Social Media & Content Manager at Hire Resolve

Job Description

• A popular South African lifestyle brand that specializes in manufacturing and distributing vapes, vaporizers, and smokeless nicotine alternatives, is seeking a Social Media & Content Manager who will own the social calendar and approvals, create and publish content, manage account credentials, enforce community standards, coordinate influencers, run email and AI responders, and report monthly on KPIs.

Responsibilities:

• Planning & Publishing: Own a monthly social content calendar per brand/platform (Instagram, Facebook, TikTok, LinkedIn, etc.). Submit to the Brand & Trade Marketing Manager (brand check) and Commercial Operations Manager (approval) by the 20th of the prior month.
• Content Creation & Archiving: Create copy, short-form video, photography, and stories using Designer templates. Maintain a dated content library with usage rights.
• Credential Management: Administer all social, business-manager, and ad accounts under company details using a company password manager with 2FA on company devices. (Founder holds super-admin rights).
• Access Control: Maintain an access register, grant least-privilege access to internal teams/agency partners, revoke access within 1 business day of departure, and conduct quarterly access audits with the Founder.
• Handle Acquisition: Secure brand handles for new brands/markets (including US and SA launches) ahead of time.
• Guidelines & Governance: Maintain brand-specific tone of voice, response SLAs, reply templates, hide/delete rules, and escalation paths.
• Customer Interaction: Monitor comments/DMs/chat. Supervise AI-first response workflows, ensuring e-commerce queries (orders, deliveries, refunds) route to the E-commerce Assistant the same business day.
• Compliance & Crisis Protocol: Apply age-gating and strict compliance rules for vaping content. Monitor sentiment, log issues, pause scheduled posts during negative spikes, and align public responses with Leadership.
• Vetting & Contracting: Shortlist creators against campaign briefs (audience demographics, engagement, brand fit). Coordinate written agreements (deliverables, rights, FTC/ARB disclosures, payment triggers) signed off by Commercial Operations and Finance.
• Execution & Compliance: Review content before it goes live. Enforce vaping rules: no creators under 25, no audiences skewing under 18, and no paid promotion on restricted platforms.
• Tracking: Maintain a log tracking reach, engagement, discount code usage, and ROI prior to payment release.
• Email Campaigns: Plan and execute POPIA-compliant scheduled marketing emails (opt-in only; age-verified for vaping).
• AI Responder Management: Maintain the AI responder’s knowledge base (prices, FAQs, policies) and rules (no health claims, age verification required).
• Quality Assurance: Audit 25+ AI conversations weekly, log errors, and update the knowledge base within 1 business day of policy/price changes. Train and back up the E-commerce Assistant on AI handovers.
• Performance Tracking: Deliver monthly performance reports per brand/platform detailing follower growth, reach, engagement rate, response times, creator ROI, and email/AI performance.
• Attribution: Ensure all links use UTM parameters and creator codes to trace web store traffic and orders.
• Goal Setting: Establish baselines during the first 90 days and agree on growth/conversion targets with the Commercial Operations Manager.
• This Role Owns: Social content calendar, account administration, community management, organic content creation, creator execution, email campaigns, AI responder rules/QA, execution of approved paid social, and monthly KPI reporting.

Minimum Requirements:

• Education: Matric plus a Diploma, Degree, or recognized certificate in Marketing, Communications, Digital Media, or equivalent experience.
• Experience: Minimum 3 years' hands-on brand social media management, including at least 1 year personally owning content calendars and publishing across 3+ platforms.
• Content Creation: Confident short-form video shooting and editing (CapCut, InShot, Premiere Rush, etc.), product photography, and adaptable copywriting.
• Account Administration: Hands-on experience administering Meta Business Suite / TikTok Business accounts (roles, 2FA, asset management).
• Email & Analytics: Experience running scheduled B2C email marketing (e.g., Mailchimp, Klaviyo) and building Excel/Google Sheets reports with UTM tracking.
• Compliance & Ownership: Willingness to strictly enforce age-restriction regulations. Understanding that all accounts and assets remain company property.
• Location: Based in Gqeberha (Port Elizabeth); office-based with availability for evening/weekend monitoring rotas.

Preferred Experience (Strong Differentiators)

• Managing social media for age-restricted or regulated industries (vaping, alcohol, tobacco).
• US market/creator campaign experience (including FTC disclosure rules).
• Experience launching brand accounts from zero.
• Chatbot or AI responder setup, prompt/knowledge base engineering, and QA.
• Paid social campaign management (Meta/TikTok Ads Manager).
• Proficiency with scheduling/listening tools (Later, Hootsuite, Sprout Social) and Canva/Adobe tools.