Social Media Community Manager (Africa Regions)

col-narrow-left 

Job ID:

1777

Category:

Marketing
col-narrow-right 

Job Views:

3393

Employment Type:

Full time

Posted:

09.08.2018
col-wide 

Occupations:

Marketing-Product: General-Other: Marketing-Product

Job Description:

Job Purpose

Develop effective social media communities and drive engagement, social service and reputation management in line with the relevant community strategy and business objectives.

Key Responsibilities/Accountabilities

Build and manage social media communities in line with business strategies: 

  • Collaborate with in-country social media strategists and community managers, marketing managers, digital marketing specialists and agencies to assist with the development of community strategies that deliver to both business objectives and that drive brand engagement.
  • Assist in the development of strategic direction of social media strategies with countries within portfolio.
  • Develop, drive and manage the content calendar for any content developed at Centre that can be leveraged by in-countries social media communities
  • Facilitate collaboration sessions with all relevant business units/goegraphies to drive coordination and alignment where necessary.
  • Develop frameworks and benchmarks that guide others on best practices around social media content and engagement.
  • Ensure social content that is created (this includes written and rich media content) aligns with the relevant Group guidelines.
  • Develop measurement frameworks and dashboards to measure community success against key business and brand objectives.
  • Compile reports for management showing community health.
  • Support social media strategists and in-country community managers, marketing managers and digital marketing specialists by reviewing their activities in relation to their strategies and encourage revision of their strategy or engagement patterns where necessary.
  • Suggest engagement opportunities that may help teams deliver on their strategy.

Drive effective social media community management processes and practices that deliver to business and brand objectives: 

  • Assist with managing the publishing of content on the social media communities in your portfolio where necessary and develop and embed publishing, moderation and measurement processes.
  • For organic social media content (i.e. non-'campaign' related), that needs to be leveraged in-country, assist with managing end-to-end process including all content creation, publishing, moderation and measurement.
  • Ensure relevant content style guidelines are in place and current.
  • Ensure social media teams and agencies have access to and are using prescribed tools for social media publishing and moderation.
  • Ensure effective listening, analysis and moderation processes are in place on a day-to-day basis in such communities.
  • Train social media content managers, moderators, call centre staff and agency teams to a level that allows them to meet the requirements of their community strategies.
  • Drive Social Media Customer Care approach and strategy that aligns to the bank's overall reputation management strategy and work closely with call centres and other service teams to ensure adequate capacity is in place, that the prescribed tools are being used and that service queries are managed appropriately.
  • Analyse, review, and report on effectiveness of engagement and adjust as may be necessary maximize the power of the community.
  • Facilitate the sharing of best practices across all social media teams.
  • Ensure there is an active influencer management programme in place and that influencers across various topics are identified and updated regularly.
  • Suggest new communities that may be required.
  • Engage in third-party communities were necessary to position or entrench the brand in a particular community to meet a business objective.
  • Monitor trends in online tools, applications, channels, design and strategy; and identify opportunities to improve social media effectiveness.

Deliver on key projects and activities for the business: 

  • Initiate, scope, plan and manage relevant projects in your portfolio
  • Activities include, but not limited to: driving and implementing overall social media community strategy, integration of social marketing communications activities and campaigns; ideation; reporting; community strategy development; content development and curation; implementation; reporting; planning; coordination; and administration.
  • Effective and efficient co-ordination of key projects with strong project management skills.

People Management: 

  • Drive delivery through directly and indirectly reporting team members.
  • Responsible for performance monitoring, management, talent management, succession planning, remuneration and performance appraisals of direct reports where relevant.
  • Create an environment in which learning and development are emphasised and valued
  • Take personal responsibility for coaching and mentoring others
  • Effectively delegate authority and responsibility in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports
  • Promote a culture where the values of the Bank are seen to be 'alive'
  • Ensure the implementation of the leadership promise and employee engagement programme
  • Encourage direct and indirect team members to express their views, resolves issues raised, escalates issues if required, and provides feedback on an ongoing basis
  • Develop and maintain an open communication channel with direct and indirect reports and supports staff to foster greater co-operation and teamwork
  • Drive the Talent Review Sessions and succession planning, in conjunction with Human Resources for your team
  • Foster the transformation of the workplace in the business unit marketing team and supports business in the achievement of the undertakings in the transformation scorecard
  • Ensure that disciplinary action and grievances in the business unit marketing team are addressed and aligned to the Standard Bank policies and procedures
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Ensure the company's core values are reflected when leading people.

