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  • Posted: Jun 3, 2021
    Deadline: Not specified
  • Absa Bank Limited (Absa) is a wholly owned subsidiary of Barclays Africa Group Limited. Absa offers personal and business banking, credit cards, corporate and investment banking, wealth and investment management as well as bancassurance. Barclays Africa Group Limited is 62.3% owned by Barclays Bank PLC and is listed on the JSE Limited. The Group is one of A...
    Read more about this company


    Social Media Manager (Everyday Banking)

    Job Summary

    This role is within RBB: Everyday Banking in Customer Experience within the Enablement Team, reporting into Head: Customer Experience. 


    • An exciting role that focuses on effective management and optimization of the social media capability, 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 measuring autonomy and brand loyalty, whilst managing a wide range of stakeholders. The role will collaborate closely with various internal stakeholders and teams, including the Complaints Management, Marketing, Communications & Public Relations, 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


    The high level duties of the role:

    • Develop and implement the online community strategy in partnership with key stakeholders
    • Develop, implement and maintain a evolving online community strategy
    • Designing and implementing effective online conversation analysis tools using Brands Eye and other tools
    • Provide input into media campaigns concerning social media platforms by providing knowledge gained from insights and relevant MI relating to historical data
    • Ensure that communities and platforms are kept up to date and functional by monitoring and responding to conversations where/when necessary.
    • Manage communities located in social networking platforms, including Facebook, Twitter, and other similar social media outposts, by monitoring and following conversations and platforms closely
    • Effectively manage customer feedback and complaints emanating from social media
    • 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.
    • Regularly feedback insights gained from community monitoring to business stakeholders to help them evolve their strategies by using reporting and tracking tools available.
    • Oversee the activities of the Social Media team, as applicable.
    • Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.


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


    • Digital Marketing / Social Media community management experience


    • 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


    • 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

    Method of Application

    Interested and qualified? Go to Absa on to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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