Social Media & Online Reputation Management Specialist

SUMMARY:
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POSITION INFO:

Purpose of The Job

The Social Media & Online Management Reputation Specialist will stay on top of the social media trends. The utmost role and responsibility of the Social Media & Online Management Reputation Specialist is to create and maintain a favorable brand image of the company and its products. The incumbent is in charge of every social media account of the company’s brands and monitors how the brands are engaging with the audience, along with other pertinent metrics. This person will assist and implement paid media ads on these social media channels and furthermore, will handle the negative publicity on various review and rating platforms and websites.

To co-ordinate and assist in the management of social media channels, including Facebook, Instagram, LinkedIn, YouTube, amongst others, and manage social community management to ensure a professional brand presence on these social media platforms. Amongst the responsibilities, the role will help keep up with online reputation, support the Marketing team and track media performance

Minimum Requirements:

• Matric (Grade 12)
• Bachelor’s degree or National Diploma in Digital Marketing, Business Management, Communication, or related field
• 5+ years of experience in Social Media Management and/or Digital Marketing management and Paid Media Management in a fast-paced environment
• Experience either within social media agencies or within digital/social media departments in creative and strategic brands
• Experience in Facebook Business/Ad Manager/ LinkedIn Campaign Manager, YouTube Studio
• Experience in social media listening, insights tools, analytics, reporting
• An understanding of the social web, including blogs, forums, social networks, microblogs, photo/video sharing, ratings, and reviews, etc.
• Experience in leveraging social media with consumer support, and working with consumer support teams

Main Responsibilities:

Social Media Marketing

• Extensive experience working with Facebook, Instagram, LinkedIn, Twitter, and YouTube
• Creation, implementation and scheduling of content calendars across social channels, namely Facebook, Instagram and LinkedIn
• Oversee the development of creative/assets and copywriting for social channels
• Facebook Page management of various brands
• In-depth knowledge of Facebook Business/Ads Manager
• Set up, manage, and optimise paid media campaigns across various social channels, namely Facebook and LinkedIn, and drive results using paid media on these channels
• Optimise and manage Facebook Chatbots
• Create specific strategies and objectives, help formulate and execute plans, manage the implementation thereof and report on objectives and ROI.
• Assist with analysing data from the various platforms, providing feedback and ensuring the implementation of any new strategies
• Extensive knowledge in digital and social analytics
• Manage Social Media Interactions and Leads via the CRM platform
• Analyse campaigns and translate anecdotal or qualitative data into recommendations and plans for revising social media, content marketing, and social advertising campaigns.
• Identify emerging social and digital trends and communicate this with the rest of the team
• Collaborate with Digital Marketing Manager and other teams, like marketing, sales, and customer service
• Copywriting (would be an advantage)
• Content Marketing (would be an advantage

Community Management

• Daily monitoring and community management of multiple social media accounts
• Provide Social Customer Service by responding to queries, complaints/compliments in a professional and timeous manner on social media and online platforms, namely Facebook, Google, HelloPeter and other platforms
• Manage reporting so to analyse the data from the various platforms, and provide feedback to the Digital Marketing Manager

Online Reputation Management

• Actively monitors mentions of the brands on social media and other digital platforms
• Proactively engages on such platforms and assists in building positive brand perception and reputation
• Custodian of ORM tools and creates and manages reporting using such tools
• Become an advocate for the company in social media spaces, engaging in dialogues and answering questions where appropriate
• Develop organizational elements in order to implement a proactive process for capturing happy, loyal customer online reviews
• Monitor trends in social media tools, applications, channels, design and strategy
• Implement ongoing education to key stakeholders to remain highly effective
• Identify threats and opportunities in user-generated content surrounding the company. Report notable threats to appropriate management
• Perform competitor reviews and share with appropriate management
• Monitor effective benchmarks (Best Practices) for measuring the impact of social media campaigns. Analyse, review, and report on effectiveness of campaigns in an effort to maximize results
• Spotting opportunities to generate positive social media coverage and managing social media at events and initiatives
• Social Media listening & Online Reputation Management as well as generating and presenting actionable insights to maintain a positive sentiment for the brand
• Reaching out to dissatisfied customers is an important procedure to control negative reviews
• Focusing on forums, tweets, images, or publishing positive reviews is also the responsibility of a reputation manager

Digital Marketing:

• Assists the marketing team in all other functions as required
• The incumbent will support the Marketing team with research, analysis and designing for social media campaigns within the Company

Technical Expectations:

• Social Media
• Facebook Page, Creator Studio and Facebook Business/Ads Manager
• LinkedIn Page and LinkedIn Campaign Manager
• Instagram Pages and Business/Ads Manager
• Twitter campaign analytics
• Instagram campaign analytics
• Twitter Analytics Report
• Facebook Analytics Report
• Instagram Analytics Report
• YouTube channel Analytics Report
• LinkedIn Analytics
• Twitter Comparison
• Facebook Comparison
• Instagram Comparison
• YouTube channel Comparison
• Facebook Ads Insights
• Facebook Insights
• Audience Creation
• Ad optimisation
• Google Analytics
• Google Data Studio

Online Reputation Management:

• ORM is expected to work on the following areas, manage proper reporting & recommendations and take necessary corrective steps:
  • Share of voice report
  • Sentiment analysis report
  • Media Type analysis report
  • Media Classification report

Key Skills and Competencies:

• In-depth knowledge of Social Media channels
• In-depth knowledge of Facebook Business/Ads Manager
• Solid understanding of copywriting and digital marketing
• Knowledge of relevant Marketing and Sales processes and procedures (including Digital and Social Media)
• Advanced Computer Literacy (MS Office Suite; other relevant discipline-specific software programs)
• Communication skills (both verbal and written)
• Possesses great ability to identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues
• An understanding of the social web, including blogs, forums, social networks, microblogs, photo/video sharing, ratings and reviews etc
• Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy and conflict resolution principles to mitigate issues
• Maintains excellent writing and language skills
• Makes evident good technical understanding and can pick up new tools quickly
• Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy and conflict resolution
• Organised and able to multitask