Social Media Consultant at Old Mutual South Africa

Job Description

• As a Social Media Community Consultant your role is to provide exceptional service to our online community by driving positive engagements, protecting, and enhancing the Old Mutual brand.
• You will monitor social media platforms (Facebook, X twitter, Instagram, LinkedIn, Youtube, Tik Tok, Hello Peter etc.) engage with the audience and interactively resolve complaints as well as foster a community spirit by growing the Old Mutual fan base.
• The ideal candidate to join the Social Media Community Management team should thrive in a dynamic, fast paced environment and be able to multitask effectively. To be successful in this role, the candidate must be a dedicated and result-driven professional with a positive, can-do attitude, that will resolve customer complaints in line with our online community strategy and customer service policy.
• Manage social media platforms, particularly Instagram, Facebook, X twitter, Youtube, LinkedIn, TikTok, Hello Peter etc.
• Implement the social media strategy through positive engagements and grow the Old Mutual online community audience.
• Influence the social media strategy using expert knowledge about content and social media communications (content generation, platform technical capabilities, social media analytics) from hands-on experience in the industry.
• Identify social media tactics and adapt content for different social media platforms to engage, entertain and build social media equity for brands.
• Fluently craft engaging and grammatically correct responses that resonate with diverse audiences.
• Act as an advocate of Old Mutual in the social media community, by engaging in dialogues and answering questions where appropriate.
• Deal with escalated client queries or complaints and resolve issues to completion where possible.
• Ensure that communities and platforms are kept up to date and functional by monitoring and responding to conversation where / when necessary and within the agreed SLAs.
• Provide input into the social media strategy by providing knowledge and experience gained in the online environment.
• Meet contracted targets such as response rate, response times and sentiment.
• Ability to work shifts including weekends and public holidays.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

• Matric.
• NQF Level 5: 3-year National Diploma/Higher Cert in Marketing, Communication or similar.
• 3-5 years’ experience in Social Media Community Management, preferably a corporate or financial institution.
• 3-5 years of experience in dealing directly with clients and a have strong knowledge of products and processes across the financial services industry.
• Exceptional social savvy: an in-depth knowledge and interest in social media (including Facebook, X, Instagram, YouTube, LinkedIn, Tik Tok, Hello Peter and more) with an up-to-the-minute knowledge of the latest social trends/platforms and industry best practice.
• 3-5 years of expert knowledge about content and social media communications.
• A strong ability to engage and grow an online community audience.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• Degree in Marketing and Communication preferred.
• Experienced in Copywriting.
• Insight into Web, PR or Online Marketing and Comm's

COMPETENCIES REQUIRED

• Outstanding, witty and creative editorial and online community management skills.
• Highly creative with the ability to think outside the box.
• Strong communication (verbal & written) interactive skills.
• Computer Literacy: Word, Excel, PowerPoint, Outlook.
• Customer Service and complaint resolution skills.
• Ability to work with people and within a team.

Skills

• Communication, Critical Thinking, Facebook, Information Collection, Instagram, Online Communities, Online Marketing, Social Media Communications, Social Media Platform, Thinking skill, Twitter