Social Media Servicing Manager

-Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Metropolitan provides practical financial solutions for people, communities and businesse
Role Purpose

This role takes care of the online reputation management of the Momentum Brand by acting as a bridge between the brand and the community it services. The primary function is to assist clients with their queries, complaints, questions and sales requests, ensuring that they are resolved in a timeous matter.
Requirements
- Degree/Diploma in Marketing, Digital, Communications, Journalism, Business or related field
- Social Media Management Qualification
- 3-5 years experience as a community manager or in a related role
- 1-3 years in a service management role
- 1-2 years content writing or related experience
Duties & Responsibilities
- Engage real-time with our audience and customers across our social channels to enhance their brand experience and ensure their queries are addressed timeously.
- Respond to comments and customer queries in a timely manner to enhance and maintain client experience. Adhere to benchmarked response turn-around times.
- Define fair and innovative client service practices which builds rewarding relationships, and allows the team to provide exceptional client service.
- Identify and recommend actions based on insights and patterns observed to enhance the social media service experience. Highlight positive reviews from clients
- Liaise with Product Development and Sales departments to stay updated on new products and features to ensure responses to clients are informed and accurate.
- Engage with key internal and external stakeholders to identify changing client needs and make recommendations to align service offering with client needs.
- Liaise with the Reputation Management team and make sure they are kept abreast of all potential crisis brewing on social media.
- Monitor and report on feedback on online reviews to harness insights to improve client engagement.
- Monitor and report on the monthly service queries. Use this information to astutely identify patterns and gaps in the system that can be improved to enhance the social servicing experience.
- Present insights to the business in order to create systems and processes that improve the social media service user experience.
- Identify needs and gaps within own function and be able to articulate requirements to improve on the roles function.
- Stay up-to-date with digital technology trends to enhance online presence and interventions.
- Build and maintain relationships with clients and key stakeholders in the business e.g. Service department and crisis comms department.
- Contribute to a client service excellence culture which builds enduring relationships and allows the team to provide exceptional client service.
- Recommend forums that allow the community managers in Momentum to align and connect to improve the social servicing landscape in the business.
- Develop client service level agreements and standards in order to ensure clients receive clear and accurate information and are kept informed at all times.
- Drive efforts to improve client service and fair treatment of clients within area of responsibility.
- Incorporate client feedback into the enhancement of daily business processes and management operating systems.
- Understand the SACSI award metrics/criteria as a base to create KPI’s. Use these KPI’s as levers to create shifts for the brand in the online service managent space. KPI’s will be used as a way to measure efficacy of the function.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
- Partner with the engagement community manager to align on tone of voice and social media responses.
- Co-create FAQ’s and a response document with community managers across the business.
Competencies
- Knowledge of online marketing and marketing channels
- Knowledge of insurance industry
- Knowledge of social media networks /platforms
- Knowledge of competitor landscape
- Knowledge of social media management
- Knowledge of social media best practices (service)
- Knowledge of various analytical software
- Relationship Management
- Excellent verbal and communication
- Planning and Organising
- Networking and relationship building
- Time management
- Excellent written communication
- Presentation
- Interpersonal
- Stakeholder management
- Problem solving