Social Customer Care Manager
Position summary
Introduction
Job description
· Ensure Woolworths social media communication reflects the Values of our business including Customer First, Quality, Inspiration, In Touch, Responsibility, Integrity and Collaboration.
· Monitor customer engagements on social media channels and report on trends, sentiment and performance of content with a customer lens.
· Respond to and resolve customer questions and concerns on all topics – positive and negative - regarding store, online and marketing operations.
· Escalate legal concerns and perceived social media crises.
· Strengthen the social media community online and protect the Woolies reputation.
· Welcome, encourage and nurture customer connections with our brand on social media, including exploration of up-selling and cross-selling opportunities.
· Capable of actioning measurement tagging, reporting and analytics, messaging, branding, some creative and content, and the necessary backend technical updates needed.
· Responsible for staying abreast of the latest trends in platform-specific social media communications in order to strengthen our messaging and brand positioning.
· Weekly and monthly reports to be compiled and supplied as needed.
Minimum requirements
· Relevant diploma/ degree
· Minimum 5 years of experience with a firm understanding of Customer Care tasks and Digital Marketing and Communications practices.
· Excellent written, verbal and presentation communication skills.
· Ability to deal with stress and the ability to manage emotionally charged scenarios
· Strong stakeholder management skills
· Balanced creative and analytical thinking style
· Ability to make effective, agile decisions
· Energy and resilience
· Knowledge of content channel strategy, marketing metrics, CRM, acquisition databases, search, web technologies, social media analytical tools.
· Keen understanding of content optimization through consistent tone, visual and brand guidelines, and key messaging.
· Experience effectively collaborating across multiple teams, business units and managing agencies.
· Results oriented.
· Ability to influence and persuade key stakeholders.
· Plays a leading and supporting role in implementing initiatives at team level.
· Self-motivated with the ability to challenge the status quo and inspire others
