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Social Media Community Manager - Commercial Channels

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Social Media Community Manager - Commercial Channels 

As UK leading a digital business. A key part of our digital business is our social media strategy and execution. Digital is driving new terms of engagement. The new customer’s decision journey is transparent 
and interactive. As a brand must continuously maintain re​lationships with potential and existing customers across a broad ecosystem of digital channels and devices. The Social Media Community Manager is a key component within our social media strategy. This role will serve as the voice of our brands to our customers throughout our owned social channels, as well as off owned. The community manager is responsible for strengthening our commercial relationships online through innovating with content and taking our engagement to the next level. Day to day the role will work in partnership with peer community managers, social media marketing managers, product teams and other groups to define and execute a strong social media programme to drive maximum impact and results. 

The Social Media Community Manager will focus on 4 areas: 
• Strong social media channel management – leading with creation and curation of innovative content to grow the audience base and exceed engagement levels, responding to and helping our customers 
• Driving the voice of the brand off owned channels – building ecosystem and influencer contacts, whilst ensuring brand guidelines and commercial narratives are adhered to 
• Leverage social media listening to inform content and engagement strategy in line with business priorities 
• Evaluation - analysing performance, translating data into recommendations and optimising plans, reporting on the effectiveness of campaigns to maximise results 

Team/ Department Mission 
The UK CMO (Central Marketing Organisation) team is responsible for delivering B2C & B2B marketing programmes in the UK in order to drive key marketing goals to meet our overall business objectives and UK country requirements for the business. The CMO team aspires to best-practice marketing, in pursuit of world-class status – through innovative campaigns, ground-breaking creativity, rigorous results analysis, and thorough consumer insight. We are a multi award-winning team receiving ongoing recognition from the industry, with a successful track record in innovation & creativity. The team is an active participant in the UK Marketing industry, with team members who sit on industry bodies, judge marketing awards, and speak regularly at external events. We continue to be a sponsor of the Marketing Academy, now in our third year, which demonstrates our commitment to developing future Marketing talent in the industry. It is a dynamic, fun & fast environment, full of challenge for those eager to grow & learn, and significant opportunity for those who are keen to progress within the business.

 
Key Accountabilities, Tasks and Activities 
• Manage an active presence on all assigned social channels, including listening, posting & responding to our commercial (B2B) customers / users / prospects 
• Owning Social Media activity calendar for each of our commercial audiences (planning, ideation, execution & reporting) 
• Create micro content, as well as suggest/plan key social campaign content 
• Owning Audience Access process for groups looking to communicate with your Owned Social Audiences 
• Attending key industry events and leading the social planning to extend the reach & impact beyond face-to- face interactions 
• Ongoing social listening & outreach processes (e.g. identify & engage beyond our assets) 
• Participate in subsidiary editorial governance meetings and take a lead on agreed area for the group 
• Work with the social media analyst on tracking, reporting, analysis & insight generation for Social Media (e.g. what’s working or not, ideas for innovation, where should we invest?) 
• Be an expert on Social Technology tools (e.g. Opal, Sprinklr) 
• Identifying wider ecosystem (partners, influencers, industry groups) and manage as part of an outreach program 
• Provide ongoing competitive benchmarking, best practices and innovation ideas to team 


Deliverables and KPIs examples: 
• Grow the size of our “Owned” digital audiences (Fans / Followers / Opt-ins / Influencers) 
• Grow engagement and increase volume of conversations/dialogue with our digital audiences (Interactions & Earned Media Value) 
• Increase value of digital audience to brand (Awareness, CPE, Increased product purchase) 


Desired skills 
• Currently maintain an active presence in online space across a variety of social media platforms (Facebook / Twitter / LinkedIn / YouTube) 
• Background & knowledge in Enterprise commercial and/or Public sector 
• Has demonstrated high level of collaboration across multiple stakeholder groups 
• Understand how to create brand appropriate voice (non-corporate) which can build authentic, relevant, interactive B2B relationships in social media 
• Excellent oral and written communication skills 

• Strong analytical skills 
• Energetic self-starter, with bias for action and ability to adapt to changing priorities. 
• Experience with brand-based marketing (ideally Brand Management or agency) 
• Commercial communication planning & execution 
 

Preference will be given to candidates who: 
• Currently publish a personal blog or other form of digital content on consistent basis 
• Demonstrated connection with our primary audience 
• Experience with relevant technology & reporting tools (e.g. Opal, Sprinklr) 

 

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