Mid Level Social Media Community Moderator Job May 2024

Mid Level Social Media Community Moderator Job May 2024

Penquin – Mid Level Social Media Community Moderator Job in Johannesburg, Bramley May 2024

Career Opening at Penquin in S.Africa 2024

Jobs description : Mid Level Social Media Community Moderator Vacancy in S.Africa

Job description

Overview
To establish and develop online relationships and engage with social voices/communities for our client brands and promotional campaigns, and provide a full administrative service to the Social Media Manager, to enhance the community-wide and national reputation of both the Penquin and client brands.
This is a critical position within the growing Media Team. The ideal candidate is passionate about cultivating a meaningful social media community, engaging and building relationships with customers and other social communities, and establishing the company as a leader in social media customer service.
We are looking for someone that can thrive in a fast-paced, deadline-driven environment that requires excellent communication skills, a positive and collaborative attitude, and a true passion for putting the customer first.
Detailed job description:

• Develop and oversee owned social media communities and drive audience growth and engagement across social media networks (Facebook, Twitter, LinkedIn, G+, Blogs).
• To master the technical use of Penquins’ social media tool.
• To work with the Social Media Manager and client service teams to ensure social media posts are uploaded and correct according to the approved Content Calendar.
• Manage all marketing lists and ensure the right audience is sent the right marketing collateral at the right time
• To actively monitor and engage with all forms of Social Media (e.g. Facebook, Twitter, Blogging etc.) with regards to our client brands on a daily basis.
• Proactively escalate issues, observations, opportunities, and insights to the relevant team.
• To collate/source information from across a variety of channels in order to generate news-worthy stories and then draft/write online copy for articles, blogs and social media sites for relevant client brands.
• To act as one of the key points of contact for our client’s social media queries, escalate to relevant parties in developing a response process, engaging with potential and existing customers and looking to proactively influence these groups and resolving any arising issues.
• Manage the day to day running and optimisation of Google AdWords accounts.
• Continuously researching relevant and updated live content/news and present to team with regards to Social Media content.
• Directly interact with customers to maximise community engagement and drive positive perception and word-of-mouth for our brand and products.
• Monitor and respond to feedback and support issues on social media in real time (within 30 minutes), in accordance with the company’s guidelines.
• Use enterprise level social CRM system to moderate posts, respond to customers, and collaborate with team members
• Assist relevant social media manager with the collating of and reporting on monthly performance statistics for all communications across all channels, using these statistics to influence future digital activity.
• Triage social media escalations to appropriate internal parties and coordinate with Client Service representatives as needed.
• Leverage reporting and analytics to make informed decisions regarding community management efforts, designed to build and foster the community and relationships.
• Provide ‘voice of customer’ feedback back to product, marketing and customer care, and field operations teams.

Experience level:

• Two years of professional experience, with social community management or online communications
• Community engagement/building experience
• Basic to intermediate skills on Word, Excel and PowerPoint.
• Need to have own transport and valid drivers licence.

Requirements

• True subject matter expertise in social media – significant first-hand experience with major platforms, their differences, benefits and unique features.
• Outstanding written communication skills
• Ability to think quickly on your feet
• Experience with social media aggregator and consumer sentiment monitoring tools
• Excellent interpersonal and communication skills with a strong understanding of messaging and reputation management
• Excellent problem solving and analytical skills
• Strong attention to detail.

Personal skills and attributes required:

• Attention to detail
• Deadline driven
• Self-motivated
• Able to take Initiative
• Willing to learn and ask questions