Social Media Specialist at Santam Insurance

What will you do?
Manage public engagement and brand reputation of Santam Limited’s social media accounts across a number of established social media channels. 

As the manager of all Santam’s social media accounts, the social media specialist will be responsible for both proactive and reactive functions while ensuring brand consistency and adherence to brand tonality and style as guided by Santam’s social media policy.

KEY RESPONSIBILITIES INCLUDE:

Strategic content management

• Develop and implement social media and online communication campaign plans in support of digital marketing campaigns 
• Develop content calendars and schedule publication of monthly content and campaigns
• Oversee and provide feedback on creative concepts and content developed internally as well as by agency partners and third-party service providers
• Write creative briefs to external agencies and/or internal designers, video editors, and copywriters
• Create detailed monthly reports to feedback on social media activities and campaigns

Community management

• Manage customer feedback on social media channels in line with SLA’s and report to client care, marketing and/or corporate affairs teams where appropriate (including weekends and public holidays)
• Provide input on engaging text, image and video content for social media
• Liaise with internal and external stakeholders to ensure excellent service and a quality social media service
• Proactively monitor social media platforms for conversations, hashtags and branded keywords to gauge trends and conversations that could present leveraging opportunities for the Santam brand visibility
• Identify potential crises and reputational brand risks emanating from social media conversations, and escalate these to relevant internal teams and manage crisis communication interventions
• Build and maintain Frequently Asked Questions and relevant documentation with the input from internal resources
• Regularly review existing social media processes, outcomes and technology, and ensure alignment with industry best practice

Trend and analysis and research

• Regular overview of the social media landscape and trends to ensure that Santam’s social media capabilities remain in line with global best practice 
• Keep abreast of social media channel updates, new platforms, added features and functionalities, and adapt Santam’s digital content strategies accordingly

What will make you successful in this role?

QUALIFICATIONS 

• Relevant Marketing / Communication qualification 
• Bcom or equivalent national diploma

KNOWLEDGE & EXPERIENCE

• Minimum five to seven years’ experience in a relevant marketing and/or social media environment
• Experience in online reputational management practices
• Solid knowledge of wide variety of social media platforms and Google apps
• Experience with monitoring tools (BrandsEye, Hootsuite, etc.)

SKILLS 

• Confident and mature communicator with the ability to to engage effectively across various levels of management
• Good time management skills with ability to work effectively in a pressurised environment 
• Empathetic and resilient team player with the ability to build and maintain good relationships 
• Excellent planning and organising capabilities
• Excellent writing skills and digital savvy 
• Ability to multi-task with strong attention to detail 
• Proactive and results driven with a strong client focus, driving collaboration and developing innovative solutions

Personal Attributes

• Business insight - Contributing through others
• Communicates effectively - Contributing through others
• Manages complexity - Contributing through others
• Plans and aligns - Contributing through others