Social Media Community Manager (Everyday Banking) at Absa

Job Summary

BRIEF OVERVIEW OF THE SPECIFIC BUSINESS UNIT:
This role is within RBB: Everyday Banking in Customer Experience within the Enablement Team, reporting into Head: Customer Experience.

BRIEF OVERVIEW OF THE ROLE:

• An exciting role that focuses on effective management and optimisation of the social media operations focusing on customer management across all the bank’s products. This management role will work with a dynamic team of social media consultants who will primarily focus on customer service within the social media space.
• The role will also collaborate closely with various internal stakeholders and teams, including the Complaints Management, Product and Channel, to improve customer management and engagement on the various social media platforms. It is suitable for a person with a pioneering mindset who thrives in a fast-paced environment and understands the dynamics of social media in the banking industry.

Job Description

KEY RESPONSIBILITIES:

The high level duties of the role:

• Redesign and optimise the operations for the social media team and how customers are serviced
• Effectively manage customer feedback and complaints emanating from social media
• Manage a team of social media consultants and equip them with necessary tools and knowledge to adequately service customer queries and complaints
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Designing and implementing effective online conversation analysis tools using Brands Eye and other tools
• Manage communities located in social networking platforms, including Facebook, Twitter, and other similar social media outposts, by monitoring and following conversations and platforms closely
• Regularly feedback insights gained from community monitoring to business stakeholders to help them evolve their strategies by using reporting and tracking tools available.
• Provide input into media campaigns concerning social media platforms by providing knowledge gained from insights and relevant MI relating to historical data
• Monitor effective benchmarks for measuring the community's growth, analyze, review, and report on the effectiveness of new initiatives by using the available reporting tools.

MINIMUM REQUIREMENTS:

• Relevant B -degree in business /marketing or equivalent NQF level 7 qualification
• At least 3-5 years Operations Management / Service experience
• Supervisory Experience
• At least 3-5 years banking ⁄ marketing/ financial services environment experience

Advantageous

• Digital Marketing / Social Media community management experience
• Marketing / PR experience

WHAT’S ON OFFER:

• Great Team environment
• Autonomy to produce excellent results and drive excellent customer experience.
• Opportunity to influence and interact with senior management and a broad range of stakeholders
• Work in a multi-disciplinary environment
• Opportunity to discover and learn
• Opportunity to co-create groundbreaking solutions for the customer

Education

• Bachelor`s Degrees and Advanced Diplomas: Communication Studies and Language (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised