Within our growing Marketing team, we have our own in-house agency, including a full-service digital complement. We are looking for an enthusiastic, customer-centric individual to take over the community management for a number of brands within our diverse portfolio.
The ideal candidate will be responsible for managing and engaging with the organisation''s online community in a way that builds brand awareness and long-lasting customer relationships. They will work cross-functionally with internal partners to understand business objectives in order to communicate effectively with customers.
Our ideal candidate will work independently and under pressure, multitask and problem solves like a pro, have excellent written and verbal communication skills will manage conflict well, and display superb time management skills.
Ensure reporting and insights are managed against targets set.
Timeously respond to comments and customer queries, both online and via email.
Monitor and report on feedback and online reviews/sentiment.
Coordinate with Marketing, PR, and Communications teams to ensure brand consistency.
Build relationships with customers, potential customers, industry professionals, and journalists through the brand.
Stay up to date with digital technology trends.
Respond directly to customer care issues: escalate to required parties for answers, and feedback to the client as efficiently and effectively as possible.
Extend the voice of the brand and engage with fans daily.
Work in close collaboration with the Head, Communications Brand Managers, Digital Campaign Manager, and Creative team to provide creative ideas and solutions and meet brand strategic requirements.
Maintain brand CI and DNA standards across all brands and media.
Are you this person?
Do you have a minimum of 2 years'' work experience as a Community Manager?
Do you have experience with social media platforms and customer-care brand behaviour.
Do you have experience with social media tools such as Falcon, Hootsuite, etc.?
Are you able to work in partnership across multiple departments to develop customer engagements that feed into the strategic goals of the business?
Can you handle customer care complaints/ fast-track to management or customer care/ real-time resolution?