French & Dutch Speaking Social Media Specialist

We are seeking a highly skilled and motivated Social Media Specialist to join our team on a 6-month fixed-term contract. This role will focus on expanding social media coverage across the Benelux region, with a particular emphasis on community management for the Netherlands. The successful candidate will play a pivotal role in delivering exceptional customer experiences through social media channels, ensuring alignment with brand guidelines and maintaining high service standards.

Responsibilities

• Act as the primary contact for customer interactions through social media channels in Dutch, French, and English.
• Manage both proactive and reactive conversations for specific brands, ensuring best-in-class service.
• Publish, monitor, and moderate social media engagement, responding to customer inquiries and complaints in line with brand tone and service level agreements (4-hour weekday SLA).
• Use tools such as Sprout Social to schedule and publish posts, monitor performance, and conduct social listening to identify trends and sentiment drivers.
• Build, analyze, and report on operational KPIs and consumer insights, collaborating with the careline team to merge customer service insights with social sentiment.
• Partner with quality controllers, trainers, and stakeholders to ensure training materials and knowledge-base articles reflect the latest social media trends and practices.
• Support the preparation and delivery of training workshops and assist in monitoring consumer interactions to maintain high standards.

Qualifications

• Extensive social media and community management experience: At least five years of experience managing online communities for consumer brands, with a proven track record of improving engagement, sentiment, and response times.
• Language proficiency: Native-level Dutch, with strong French and English skills to support cross-country harmonization and tri-lingual moderation.
• Technical expertise: Proficiency in Sprout Social or similar social media management tools, with experience in social listening, content scheduling, and reporting.
• Deep understanding of social media platforms: Knowledge of algorithms, community guidelines, and best practices across platforms like Facebook, Instagram, and X/Twitter.
• Analytical skills: Ability to turn social data into actionable insights and present findings to stakeholders.
• Strong communication skills: Excellent written and verbal communication in multiple languages, with the ability to maintain a consistent brand voice.
• Collaborative mindset: Experience working with cross-functional teams to harmonize processes and share best practices.
• Adaptability: Comfortable working in a high-volume, fast-paced environment with flexible shifts.
• Passion for innovation: Eagerness to explore new technologies and contribute ideas for continuous improvement.

Day-to-Day

• Engage with customers across social media platforms, addressing inquiries and resolving complaints promptly.
• Monitor and analyze social media performance, identifying trends and areas for improvement.
• Collaborate with internal teams to ensure seamless workflows and knowledge sharing.
• Develop and deliver training materials to keep the team updated on the latest social media trends and practices.
• Maintain high standards of customer service and compliance with brand guidelines.

Benefits

• A supportive and sociable team environment.
• Competitive salary of £30,000 for the duration of the contract.
• Pension scheme and eye test vouchers.
• Discounted corporate gym membership with Nuffield.
• Opportunities to participate in local charity initiatives and fundraising events.
• Campaign-specific benefits, including discounts, incentives, and prizes.
• Recommend-a-friend scheme with a paid reward of £500.
• Access to apprenticeships, qualifications, and career development programs.
• Perkbox Recognition Scheme and cycle-to-work scheme.

Additional Information

• Operational Hours: Monday to Friday, 8:00 AM - 4:30 PM. Flexibility may be required to cover evenings and weekends as needed.
• Training: Comprehensive training will be provided, including a full company induction and ongoing support throughout the project.
• Career Growth: Opportunities for professional development and progression, with additional responsibilities rewarded with salary increases.

If you are passionate about social media, customer engagement, and delivering exceptional service, we encourage you to apply for this exciting opportunity. Join us and be part of a dynamic team that values innovation, collaboration, and continuous improvement.