Social Media & Online Reputation Management Specialist

Purpose of The Job

The Social Media & Online Management Reputation Specialist will stay on top of the social media trends. The utmost role and responsibility of the Social Media & Online Management Reputation Specialist is to create and maintain a favorable brand image of the company and its products. The incumbent is in charge of every social media account of the company’s brands and monitors how the brands are engaging with the audience, along with other pertinent metrics. This person will assist and implement paid media ads on these social media channels and furthermore, will handle the negative publicity on various review and rating platforms and websites.

To co-ordinate and assist in the management of social media channels, including Facebook, Instagram, LinkedIn, YouTube, amongst others, and manage social community management to ensure a professional brand presence on these social media platforms. Amongst the responsibilities, the role will help keep up with online reputation, support the Marketing team and track media performance

Minimum Requirements:

Matric (Grade 12)

Bachelor’s degree or National Diploma in Digital Marketing, Business Management, Communication, or related field

5+ years of experience in Social Media Management and/or Digital Marketing management and Paid Media Management in a fast-paced environment

Experience either within social media agencies or within digital/social media departments in creative and strategic brands

Experience in Facebook Business/Ad Manager/ LinkedIn Campaign Manager, YouTube Studio

Experience in social media listening, insights tools, analytics, reporting

An understanding of the social web, including blogs, forums, social networks, microblogs, photo/video sharing, ratings, and reviews, etc.

Experience in leveraging social media with consumer support, and working with consumer support teams

Main Responsibilities:

Social Media Marketing

Extensive experience working with Facebook, Instagram, LinkedIn, Twitter, and YouTube

Creation, implementation and scheduling of content calendars across social channels, namely Facebook, Instagram and LinkedIn

Oversee the development of creative/assets and copywriting for social channels

Facebook Page management of various brands

In-depth knowledge of Facebook Business/Ads Manager

Set up, manage, and optimise paid media campaigns across various social channels, namely Facebook and LinkedIn, and drive results using paid media on these channels

Optimise and manage Facebook Chatbots

Create specific strategies and objectives, help formulate and execute plans, manage the implementation thereof and report on objectives and ROI.

Assist with analysing data from the various platforms, providing feedback and ensuring the implementation of any new strategies

Extensive knowledge in digital and social analytics

Manage Social Media Interactions and Leads via the CRM platform

Analyse campaigns and translate anecdotal or qualitative data into recommendations and plans for revising social media, content marketing, and social advertising campaigns.

Identify emerging social and digital trends and communicate this with the rest of the team

Collaborate with Digital Marketing Manager and other teams, like marketing, sales, and customer service

Copywriting (would be an advantage)

Content Marketing (would be an advantage

Community Management

Daily monitoring and community management of multiple social media accounts

Provide Social Customer Service by responding to queries, complaints/compliments in a professional and timeous manner on social media and online platforms, namely Facebook, Google, HelloPeter and other platforms

Manage reporting so to analyse the data from the various platforms, and provide feedback to the Digital Marketing Manager

Online Reputation Management

Actively monitors mentions of the brands on social media and other digital platforms

Proactively engages on such platforms and assists in building positive brand perception and reputation

Custodian of ORM tools and creates and manages reporting using such tools

Become an advocate for the company in social media spaces, engaging in dialogues and answering questions where appropriate

Develop organizational elements in order to implement a proactive process for capturing happy, loyal customer online reviews

Monitor trends in social media tools, applications, channels, design and strategy

Implement ongoing education to key stakeholders to remain highly effective

Identify threats and opportunities in user-generated content surrounding the company. Report notable threats to appropriate management

Perform competitor reviews and share with appropriate management

Monitor effective benchmarks (Best Practices) for measuring the impact of social media campaigns. Analyse, review, and report on effectiveness of campaigns in an effort to maximize results

Spotting opportunities to generate positive social media coverage and managing social media at events and initiatives

Social Media listening & Online Reputation Management as well as generating and presenting actionable insights to maintain a positive sentiment for the brand

Reaching out to dissatisfied customers is an important procedure to control negative reviews

Focusing on forums, tweets, images, or publishing positive reviews is also the responsibility of a reputation manager

Digital Marketing:

Assists the marketing team in all other functions as required

The incumbent will support the Marketing team with research, analysis and designing for social media campaigns within the Company

Technical Expectations:

Social Media

Facebook Page, Creator Studio and Facebook Business/Ads Manager

LinkedIn Page and LinkedIn Campaign Manager

Instagram Pages and Business/Ads Manager

Twitter campaign analytics

Instagram campaign analytics

Twitter Analytics Report

Facebook Analytics Report

Instagram Analytics Report

YouTube channel Analytics Report

LinkedIn Analytics

Twitter Comparison

Facebook Comparison

Instagram Comparison

YouTube channel Comparison

Facebook Ads Insights

Facebook Insights

Audience Creation

Ad optimisation

Google Analytics

Google Data Studio

Online Reputation Management:

ORM is expected to work on the following areas, manage proper reporting & recommendations and take necessary corrective steps:

Share of voice report

Sentiment analysis report

Media Type analysis report

Media Classification report

Key Skills and Competencies:

In-depth knowledge of Social Media channels

In-depth knowledge of Facebook Business/Ads Manager

Solid understanding of copywriting and digital marketing

Knowledge of relevant Marketing and Sales processes and procedures (including Digital and Social Media)

Advanced Computer Literacy (MS Office Suite; other relevant discipline-specific software programs)

Communication skills (both verbal and written)

Possesses great ability to identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues

An understanding of the social web, including blogs, forums, social networks, microblogs, photo/video sharing, ratings and reviews etc

Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy and conflict resolution principles to mitigate issues

Maintains excellent writing and language skills

Makes evident good technical understanding and can pick up new tools quickly

Demonstrates winning Social Customer Service techniques such as empathy, patience, advocacy and conflict resolution

Organised and able to multitask