Social Media & Online Reputation Management Specialist

SUMMARY:
Our client is seeking a Social Media & Online Reputation Management Specialist to lead the execution of social media strategies, paid campaigns, and online brand reputation initiatives. The successful candidate will play a pivotal role in shaping and maintaining a strong digital presence for the company across various platforms. This includes managing content calendars, paid media, social listening, community engagement, and addressing brand perception issues across all relevant channels.
The role also includes supporting the broader marketing team with digital campaign insights, community engagement strategies, and reputation management reports to enhance customer engagement and protect brand integrity.

POSITION INFO:

Minimum Requirements

• Matric (Grade 12)
• Bachelor’s Degree or National Diploma in Digital Marketing, Communications, Business Management, or a related field

• At least 5 years of experience in social media and/or digital marketing management, including paid media
• Proven experience with platforms such as Facebook Business/Ad Manager, LinkedIn Campaign Manager, and YouTube Studio
• Strong background in social media listening, analytics, and performance reporting
• Familiarity with online reputation platforms such as Google Reviews, HelloPeter, and others
• Previous work in agency environments or internal digital teams within consumer-facing brands preferred

Key Responsibilities

Social Media Management

• Manage and grow multiple social media platforms including Facebook, Instagram, LinkedIn, Twitter, and YouTube
• Develop and schedule content calendars across platforms
• Oversee content development, creative direction, and copywriting
• Set up, optimise, and manage paid social media campaigns (especially Facebook and LinkedIn)
• Monitor and analyse campaign performance, producing regular reports and recommendations
• Track trends in social media and digital engagement, advising the broader team on opportunities
• Collaborate with internal teams to align marketing goals with digital strategies
• Manage leads and customer interactions via integrated CRM systems
• Optimise Facebook Chatbots and lead nurturing workflows

Community Management

• Actively engage with communities on social media platforms
• Provide timely and professional responses to customer queries, compliments, and complaints across social media, Google Reviews, HelloPeter, and other platforms
• Monitor community feedback, manage engagement metrics, and escalate issues when needed
• Assist in driving positive engagement during events and campaigns

Online Reputation Management

• Monitor digital channels for brand mentions and sentiment
• Use ORM tools to track sentiment, share of voice, media classification, and engagement
• Respond to online reviews and work to convert negative feedback into positive brand experiences
• Develop strategies for proactively increasing positive reviews and content
• Deliver reputation reports and insights with actionable recommendations
• Identify potential risks or crises and apply conflict resolution principles

Digital Marketing Support

• Support the marketing team in the development and analysis of digital campaigns
• Assist with content marketing and performance reporting across all platforms
• Conduct competitor analysis and trend reporting
• Contribute to campaign planning and execution with a digital-first approach

Technical Competencies

• Facebook Business Manager / Ads Manager
• LinkedIn Campaign Manager
• YouTube Studio and Analytics
• Instagram for Business
• Google Analytics and Google Data Studio
• CRM & chatbot integration platforms
• ORM Tools (e.g., sentiment analysis, share of voice tools)
• Proficiency in Microsoft Office Suite and other digital marketing platforms

Essential Skills and Attributes

• Strong copywriting and communication skills
• Excellent understanding of digital and social media platforms
• Solid knowledge of paid media, campaign optimisation, and performance analytics
• Ability to identify and mitigate reputational risks
• Proactive and solutions-oriented
• Highly organised with strong time-management skills
• Analytical thinker with strong attention to detail
• Customer-focused with a professional approach to social engagement
• Resilient and able to work under pressure
• Collaborative mindset with a willingness to learn and adapt