• Escalate sensitive or high‑risk issues to the appropriate teams for further handling.
  

3. Crisis Monitoring & Reporting

• Identify early signs of crises or spikes in negative sentiment.
  
• Prepare and share real-time alerts and incident reports with screenshots, context, and impact assessments.
  
• Collaborate with relevant teams to support crisis response without authoring content.
  

4. Online Reviews & Reputation Maintenance

• Monitor and respond to reviews on Google, Trustpilot, and similar platforms using pre‑approved templates.
  
• Flag repetitive issues or risks to improve customer experience and prevent reputational damage.
  

5. Reporting & Insights

• Maintain weekly and monthly reports summarizing sentiment trends, moderation actions, and key insights.
  
• Highlight recurring risks or opportunities to enhance CFI’s digital reputation management strategy.
  

Education and Experience

• Bachelor’s degree in Marketing, Communications, Public Relations, or related field.
• 1–2 years of experience in social listening, community moderation, or online reputation management.
• Hands-on experience with social listening platforms is a must (e.g., Meltwater, Brandwatch, Sprinklr, Hootsuite, Sprout Social, Emplifi, etc..), with strong familiarity in navigating, setting up dashboards, and extracting insights.
  
• Proven ability to analyze sentiment, track brand mentions, and generate actionable reports using social listening tools.
  
• Fluency in Arabic and English (written & spoken).
  
• Experience handling sensitive online interactions and preparing management reports on potential risks or issues.
  • Strong attention to detail and risk awareness.
    
  • Excellent judgment in deciding when to remove, respond, or escalate.
    
  • Clear written communication skills in both Arabic & English.
    
  • Collaborative and proactive approach in working with cross‑functional teams.
  • Timeliness of moderation and response (average response time to public comments).
    
  • Accuracy of moderation decisions (low error rate in hide/remove actions).
    
  • Crisis detection speed (time between risk emergence and internal alert).
    
  • Weekly and monthly reporting quality with actionable insights.
    
  • Improvement in online sentiment and review trends over time.

Why join CFI?

· We’re a fast-growing, multinational company

· Competitive salaries and benefits

· Work and learn with industry professions

· Supportive and collaborative environment

· Unlimited opportunities for growth and development