Community Manager

1 week ago

Northern Suburbs, South Africa MWeb Full time

**Main purpose of the role**:
Using Social media management tools provided, manage inbound messages across Mweb’s social media pages, and other online platforms, providing appropriate responses, guiding customers to self -service channels and escalating to other sales or operational teams, where required leading to a vastly improved positive sentiment, engagement score and response times. Implement social media marketing campaigns targeting new audiences, achieving audience reach and engagement targets as required

**Job outputs**:
Managing inbound social media messages across all social media channels and other online platforms, using the tools available
- Provide quick and appropriate responses across all inbound messages on Mweb’s social media pages, as well as other online platforms
- Proactively drive customers to self
- service channels and relevant help content
- Escalate to sales or operational teams where appropriate.
- Work together with the escalation teams to ensure all messages are responded to. Follow up on any outstanding escalations that have not been resolved and stay on top of escalation team responses. Proactively highlight areas of concern to improve performance
- Allocate tags to inbound messages to assist with learning
- Ensure all inbound messages are resolved appropriately and quickly. There must be a resolution to inbound messages
- Using tool tracking, ensure deliver and aim to improve key metrics
- Ensure responses are aligned to brand tone and key messages
- Remove inappropriate content and block inappropriate followers

**Tool champions**:

- Be a super user and work together with the BM: Social media to get full value from the tools and to highlight opportunity/ ways to improve
- Train other users where required
- Proactive look for ways/ tools to improve responses, including automation

**Identify content trends and needs**:

- Based on inbound messages on a daily basis, proactively highlight to the BM social media any content requirements so that content and appropriate responses can be generated
- Based on inbound messages and reporting, highlight any real opportunities for PSM
- Generate appropriate responses where relevant
- Monitor competitor activity

**Proactively maintain social media page information**:

- Working together with the BM: Social media, ensure that all content (copy and visuals) on social media pages is aligned to brand, updated and accurate

**Implement social media marketing campaigns and monthly content plans**:

- Assist the BM: Social media to load content or marketing activity onto relevant sites as required
- Proactively provide feedback to the BM: Social media on content and marketing activity to guide future campaigns
- Working with the BM: Social media, share relevant content such as FNO updates or outages
- Load any emergency notification communication as directed

**Skills**:
Community management experience working across social media sites, including Facebook, Twitter, Instagram, YouTube and other online platforms such as LinkedIN, Reddit, Tumbir and Blog, news or review sites, on large scale consumer brands within tech or Ecommerce categories

**Competencies**
- Must show experience working in previous community manager roles on large, consumer brands
- Must demonstrate the ability to manage a large volume of inbound messages, appropriately responding, directing to self - service channels and escalating to other teams
- Must demonstrate high levels of accountability and the drive to follow up and ensure customers are answered, escalations are closed and that sentiment and response targets are achieved
- Exceptional written English skills and the experience and ability and experience drafting appropriate social media responses across a wide range of topics
- Clarebridge/ Qualtricks user experience
- High action orientation and attention to detail
- Be able to operate in fast paced, pressurised situations
- High levels of tech/ connectivity interest and understanding
- High levels of initiative and self -management

**Qualifications**:

- Social media marketing qualification either as a diploma, advanced certificate or degree. An individual module as a part of a course is not enough.

**Experience**:

- 2 - 4 years working in consumer brand, community manager rolls
- Must have worked on brands with large volumes of inbound messages
- Demonstrate recent expertise using Clarebridge/ Qualtricks tool
- Must demonstrate experience crafting relevant responses and taking appropriate action on a range of inbound messages
- Agency or corporate experience
- Will be required to demonstrate experience with an assessment as a part of the interview process.

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