Introduction: 

Social media is a great platform to attract new customers and grow your audience. It also presents as an excellent avenue to keep in touch with and manage existing customers, but also creates a channel through which customers provide feedback on their shopping experience, which require resolution and redress .

The purpose of the job: 

The social media customer engagement manager must therefore make use of social platforms to: engage in strategic external listening, manage the group’s reputational risk, promote positive customer engagement, positively influence the perception of the Group and its brands, and professionally and swiftly resolve customer complaints, in conjunction with the customer relations manager. Ultimately, this role is responsible for social customer care and the protection and promotion of the Group’s reputation within social communities.

The ideal candidate for this role would possess the following qualifications, experiences, knowledge and skills:

• Diploma/degree or equivalent in social media, communications and/or journalism
• Editorial media journalism (three to five years)
• Social media complaints management (four to six years)
• Managing or leading a team of social media agents (two to three years)
• Social media (blogging, Facebook, Twitter) – (four to six years)
• Customer service complaint handling – (three to five years)
• Written communication skills – English and Afrikaans
• Verbal communication skills – English and Afrikaans
• Analytical and critical thinking
• Social media analytics
• Experience using any social media engagement tool
• Ability to identify reputational risks

Job objectives include but are not limited to: 

1. People management

2. Customer engagement on social media platforms

3. Strategic evaluation of reputational risk

4. Internal communication

5. Reporting

If this role interests you and you would like to learn more, please click to view the full job description, register and apply.

We hope to hear from you soon!

Posted on 06 Mar 16:42