Reports to – Supervisor: Social Media Community Management
Direct Reports – No
Division – Connected Video
Department – CV Marketing
Key Customers – Showmax
Purpose of the Position:
To connect with existing and potential customers through quality community management, aimed at increasing community retention, customer engagement and conversion to align with marketing strategies, as prescribed by the Social Media Manager.
Key Performance Objectives
Operational Delivery
Manage platforms relevant to designated regions (Countries that fall under East or West Africa)
Identify tactical social media opportunities
Respond to mentions, customer queries and complaints in a timely manner as per the Social Media Manager’s recommendations across all social media platforms
Practice social monitoring and listening to identify trends in conversation
Escalate trends to the correct stakeholders through the identified escalation process
Ensure brand consistency throughout all interactions
Follow up to ensure loops have been closed with customer queries and complaints
Engage with community members through direct messages and comments
Keep track of the latest social media trends and innovation
Reporting & Stakeholder Management
Report on any social media activity as per line manager’s requests/recommendations
Build relationships with customers (both potential and existing), influencers, industry professionals and journalists through quality engagements
Qualifications Essentials:
A Diploma
Qualification Preferred:
Degree advantageous
Experience
Strong engagements with social communities and/or customers on Facebook, Twitter and Instagram
Engagement, sentiment and trend reports
Up to date with relevant industry trends
Creation or contribution to media content
Technical Competencies
Community Management
Customer Support
Customer Engagement
Social Reporting
Ability to understand and interpret Social Media data and insights
Strong engagements with community
Strong customer service, communication and interpersonal skills required
Skilled communicator (Written and verbal)
Up to date with relevant industry trends
Tech savvy
Excellent writing skills
An interest in social and digital trends
Behavioral Competencies (List the key behavioral competencies)
Accountability
Teamwork
Strong communication
Interpersonal support
Perseverance
Motivating
Prioritisation
Analytical Thinking
Apply via :
www.linkedin.com
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