Insights Manager

3 weeks ago

Johannesburg, South Africa Hogarth Worldwide Full time

Hogarth Worldwide is the world's leading creative content production company. Born to make the best work brilliantly, we combine craft, insight and technology to bring creative work to life for many of the world's most famous brands.

Reporting Structure: Transcreation Accounts Manager

Key purpose of your job:

- Supporting community management and engagement teams and services for a brand unit.

Primary responsibilities:
1. Consumer engagement:

- Managing all social media platforms for the brands that the IM is responsible for across all the relevant platforms. (Facebook, Twitter, Instagram)
- Respond to all incoming social media enquiries on all social media channels within 24 hours Monday to Friday.
- If queries are escalated to the client, the IM needs to inform the consumer that the brand will revert with feedback soonest.

2. Brand content & insights
- IM to schedule all the relevant brand content (organic and paid) within 24 hours of receiving the content.
- Content creation and conceptualization for special days and ad hoc event every month.
- Live event coverage after hours or over weekend when required.

3. Quality:

- Brand connection: Communicating in the relevant brand persona and tone, being polite, patient, engaging and compassionate with consumers.
- Process adherence: Following the right processes, correctly in terms of tagging, content scheduling, customer care, crisis comms, escalations, opportunity spotting
- Accuracy: Asking the right questions, answering the query /complaint/comment as best as possible considering the quality and accuracy of information.
- Quality: Ensuring correct spelling and grammar at all times.

4. Pro-active work;
- Opportunity spotting: Finding conversations, trends, cultural moments for the brand to "jump on" with relevant content. IM must come up with at least one a month per brand.
- Surprise and delight: Spotting opportunities to reward customers, fans and community members. IM to identify at least one opportunity per month per bran
- where relevant.

5. Teamwork
- Foster and promote a collaborative team environment.

**Requirements**:

- Experience in listening tools such as Crimson Hexagon, BrandsEye, Sysomos, Radian6, etc.
- Critical thinking, a strong understanding of consumer behaviour, and an ability to create easy to understand, actionable reports
- Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy
- Experience in Microsoft Office (Excel, PowerPoint, Outlook)
- Proficiency in at least 3 South African languages (esp. English, Afrikaans, Zulu, and Sotho)

**Diversity and Inclusion**:
**Hogarth is committed to diversity and inclusion, through our ideas, our people, how we behave and conduct ourselves. Creating a truly inclusive culture at all levels of the organisation that encourages different points of view, making Hogarth not only a better company and place to work but an environment where everyone experiences connection, opportunity and a sense of belonging.**:
**Data**:

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