Social Media Consultant
Listing reference: woolw_000171
Listing status: Under Review
Apply by: 26 November 2021
Position summary
Industry: FMCG & Supply Management
Job category: FMCG, Retail, Wholesale and Supply Chain
Location: Cape Town
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
The Social Media Consultant reports into the Digital Media Communications Lead: Community, and is responsible for nurturing, managing and building the Woolworths social communities in line with our Values and Social Community Strategy.
Job description
- Act as an advocate for and representative of Woolworths within the social media community.
- Moderation, responding to and managing all customer conversations on Woolworths Social Media platforms.
- Escalating community issues to the Community Lead timeously and managing crisis social communication when required.
- Maintaining effective internal Woolworths communication channels, allowing for the prompt and accurate dissemination of information and feedback to all relevant parties, e.g. Stores, PR, Online, Marketing, etc.
- Monitoring alerts, online community tools, technologies and applications and produce weekly and monthly CRM and Trade reports, in line with guidelines and targets set by the Head of Digital.
- Keeping abreast of local and international social community content trends.
- Assisting in developing content and community strategies that foster community spirit and engaging dialogue in line with the Woolworths Brand Values.
- Implement/roll out of community content tactical action plans.
- Liaising with Online/Brand/Business Unit and the broader Customer Care Team as to appropriate online customer journeys.
- Navigation of all service centre processes & tools to resolve customer queries/complaints.
Minimum requirements
- Degree or Diploma in Journalism/Communication/Marketing/Advertising.
- 3 - 5 years’ experience in a social media community customer engagement role.
- 2 years’ writing experience.
- Exceptional command of the English language and excellent communication skills (written and verbal).
- Knowledge of content and community strategy.
- Knowledge of online social and content industry and market trends.
- Knowledge of social platforms, industry technology and tools.
- Call Centre process & systems knowledge.
- PC Literacy: MS Office suite.
- Experience in crisis management.
- Project management experience.
- Business writing skills.
- Attention to detail.
- Strong administration and interpersonal skills.
- Ability to work independently and as part of a team.
- Business acumen.
- Ability to work flexible hours including weekends.
- Energy and resilience.
- Ability to work on multiple projects.
