Job Description
Role Profile
We are looking for a hard-working, technically savvy, creative and analytical individual to join our team as a Social Media Associate. This role will engage an active our company’s online community centered on trust, professionalism and relationship building. He /She will be responsible for creating content, monitoring and posting on all company’s social networks.
Key Responsibilities:
• Content strategy and calendar:Work with the customer Experience Manager to create and implement monthly social media strategies; Create actionable plans to both grow and maintain followers through popular social media platforms such as Twitter, Facebook, Instagram and LinkedIn. Develop content calendars on a weekly and monthly basis for all business units. Schedule and promote content across social channels to drive engagement, clicks, and conversions.
• Content creation and planning: Develop relevant content topics for the company’s target customers including creating, curating, and managing all published content (images, video, written and audio). Develop the Social media graphics for all profiles: Facebook cover, profile pic, thumbnails, Instagram, Twitter, etc. Update posts to include relevant keywords for search engine optimization.
• Customer engagement: Respond to all customer queries and concerns raised through social platforms. Supervise all aspects of social media interaction between customers and the company and ensure a positive customer service experience. Monitor online reviews and respond to each review timely and with care. Act as an advocate for the company in social media spaces, engaging in dialogues and answering questions where appropriate in consultation with the Customer Service Manager.
• Brand development: Drive the growth of organic social postings across the various social media platforms and relevant channels for the organization. Create and manage an online review funnel for building online reviews and reputation. Work closely with the Customer Experience Manager to grow and expand the company social media presence. Ensure brand positioning and consistency in social media messages by working with the communications and sales team to guarantee consistent tone, voice and terminology.
• Employer Branding:Work closely with the Talent Acquisition Manager to come up with and share relevant content on LinkedIn to push our employer brand and create awareness of the organization. Support the delivery of content aimed at attracting the top talent in the market and set up Kyosk as the employer of choice within the market. Collaborate with the Talent Manager to drive conversation and engagement on the platform.
• Reporting and analysis: Monitor progress on all platforms and utilize analytical tools such as Google Analytics to prepare reports on campaigns based on the analytics. Monitor trends in social media tools, applications, channels, design to aid the development of relevant strategies to capitalize on the trends. Compile and provide timely feedback reports regarding service failures or customer concerns raised through the social platforms.
• Other duties within the Customer service department as assigned by the Customer Service Manager.
Minimum Requirements and Key Skills:
• At least 2 years professional experience managing a brand or organization’s social media platforms;
• A bachelors degree in Marketing; Business or related field. A professional qualification in related field is an added advantage;
• Marketing background is an added advantage;
• Excellent knowledge of social media platforms especially Facebook, Twitter, LinkedIn and Instagram;
• Analytical with the ability to identify trends in social data utilizing programs such as Google Analytics, Facebook Insights, Twitter Insights, etc;
• Customer relationship management use and service-first skills;
• Familiarity with graphic design and/or social management tools and editing tools particularly Photoshop is preferred;
• A strong grasp on cultural movements and trends and how they impact social media;
• Outstanding writing/editing skills, with the ability to transform your writing style into the voice of our brand;
• Ablity to balance many tasks from multiple departments;
• Social media and tech junkie, with knowledge of current on trends, apps, social platform updates, and devices
• Adaptable, curious, eager to learn and grow as a social media marketing professional.
Competencies and Skills
• Creative and Innovative Thinking;
• Commercial Appreciation;
• Team Player;
• Tech Savvy;
• Customer Focus;
• Relationship Management;
• Strong Communication Skills;
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