Job Description

Position summaryIndustry: Media, Audiovisual & PublishingJob category: Media planning and PurchasingLocation: Cape TownContract: PermanentEE position: NoIntroductionThis role is responsible for the development and execution of effective customer care engagements on social media, including engaging, resolving and escalating issues directly from customers. This role is particularly focused on Community Management yet may be expected to assist across the Communications media team if required.Job descriptionxc2xb7 Ensure Woolworths social media communication reflects the Values of our business including Customer First, Quality, Inspiration, In Touch, Responsibility, Integrity and Collaboration.xc2xb7 Monitor customer engagements on social media channels and report on trends, sentiment and performance of content with a customer lens.xc2xb7 Respond to and resolve customer questions and concerns on all topics - positive and negative - regarding store, online and marketing operations.xc2xb7 Escalate legal concerns and perceived social media crises.xc2xb7 Strengthen the social media community online and protect the Woolies reputation.xc2xb7 Welcome, encourage and nurture customer connections with our brand on social media, including exploration of up-selling and cross-selling opportunities.xc2xb7 Capable of actioning measurement tagging, reporting and analytics, messaging, branding, some creative and content, and the necessary backend technical updates needed.xc2xb7 Responsible for staying abreast of the latest trends in platform-specific social media communications in order to strengthen our messaging and brand positioning.xc2xb7 Weekly and monthly reports to be compiled and supplied as needed.Minimum requirementsxc2xb7 Relevant diploma/ degreexc2xb7 Minimum 5 years of experience with a firm understanding of Customer Care tasks and Digital Marketing and Communications practices.xc2xb7 Excellent written, verbal and presentation communication skills.xc2xb7 Ability to deal with stress and the ability to manage emotionally charged scenariosxc2xb7 Strong stakeholder management skillsxc2xb7 Balanced creative and analytical thinking stylexc2xb7 Ability to make effective, agile decisionsxc2xb7 Energy and resiliencexc2xb7 Knowledge of content channel strategy, marketing metrics, CRM, acquisition databases, search, web technologies, social media analytical tools.xc2xb7 Keen understanding of content optimization through consistent tone, visual and brand guidelines, and key messaging.xc2xb7 Experience effectively collaborating across multiple teams, business units and managing agencies.xc2xb7 Results oriented.xc2xb7 Ability to influence and persuade key stakeholders.xc2xb7 Plays a leading and supporting role in implementing initiatives at team level.xc2xb7 Self-motivated with the ability to challenge the status quo and inspire others

Woolworths