Manage reputation risk: 

  • Ensure messages across multiple communities are aligned to Standard Bank Group's business strategies, and governance.
  • Actively monitor online conversations to identify any possible reputational issues that business may have to prepare for.
  • Proactively and reactively engage the community around issues so as to reduce the impact of negative sentiment.
  • Manage online reputation in conjunction with agencies and business to ensure any complaints/issues are managed through agreed processes and that every intervention is followed through to completion.
  • Ensure reporting on reputational issues is done effectively and within reasonable time to business units and geographies.

Build and manage client and third party relationships : 

  • Build and maintain relationships with various stakeholders at varying levels of responsibility to assist them with maximizing communication opportunities to help them meet their business objectives.
  • Enhance social media outlets and opportunities to maintain communication and build fan base.
  • Day-to-day to interaction with people and teams at all levels within the group to:
    • take and give briefs on work needed
    • present concepts and plans
    • promote responsible and efficient use of social media channels
    • determine future strategies and plans.

Monitor and manage Risk and Compliance: 

  • Enforce the Group guidelines and policies around social media.
    • Ensure that all risk issues are managed properly and incidents are reported timeously with all relevant stakeholders.
    • Comply with compliance regulatory frameworks for all social media activities.
    • Partner with Compliance to ensure that all social media activities are compliant with regulatory frameworks.
    • Ensure reputation and / or business risk is managed.
    • Ensure that mandatory compliance training in social media are driven effectively.
    • Complete mandatory compliance training.

Job Requirements:

Preferred Qualification and Experience:

Related Qualification 
Social Media Management in a country outside of South Africa, preferably in a market that the Group has a presence in

Knowledge/Technical Skills/Expertise

Brand Management. 
Research and Information Gathering. 
Effective Business Communication. 
Operational Planning. 
Research and Information Gathering. 
Project Management. 
Stakeholder Management. 
Online Campaign Management. 
Risk Management. 
Compliance. 
Organisational Awareness. 

Competencies

Driving Delivery of Results. 
Purposeful Collaboration. 
Holding People Accountable. 
Growing Capability. 
Customer and Client Focused Innovation. 
Company Info
Standard Bank Group
Angola

Phone:
Web Site: http://www.standardbank.com
Company Profile

Company Info


Standard Bank Group
Angola
Phone:
Web Site: http://www.standardbank.com

Social Media Community Manager (Africa Regions)

col-narrow-left 

Job ID:

1777

Category:

Marketing
col-narrow-right 

Job Views:

3393

Employment Type:

Full time

Posted:

09.08.2018
col-wide 

Occupations:

Marketing-Product: General-Other: Marketing-Product

Job Description:

Job Purpose

Develop effective social media communities and drive engagement, social service and reputation management in line with the relevant community strategy and business objectives.

Key Responsibilities/Accountabilities

Build and manage social media communities in line with business strategies: 

  • Collaborate with in-country social media strategists and community managers, marketing managers, digital marketing specialists and agencies to assist with the development of community strategies that deliver to both business objectives and that drive brand engagement.
  • Assist in the development of strategic direction of social media strategies with countries within portfolio.
  • Develop, drive and manage the content calendar for any content developed at Centre that can be leveraged by in-countries social media communities
  • Facilitate collaboration sessions with all relevant business units/goegraphies to drive coordination and alignment where necessary.
  • Develop frameworks and benchmarks that guide others on best practices around social media content and engagement.
  • Ensure social content that is created (this includes written and rich media content) aligns with the relevant Group guidelines.
  • Develop measurement frameworks and dashboards to measure community success against key business and brand objectives.
  • Compile reports for management showing community health.
  • Support social media strategists and in-country community managers, marketing managers and digital marketing specialists by reviewing their activities in relation to their strategies and encourage revision of their strategy or engagement patterns where necessary.
  • Suggest engagement opportunities that may help teams deliver on their strategy.

