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Social Media Community Manager/team Lead

3 months ago

Johannesburg, South Africa Digify Africa Full time

Dinaledi community manager

The social media community manager will engage and interact with consumers via social studio and natively on social channels, including, but not limited to, Facebook, Twitter, Instagram and YouTube. He/she will facilitate and encourage personal connections between Standard Bank and its followers and help turn fans into brand advocates/ambassadors through campaign work and also through
excellent standard resolution on queries.

**Duties includes**:
Daily community management during shift work in the correct tone and personality of the Standard Bank brand.
Providing engaging text, image and video content for social media accounts
Engage with Dinaledi Team Leaders for assistance in moderation and responses.
Responding to comments and customer queries promptly
Preemptively identify potential risks and crises and report these to the senior team at Wunderman Thompson.
Own the social media response practice for the Standard Bank South Africa brand.
Practice best-in-class community management to ensure flawless execution of response, timing, and content delivery in an authentic brand voice.
Manage conversations with followers in a consistent brand voice across all channels and participate in dialogue around campaigns, trending topics, popular hashtags, and current and live events.
Monitor trends, competitor presences and new social media marketing opportunities as they become available and leverage them to execute new campaigns.
Create a process to ensure timely communication back to the business to inform social process and content.
Define and action real-time content moments.
Monitor and report on feedback and online reviews.
Attend stakeholder meetings when required.
Attend all training for upskilling in the role.
Send in a weekly report to the team leader once a week and a monthly report once a month.
Arrive at least 15 minutes early for each shift to prepare and familiarise yourself with queries.
Opportunity spotting - Work on finding ideas for the brand to hop as a team.
Scheduling and Publishing - The team will be expected to publish/schedule.
Team lead duties
Online presence and monitoring of the community managers when they are on shift.
Online assistance for engagement for the CMs in your team.
Assess responses to queries and assessing engagement responses for assistance with best-in-class community management.
Engage with social media agency senior CMs at Wunderman Thompson for insight, knowledge and response strategies.
Pre-emptively identify potential risks and crises and report these to project manager.
Demonstrate best-in-class community management to ensure flawless execution of response, timing, and content delivery in an authentic brand voice to the team and assist with one-on-one training where applicable.
Reporting on all your CMs training needs to Project Manager.
Team Leaders will alternate in scheduling shifts for the following month ( Please take into account any unavailable days and allocate these to other CMs.
Monitor and manage shift swaps and standby activation (when necessary)
Collect invoices to be handed in on or before the 20th of each month, send them to me at 9am.
Draft monthly reports, which include permanence reviews of the team, to be sent to the PM and WT senior CMs and Social Media Team Lead on the first day of the month. (Please ensure you communicate delays, if there are any).
Submit the team members hours worked for the month to operations at WT (Leandri).
Ensure that important information, structural changes and working condition changes from the agency are discussed with the PM and communicated to the team, timeously.
Attend Management meetings and report on general team performance and grievances they may have.
Unpacking briefs and making sure the team understands.
Pre-emptively identify potential risks and crises and report these with WT senior CMs
Qualifications and experience
Bachelor’s degree/diploma or three year post matric (communications, PR, BA,
Marketing or a related qualification)
2-3 years experience in content/digital marketing
MS Office/Google Suite proficiency is a plus
Other skills
Ability to create engaging content across all social media platforms.
Understanding of social media marketing
Strong sense of brand voice/tone.
Strong copywriting skills and strong grammatical skills.
English language in written, spoken and comprehension skills
Good verbal communication skills
One African language(written) is an advantage