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SOCIAL MEDIA CUSTOMER ENGAGEMENT MANAGER - 309121
SOCIAL MEDIA CUSTOMER ENGAGEMENT MANAGER
FMCG / Retail / Wholesale
Wage / Salary:
R - Market Related - P/M (Per Month)
Brackenfell, Western Cape
Social Media Customer Engagement Manager
Social Media Customer Engagement Officer – Retail
Northern Suburbs, Cape Town
The Social Media Customer Engagement Officer will be responsible for; monitoring the Group's social media platforms, conducting strategic external listening, engaging with customers and other stakeholders on a daily basis to resolve customer complaints (in line with Customer Care Policy) and positively influencing the social media community with regards to the reputation of the Shoprite Group.
Provide daily support to the Social Media Customer Engagement Manager by monitoring social media platforms, responding appropriately, and engaging in daily interactions with customers and other relevant stakeholders.
1) Social Media Communication and Customer Engagement
Demonstrate competence, up-to-date knowledge, and understanding of job-related social media and online reputation management.
Engage with customers in a professional, meaningful manner to avoid escalations and ensure timely responses to issues and concerns raised by stakeholders.
Combine team inputs, operational knowledge, and departmental guidelines to ensure the best possible response to resolve reputational issues.
Align digital responses with the Customer Care Policy to ensure consistent practices.
Maintain levels of social service as required by organisational standards.
2) Risk Control
Understand, analyse, and interpret reputational risks for the retailer on social media and make sound decisions to mitigate such risks.
Monitor Online Reputation Management (ORM) tools on a continuous basis.
Identify threats and opportunities in user generated content and report back to line and senior management.
Identify and execute opportunities to generate positive customer feedback. Adhere to reputational risk control measures within the business.
3) Internal Communications
Liaise with internal departments and operations to facilitate swift resolution of customer complaints. Liaise with operational and other stakeholders to gather information about issues on the company’s social pages and discuss with management.
Clearly communicate complex issues to senior management to gather information to efficiently and effectively handle such matters.
4) Reporting Report daily/weekly on reputational risk issues.
Report complaint trends to management for corrective action measures to be put in place.
Draft monthly reports on social customer interactions, trends, and opportunities.
Diploma/Degree in Social Media/Journalism/Communications/Marketing - (2 - 3 year)
Certificate in Social Media
Social Media Customer Service Experience - with Diploma/Degree - (4 - 6 years)
Customer Relations/Complaint Handling Experience - (2 - 3 years)
Communications Experience - (2 - 3 years)
Job-related Social Media Knowledge (Blogging, Facebook, Twitter) - (4 - 6 years)
Customer Service Knowledge - (2 - 3 years)
Job-related Reputation Management Knowledge - (2 - 3 years)
Excellent Written Communication Skills (English and Afrikaans)