Consultant : Social Media Community at Old Mutual

Job Description

• We’re looking for a dynamic and digitally savvy Social Media Community Consultant/Manager to join our social media team. In this role, you’ll be the voice of the brand across our social platforms, managing conversations, nurturing relationships, and fostering a vibrant online community that reflects Old Mutual’s purpose and values, to be based in Cape Town at our Pinelands Offices.
• You’ll be responsible for implementing and integrating Old Mutual’s online community strategy across key platforms, which include but are not limited to Facebook, X (Twitter), Instagram, and LinkedIn. This includes driving meaningful engagement, ensuring timely and accurate responses, and growing an active, positive community around the brand.
• The role is fast-paced and deadline-driven, requiring strong collaboration with both internal teams and external partners. The ideal candidate is proactive, customer-focused, and comfortable working in an environment that demands agility, empathy, and professionalism even outside of core working hours when needed.

Responsibilities : 

Community Management & Engagement

• Act as the frontline voice of Old Mutual across platforms including Facebook, X (Twitter), Instagram, LinkedIn, and others.
• Monitor and respond to conversations timeously via Data EQ Engage, ensuring SLAs and tone-of-voice guidelines are met.
• Foster genuine two-way communication with customers and followers, maintaining a positive and informative brand presence.
• Escalate, track, and resolve customer queries in collaboration with internal business units.
• Advocate for customers internally by sharing insights, feedback, and emerging trends.

Customer Service & Reputational Management

• Handle complex or escalated social media queries with empathy and professionalism, ensuring swift and effective resolution.
• Manage reputational risk by identifying and escalating potential issues or crises early.
• Partner with Legal, Compliance, and Communications teams to ensure accurate, brand-safe responses.
• Champion best-in-class digital customer service that reinforces trust in Old Mutual.

Campaign Support & Strategy Implementation

• Support implementation of the social media strategy by collaborating with the broader social media, content, and marketing teams.
• Drive efficiencies in community management workflows and share feedback for continuous improvement.
• Provide valuable insights from customer interactions to inform campaigns and content planning.
• Help execute engagement strategies that build community, advocacy, and brand affinity.

Monitoring, Reporting & Insights

• Track performance metrics, engagement trends, and sentiment shifts across social platforms.
• Deliver weekly and monthly.
• Identify key learnings and opportunities to improve response quality and turnaround time.
• Monitor emerging trends and competitor activity to keep Old Mutual’s social presence relevant and competitive.

Risk & Compliance

• Adhere to all risk, compliance, and governance requirements for digital channels.
• Maintain confidentiality and ensure responsible handling of customer information.
• Support internal audit and assurance processes as needed.

Requirements 

• Matric and a relevant 3-year qualification (preferably in Marketing, Communications, or a related field).
• 2+ years’ experience in social media community management, ideally in a corporate or financial services environment.
• Experience using Data EQ Engage (or similar social media tools).
• Proven ability to manage high volumes of social media interactions with professionalism and accuracy.
• Strong understanding of online customer engagement, digital reputation management, and social media best practices.
• Excellent written and verbal communication skills.
• Strong stakeholder management and problem-solving ability.
• Comfortable working flexible hours, including weekends or after-hours during peak periods or crises.

Skills & Competencies

Social Media Expertise

• Deep understanding of major social media platforms (Facebook, X/Twitter, Instagram, LinkedIn, YouTube, TikTok).
• Knowledge of community management best practices, tone, and engagement techniques.
• Experience using social media management and reporting tools.
• Strong understanding of digital trends and how to apply them in a corporate context.

Customer Engagement & Communication

• Exceptional written and verbal communication skills.
• Ability to adapt tone and messaging for different audiences and scenarios.
• Empathy and professionalism when handling customer queries or complaints.
• Conflict resolution and active listening skills.

Brand & Reputation Management

• Strong awareness of brand voice and reputation management principles.
• Ability to identify, escalate, and manage potential crises quickly and calmly.
• Sound judgment when balancing customer needs with business priorities.

Analytical & Reporting Skills

• Ability to interpret social media metrics and derive actionable insights.
• Competence in preparing performance reports and highlighting key trends.
• Detail-oriented, with the ability to track engagement, response times, and campaign impact.

Collaboration & Relationship Building

• Works well across teams (Marketing, Communications, Customer Care, Legal, etc.).
• Builds strong internal and external stakeholder relationships.
• Open to feedback and proactive in sharing insights that can improve strategy or process.

Personal Attributes

• Highly organized with excellent time management skills.
• Calm under pressure and adaptable to changing priorities.
• Deadline-driven and self-motivated with a strong sense of accountability.
• Passionate about delivering great customer experiences.
• Flexible to work outside regular hours when required.
• Core Competencies (aligned to Old Mutual values)
• Customer First: Puts the customer at the heart of every interaction.
• Collaboration: Works effectively with diverse teams and perspectives.
• Agile Innovation: Adapts quickly and embraces new ways of doing things.
• Leading with Influence: Communicates with confidence and credibility.
• Personal Mastery: Committed to continuous learning and growth.
• Change as a Way of Executing: Thrives in an evolving digital landscape.

Skills

• Action Planning, Analytical Thinking, Data Analysis, Database Reporting, Data Compilation, Data Interpretations, Digital Literacy, Evaluating Information, Executing Plans, Gaps Analysis, Management Reporting, Media Management, Numerical Aptitude, Report Review, Solution Analysis

Competencies

• Business Insight
• Communicates Effectively
• Cultivates Innovation
• Customer Focus
• Decision Quality
• Manages Ambiguity
• Manages Complexity
• Optimizes Work Processes

Education

• NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

• 04 November 2025