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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.
Description:
About the Role
Our mission is to ensure all users have a seamless customer care experience, while also protecting reputation. To do this, we are expanding our Social Brand Reputation Team. They sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will work closely with Global Brand Social and Crisis Communications.
They will live and breathe social media focused on protecting reputation. This role will work in partnership with the US&C Program Manager & Global Program Lead to oversee a team of ten globally located associates who have to 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 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. The person should also be prepared to manage, steer and guide junior members of the team.
This role will work across many functions and teams within CommOps, across international offices, and will provide you with the opportunity to completely design, prioritize, and implement projects to support this fast growing organization scale.
What You\’ll Do
● Work in tandem with the US&C Program Manager to manage a globally located 24/7 team that is focused on protecting reputation on social media
● Onboard and manage new team members and existing associates if needed
● In partnership with the Global Program Lead, oversee the Sprinklr workflow and optimizations for the teams influencer and viral scope within SORT
● Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights
● Lead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaisoning with policy, etc.
● Elevate customer care with a Marketing/Comms lens
● Understand the full spectrum of customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people.
● Estimate work efforts, design project plans, define milestones and manage resources accordingly
● Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization
● Manage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategy
● Develop executive-level communications and presentations for leadership
● Manage, steer, guide, coach & develop, and evaluate members of the team.
● Be on-call during nights and weekends as needed.
Basic Qualifications
● Minimum of 4 years of prior work experience, preferably managing social media for a high-profile brand with reputation issues
● Bachelor\’s degree, preferably in Communications, Social Media or Public Relations
Preferred Qualifications / Experience
● 6+ years of social media community management for a large global 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
● Social Listening and Software Proficiency in Sprinklr & Brandwatch
● Strong stakeholder management skills, especially ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgrounds
● Understand intuitively what has the propensity to go viral and create brand crises
● Experience leading influencer/celebrity management and relationships
● 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
● Analytically oriented – Can demonstrate impact and efficacy of initiatives on the business
● Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
● On-Call operations experience
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.
