Social Media Manager

1 week ago

Durban, South Africa Webhelp Full time

**Job Advert**
Are you a regular user of social media and well-immersed in the social environment? Are you in-depth knowledge of and have interest in current developments and trends affecting online media and digital technologies?

At Webhelp, we are looking for a Social Media Manager who knows how to turn ideas into real-world success stories to join our Durban office. We want someone committed and passionate that assist understanding our performance and provide valuable insight on how we can continue to serve customers in the social space.

You’ll be joining our fun-loving global community of more than 100,000 passionate people who work across 190 locations in over 50 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

**What you’ll be doing**
- Developing and continually improving Social Media as a Customer Service channel offering for our client’s customers
- Developing detailed analyses of contact centre performance in relation to social media such as answer rate, customer sentiment to highlight areas for improvement and best practices across the sites and languages
- Working closely with the client’s digital marketing teams, customer service teams and marketing agencies to ensure alignment across all areas
- Developing hypotheses and test them out to continually improve the social experience, whether that is how we publicly respond to our client’s customers or how we can work more efficiently internally
- Doing Social listening, monitoring and informing us and our client of what customers are talking about, issues they are experiencing as well as being at the forefront of digital trends
- Attending regular client meetings at their headquarters and contributing to the account’s weekly, monthly and quarterly business reviews
- Reviewing and enhancing the social processes, whether that be internal, with the client or with their third-party agencies

**What you’ll need**
- Demonstrable leadership and management skills gained in a customer-focused environment
- Digital marketing degree or substantial relevant industry experience
- Extensive experience in developing and managing social media strategies with proven positive outcomes
- Experience copywriting for digital and social
- Able to build effective internal and external stakeholder networks within an international setting
- Excellent presentation, reporting and project planning skills with a keen eye on PowerPoint
- Confident and pro-active, tackling challenges head on, working with stakeholders to execute the best possible solutions
- Able to work on competing priority activities at any point in time

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity so please check all of folders for the link after applying. Take this opportunity advance your career with our collaborative team of game-changers today.

Job Reference: SA01785

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