Social Media Manager

7 months ago


Johannesburg, South Africa Absa Bank Limited Full time

Bring your possibility to life Define your career with us
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary

BRIEF OVERVIEW OF THE SPECIFIC BUSINESS UNIT:
This role is within Everyday Banking, reporting into Head: Service Experience.

BRIEF OVERVIEW OF THE ROLE:
An exciting role that focuses on effective management and optimisation of the social media operations focusing on customer management across all the bank’s products. This management role will work with a dynamic team of social media community administrators who primarily focus on customer service within the social media space.

The role will also collaborate closely with various internal stakeholders and teams, including the Marketing, Product and Channel, to improve customer management and engagement on the various social media platforms. It is suitable for a person with a pioneering mindset who thrives in a fast-paced environment and understands the dynamics of social media within the banking industry.

**Job Description**:
KEY RESPONSIBILITIES:
The high level duties of the role:
- Takes accountability to execute on key tasks to achieve operational outcomes for the team, including the implementation of the social media strategy- Regularly report on insights gained from community monitoring to business stakeholders to help them evolve their strategies by using reporting and tracking tools available.- Provide input into campaigns concerning social media platforms by providing knowledge gained from insights and relevant MI relating to historical data- Monitor effective benchmarks for measuring the community's growth, analyze, review, and report on the effectiveness of new initiatives by using the available reporting tools.- Effectively manage customer feedback and complaints emanating from social media- Manage a team of social media community managers and equip them with necessary tools and knowledge to adequately service customer queries and complaints- Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.- Manage communities located in social networking platforms, including Facebook, Twitter, and other similar social media outposts, by monitoring and following conversations and platforms closely

MINIMUM REQUIREMENTS:
- Relevant B. Degree in business /marketing or equivalent NQF level 7 qualification- At least 5 years Operations Management /Social Media Management/ Service experience / banking ⁄ marketing/ financial services environment experience- Supervisory experience

Advantageous- Digital Marketing / Social Media community management experience- Marketing / PR experience

Education

Bachelor's Degrees and Advanced Diplomas: Communication Studies and Language (required)
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_



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