Social Media Community Coordinator at Kaelo

Brand management:

• Ensure content is aligned to our Marketing Strategy and Communication Guidelines.
• Support customer service team by relaying notices and updates of technical issues.
• Oversee day-to-day management of content and ensure brand consistency.
• Leveraging user-generated content to amplify brand awareness and loyalty.

Communication and content:

• Manage all aspects of social media interaction between customers and the company, and ensure a positive customer service experience
• Stay up to date with the latest social media best practices and technologies
• Ensure brand consistency in copy through tone of voice and terminology
• Collaborate with suppliers and internal teams to generate and approve content.
• Ensure content is written for all audiences, is accurate and consistent.
• Responding to all the comments, questions, mentions on all our social media & digital platforms.
• Managing feedback with our customer care service providers.
• Managing Complaints and Escalations.

Quality Assurance & Risk Mitigation: 

• Assist with the quality assurance of content ensuring it is in line with Corporate Identity Guidelines, Legal and Compliance requirements to ensure that we produce high-quality and error-free collateral and manage our brand reputation & risk mitigation.
• Measure Marketing Impact: 
• Ensure all Social Media interactions are tracked, analysing, highlighting effectiveness ,reporting performance and key trends to business.

Qualifications

Required

• 3+ years of social media community management experience
• Excellent knowledge of Facebook, Twitter, LinkedIn, Pinterest, Instagram, YouTube, Google, Hellopeter, WhatsApp and other social media best practices
• Excellent interpersonal and communication skills
• Good understanding of social media KPIs
• Excellent multi-tasking skills
• Critical thinker and problem-solving skills
• Excellent time-management skills
• Customer relationship management and servicing.
• Team player

Preferred;

• The ideal candidate will also have experience in copywriting, blogging and/or digital PR.

EDUCATION: QUALIFICATIONS - ACCREDITATIONS WITH PROFESSIONAL BODY REQUIRED

• Relevant qualification in business, marketing, journalism, public relations, or related field.

TECHNICAL SKILLS OR KNOWLEDGE:;

Required;

• Social Media Platforms & Analytics
• Strong computer skills using Microsoft Office, Adobe Suites and Meta Business Suite

Preferred;

• Proficient in using multi-social posting programs such as Meltwater