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- Tasks: Manage social media reputation and lead a global team to enhance customer care.
- Company: Join a dynamic company focused on innovative social media strategies.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Be at the forefront of social media, influencing brand reputation and customer experience.
- Qualifications: Experience in social media management and strong communication skills required.
- Other info: Fast-paced environment with opportunities to innovate and lead.
The predicted salary is between 36000 - 60000 £ per year.
Our mission is to ensure all users have a seamless customer care experience, while also protecting reputation. To do this, we are building a new team called the Social Brand Reputation Team. They will sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will be closely tied to Global Marketing and Crisis Communications.
They will live and breathe social media focused on protecting reputation. This role will have two main objectives:
Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams
Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media
You should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics.
This role is a part of a Global team so you will work with stakeholders across international offices, but most specifically in the US, United Kingdom & Ireland, India, and Australia.
This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment.
What You\’ll Do
Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via social media tool, Sprinklr, as well as occasionally natively monitoring platforms
Understand the full spectrum of customer care policies and processes
Liaison with Marketing and Comms on replies to influencer and viral posts
Bring an elevated lens of Marketing/Comms to customer care world
Manage key stakeholder conversations with senior level global leadership
Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.
Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia
Assist in training and onboarding new team members on processes and ways of working
Basic Qualifications
Minimum of 2 years of prior work experience, preferably in social media community management or related field.
Preferred Qualifications / Experience
4+ years of social media community management for a large brand with diverse issues
Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
Ability to thrive in an ambiguous and flexible work environment
Bachelor\’s degree, preferably in Communications, Social Media or Public Relations
Social Listening and Software Proficiency in Sprinklr & Brandwatch
Understand intuitively what has the propensity to go viral and create brand crises
Proficient stakeholder management skills
Influencer management experience
Previous experience managing Brands and Crisis in Social Media
Customer care operations experience
Strong communicator (both verbal and written); creative copy writing skills
Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media
Problem solver – Desire to address complex problems without hesitation
Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)
Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users
Social Media Manager employer: eTeam
Contact Detail:
eTeam Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Social Media Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to slide into DMs on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your social media skills! Create a personal brand that reflects your expertise. Share insights, engage with followers, and showcase your ability to handle crises. This will not only attract attention but also demonstrate your passion for the role.
✨Tip Number 3
Prepare for interviews by researching the company’s social media presence. Understand their brand voice and any recent issues they’ve faced. This will help you tailor your responses and show that you’re genuinely interested in protecting their reputation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search. Let’s get you on board!
We think you need these skills to ace Social Media Manager
Some tips for your application 🫡
Show Your Passion for Social Media: When you’re writing your application, let your love for social media shine through! Share examples of how you've managed social media for brands and any cool campaigns you've been part of. We want to see that you live and breathe this stuff!
Tailor Your Application: Make sure to customise your CV and cover letter for the role. Highlight your experience with crisis communications and influencer management, as these are key for us. The more relevant your application is, the better chance you have of standing out!
Be Clear and Concise: We appreciate a well-structured application. Keep your language clear and to the point, and avoid jargon unless it’s relevant. This shows us you can communicate effectively, which is super important for the role!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be good to go!
How to prepare for a job interview at eTeam
✨Know Your Social Media Inside Out
Make sure you’re up to speed with the latest trends and tools in social media, especially those relevant to crisis management and influencer relations. Familiarise yourself with platforms like Sprinklr and Brandwatch, as well as how they can be used to monitor brand reputation.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully navigated crises or managed sensitive issues in the past. Be ready to discuss specific situations where your quick thinking and proactive approach made a difference.
✨Demonstrate Team Leadership Experience
Since this role involves managing a globally located team, highlight your experience in leading and developing team members. Share stories that showcase your ability to coach and guide others, especially in high-pressure situations.
✨Engage with the Company’s Brand Voice
Before the interview, immerse yourself in the company’s social media presence. Understand their tone, style, and how they engage with their audience. This will help you align your responses with their brand voice during the interview.
