Social Media Specialist and Content Creator

3 weeks ago

Johannesburg, South Africa Penquin Full time

Penquin is looking for an energetic, creative, and resourceful person who is passionate about social media and content creation to join our Social Media team. They will report to the Social Media Manager.
The Social Media Specialist's key responsibilities are to establish and develop online relationships and engage with social voices/communities for our client brands and promotional campaigns and provide daily support to the social media manager on the Social Media and Content creation side to enhance the community-wide and national reputation of both the Penquin and client brands.
We are looking for someone that can thrive in a fast-paced, deadline-driven environment that requires excellent communication skills, a positive and collaborative attitude, and a true passion for putting the customer first.

**Detailed job description**:
Develop and oversee owned social media communities and drive audience growth and engagement across social media networks (Facebook, Twitter, LinkedIn, G+, Blogs).
To master the technical use of Penquins’ social media tool.
To work with the social media manager and Client Service teams to ensure social media posts are uploaded and correct according to the approved content calendar.
Manage all marketing lists and ensure the right audience is sent the right marketing collateral at the right time.
To actively monitor and engage with all forms of Social Media (e.g. Facebook, Twitter, Blogging etc.) with regards to our client brands on a daily basis.
Proactively escalate issues, observations, opportunities, and insights to the relevant team.
To collate/source information from across a variety of channels in order to generate news-worthy stories and then draft/write online copy for articles, blogs and social media sites for relevant client brands.
To act as one of the key points of contact for our client’s social media queries, escalate to relevant parties in developing a response process, engaging with potential and existing customers and looking to proactively influence these groups and resolving any arising issues.
Continuously researching relevant and updated live content/news and present to team with regards to Social Media content.
Directly interact with customers to maximise community engagement and drive positive perception and word-of-mouth for our brand and products.
Monitor and respond to feedback and support issues on social media in real-time (within 30 minutes), in accordance with the company's guidelines.
Use enterprise-level social CRM system to moderate posts, respond to customers, and collaborate with team members
To collate and report on monthly performance statistics for all communications across all channels, using these statistics to influence future digital activity.
Triage social media escalations to appropriate internal parties and coordinate with the social media manager and the relevant client service representatives as needed.
Leverage reporting and analytics to make informed decisions regarding community management efforts, designed to build and foster the community and relationships.
Provide 'voice of customer' feedback back to our clients and teams working on relevant accounts.

**Skills**:
2-3 years of professional experience with social community management or online communications and content creation.
Community engagement/building experience.
Intermediate skills on Word, Excel and PowerPoint.
Need to have own transport and valid drivers licence.
Outstanding written communication skills.
Ability to think quickly on your feet.
Experience with social media aggregator and consumer sentiment monitoring tools.
Excellent interpersonal and communication skills with a strong understanding of messaging and reputation management.
Excellent problem-solving and analytical skills.
Strong attention to detail.

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