Social Media Customer Engagement Manager

Recruiter:

Ad Talent

Job Ref:

2716180151

Date posted:

Monday, October 25, 2021

Location:

Cape Town, South Africa

SUMMARY:
-

POSITION INFO:

As the Social Media Engagement Manager, you will be part of delivering multi-channel customer care to some of the most recognised supermarket brands in South Africa.

The purpose of the Social Media Customer Engagement Manager role is to leverage social media platforms to connect with the customers. The role engages in both tactical and strategic external listening to shape customer communication in terms of immediate customer complaint resolution, and longer-term proactive customer perception building aimed at positively influencing the social media community with regards to the reputation of the business. The role works alongside the Customer Contact Centre and Communications teams to forge an aligned message to the customers.

This role requires a creative mindset, skilled communication and the ability to anticipate and forecast a fresh view of customer trends.

Role Description:

Responsible for managing the social media customer engagement function according to agreed standards, and promoting and protecting the reputation of the business within social communities.

Qualifications

Relevant Degree in Communications, Journalism or equivalent

Experience

+3 years’ experience in a customer interfacing capacity within a Customer Service Centre, Contact Centre or equivalent role, managing the design, development and delivery of Social Media Customer Engagement frameworks, policies, procedures and guidelines.

Knowledge and Skills

Exposure to Social Media Complaints Management and oversight of leading a team of Social Media Officers, including resourcing and knowledge building.
Demonstrable knowledge of social media (Blogging, Facebook, Twitter), Reputation Management and Social Media Analytics.
Exposure to statutory requirements, applying and monitoring relevant laws, regulations and best practices as they relate to customers and social media platforms

Applicants must be willing to work shifts which includes Saturdays, Sundays and Public Holidays until 21:00

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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