Social Media Representative

5 months ago

Johannesburg, South Africa Betfred SA Full time

The Social media representative is the middle-man between senior management and the public. They play an important role in making sure that the owned social media platforms are kept up to date, communicate any current opportunities to the public, keep to current best practice and are following the digital, brand and social media strategies. This includes short and long form content production and ideation.

**Roles and Responsibilities**
- Follow the guidelines set by the brand, digital and social media strategy
- Keep any communications within the guidelines set by the regulators of the gaming industry
- Keep up to date with user and social media trends to advise and react to any changes that may impact on your work or improve on execution.
- Develop a regular content plan that aligns with the organizational goals as well as the brand and digital strategy.
- Ensure that all content, including copy and public information, adheres to brand standards and complies with regulatory requirements.
- Create and maintain a content calendar for upcoming posts and campaigns, ensuring timely and strategic content delivery.
- Ensure all content is pre-approved by a line manager or senior staff before publication.
- Take part in marketing meetings to bring alignment in marketing activities and needs, representing the social media needs and opportunities within the larger organisation
- Brief the creative team on any production needs you have for social media within good time for them to produce, considering other work they will have in their pipeline.
- Advise if you feel that content or design is not optimal or is problematic for any reason.
- Where needed or possible, attend store locations, events and/or sports fixtures to help create content for your calendar.
- Assist with or coordinate with production teams to produce content
- Post all approved content on each planned platform, ensuring that the content and design is of a professional standard and works for that platform.
- Share and promote blog and YouTube content across relevant social media platforms, advising the production team as to the best time and tactics to do so.
- Deal with platform support in order to resolve any issues that may come with using their platforms. Such as a ban, restrictions
- Identify, address and mitigate reputational risks arising on social media. This includes ensuring that all problems are collected and sent on to the call centre. Or, once the call centre takes over community management, you will assist them in understanding the responses needed are kept up to date and that standard is maintained.
- You or a member of the team is engaging with public comments within 24 hours of them being made. This includes all reviews, comments and complaints on all platforms.
- Collaborate with the call centre to uphold our high standards on social media interactions.
- Respond to any reviews on our locations and escalate to the relevant ops team, or assist and mentor any team internally or externally who are dealing with reviews and location complaints
- Respond to public complaints in coordination with the operations and call centre teams, ensuring prompt and effective resolution.
- Once trained, it is expected that you keep up to date with any social platforms, groups and community forums online where our audience may collaborate and communicate as a group. Identifying these spaces and monitoring them for trends, opportunities, language and risk.
- Ensure all owned platforms are a safe place for users, making sure that spam, scams, doxing or any other threats to their own well being is removed and reported.
- Follow the tracking guidelines set by your senior managers to assist in analysing the best performing content and tactics.
- Create the monthly report to be presented or sent to your line manager and senior managers by the 7th of every month, unless an extension is granted
- Report on any brand threats or public relations risks to senior staff where needed, advise on the urgency. Where there is high risk to the business, brand or operations you are to address this with senior staff as soon as possible.
- Advise senior staff if you’re struggling with workload or understanding any demand on your time. You are required to ask for assistance where needed.
- Where a campaign setup is your responsibility, you are to ensure that design, copy, tracking and a brief to media is done in good time.
- From time to time you may need to assist with basic paid media promotions.

**Requirements and Skills**
- Proven working experience in social media marketing or as a Digital Media Specialist
- Excellent consulting, writing, editing (photo/video/text), presentation and communication skills
- Demonstrable social networking experience and social analytics tools knowledge
- Knowledge of online marketing and good understanding of major marketing channels
- Positive attitude, detail and customer oriented with good multitasking and organisational ability

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