Drive effective social media community management processes and practices that deliver to business and brand objectives: 

  • Assist with managing the publishing of content on the social media communities in your portfolio where necessary and develop and embed publishing, moderation and measurement processes.
  • For organic social media content (i.e. non-'campaign' related), that needs to be leveraged in-country, assist with managing end-to-end process including all content creation, publishing, moderation and measurement.
  • Ensure relevant content style guidelines are in place and current.
  • Ensure social media teams and agencies have access to and are using prescribed tools for social media publishing and moderation.
  • Ensure effective listening, analysis and moderation processes are in place on a day-to-day basis in such communities.
  • Train social media content managers, moderators, call centre staff and agency teams to a level that allows them to meet the requirements of their community strategies.
  • Drive Social Media Customer Care approach and strategy that aligns to the bank's overall reputation management strategy and work closely with call centres and other service teams to ensure adequate capacity is in place, that the prescribed tools are being used and that service queries are managed appropriately.
  • Analyse, review, and report on effectiveness of engagement and adjust as may be necessary maximize the power of the community.
  • Facilitate the sharing of best practices across all social media teams.
  • Ensure there is an active influencer management programme in place and that influencers across various topics are identified and updated regularly.
  • Suggest new communities that may be required.
  • Engage in third-party communities were necessary to position or entrench the brand in a particular community to meet a business objective.
  • Monitor trends in online tools, applications, channels, design and strategy; and identify opportunities to improve social media effectiveness.

Deliver on key projects and activities for the business: 

  • Initiate, scope, plan and manage relevant projects in your portfolio
  • Activities include, but not limited to: driving and implementing overall social media community strategy, integration of social marketing communications activities and campaigns; ideation; reporting; community strategy development; content development and curation; implementation; reporting; planning; coordination; and administration.
  • Effective and efficient co-ordination of key projects with strong project management skills.

People Management: 

  • Drive delivery through directly and indirectly reporting team members.
  • Responsible for performance monitoring, management, talent management, succession planning, remuneration and performance appraisals of direct reports where relevant.
  • Create an environment in which learning and development are emphasised and valued
  • Take personal responsibility for coaching and mentoring others
  • Effectively delegate authority and responsibility in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports
  • Promote a culture where the values of the Bank are seen to be 'alive'
  • Ensure the implementation of the leadership promise and employee engagement programme
  • Encourage direct and indirect team members to express their views, resolves issues raised, escalates issues if required, and provides feedback on an ongoing basis
  • Develop and maintain an open communication channel with direct and indirect reports and supports staff to foster greater co-operation and teamwork
  • Drive the Talent Review Sessions and succession planning, in conjunction with Human Resources for your team
  • Foster the transformation of the workplace in the business unit marketing team and supports business in the achievement of the undertakings in the transformation scorecard
  • Ensure that disciplinary action and grievances in the business unit marketing team are addressed and aligned to the Standard Bank policies and procedures
  • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Ensure the company's core values are reflected when leading people.

Manage reputation risk: 

  • Ensure messages across multiple communities are aligned to Standard Bank Group's business strategies, and governance.
  • Actively monitor online conversations to identify any possible reputational issues that business may have to prepare for.
  • Proactively and reactively engage the community around issues so as to reduce the impact of negative sentiment.
  • Manage online reputation in conjunction with agencies and business to ensure any complaints/issues are managed through agreed processes and that every intervention is followed through to completion.
  • Ensure reporting on reputational issues is done effectively and within reasonable time to business units and geographies.

Build and manage client and third party relationships : 

  • Build and maintain relationships with various stakeholders at varying levels of responsibility to assist them with maximizing communication opportunities to help them meet their business objectives.
  • Enhance social media outlets and opportunities to maintain communication and build fan base.
  • Day-to-day to interaction with people and teams at all levels within the group to:
    • take and give briefs on work needed
    • present concepts and plans
    • promote responsible and efficient use of social media channels
    • determine future strategies and plans.

Monitor and manage Risk and Compliance: 

  • Enforce the Group guidelines and policies around social media.
    • Ensure that all risk issues are managed properly and incidents are reported timeously with all relevant stakeholders.
    • Comply with compliance regulatory frameworks for all social media activities.
    • Partner with Compliance to ensure that all social media activities are compliant with regulatory frameworks.
    • Ensure reputation and / or business risk is managed.
    • Ensure that mandatory compliance training in social media are driven effectively.
    • Complete mandatory compliance training.

Job Requirements:

Preferred Qualification and Experience:

Related Qualification 
Social Media Management in a country outside of South Africa, preferably in a market that the Group has a presence in

Knowledge/Technical Skills/Expertise

Brand Management. 
Research and Information Gathering. 
Effective Business Communication. 
Operational Planning. 
Research and Information Gathering. 
Project Management. 
Stakeholder Management. 
Online Campaign Management. 
Risk Management. 
Compliance. 
Organisational Awareness. 

Competencies

Driving Delivery of Results. 
Purposeful Collaboration. 
Holding People Accountable. 
Growing Capability. 
Customer and Client Focused Innovation. 
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