PRINCIPAL ROLES AND RESPONSIBILITIES: (ESSENTIAL FUNCTION)

Monitoring:
- Conduct near real time social media monitoring of brands, issues, competitors, industry and topics.
- Update queries, search terms and tags as appropriate within social media monitoring technology platform(s).
- Identify and escalate critical and/or sensitive social media posts to the appropriate parties.
- Identify engagement opportunities
- Gather data and insights that tie back to measurements that tie back to program objectives.
- Apply meta-data (tags, codes) to social media posts that can be reported upon (when applicable).
Engagement:
- Enhance relationship between the brand and the consumer and support efforts to increase overall customer experience.
- Review and respond to consumer queries in accordance with client's standard operating procedures and work practices.
- Respond to consumer questions, praises, complaints and comments on various social channels (Facebook, Twitter, etc.).
- Follow a defined Rules of Engagement guideline to determine what should be responded to.
- Follow a social media post approval process to gain permission/approval to respond directly to consumers.
Reporting:
- Review social media conversations and extract insights that tie back to client and brand objectives.
- Create formal monthly or bi-weekly social media reports that deliver business intelligence back to the client.
- Apply appropriate social media metrics and commentary to support reporting insights.
- Provide reconciliation and other required regulatory data/reports to pre-approved parties.
- Be aware of trends/themes in the social media industry as well as the client’s industry.
- Be able to speak intelligibly about the social media insights and metrics captured in the report to Clients and Client partners.
Other Social Media Related Activities:
- Moderate specific social pages and social accounts on behalf of client - Publish approved content
Presentation:
- Facilitate meetings with Client and Client partners to discuss/review the social media reports and insights. (if applicable)
- Articulate the relevancy of social media insights to internal and external partners. Secondary Responsibilities:
- Complete other program specific tasks (phone/email) as assigned by management.

Other duties and responsibilities:
- To comply with the Employer's Internal Regulations on Work Discipline and all internal company acts.
- Following processes and procedures according to the work standards.
- To observe and comply with the Rules for Safe and Healthy Working Conditions.
- To be familiar with the main legal acts.

Working Relationships:
Subordinated: Reporting manager or above

Education
- Minimum high school diploma
- Preferably: Bachelor's degree or equivalent in business or a departmentally related field.

Experience:
- Relevant experience: 0 – 2 years.
- Required functional experience: online social media presence across multiple social media platforms (active Facebook, LinkedIn and Twitter account mandatory) is a must. Author of a personal or business blog is a plus.
- Preferable experience: Social Customer Care experience; Marketing experience.

Skills & Competencies:

Language skills:

- Proficient oral and written skills in English (C1)

- Ability  readand comprehend simple instructions, short correspondence and memos
- Ability to write simple correspondence, and to effectively present information in a one-on-one and small group situations to customers, clients and other employees.

Technical/Application Skills:
- Foundational use of MS Office products, Excel, Word & PowerPoint.
- Ability to analyze data, language and tie back analysis to business relevancy (for projects involving reporting).
- Advanced skills with Meta Business Suite - Experience with 3rd party digital marketing software tools
Soft Skills and Other Skills and Competences:
- Desire to provide customer service and be of assistance.
- Good judgment and common-sense skills.
- Ability to solve problems quickly and efficiently.
- High morals and values, such as integrity, desire for collaboration and courage to take calculated risks in search of excellence.
- Passion (utmost desire to improve and to win in the marketplace).
- Accountability and Empowerment: to strive to be in control of work processes by taking appropriate actions, controlling one's work and making decisions. To accept personal responsibility to set clear expectations, meet business objectives, improve our organizational effectiveness and to effectively communicate the actions of the organization.
- Innovative mind: seek to reinvent the way we do business to excel in the marketplace and achieve superior results for our clients. - Exceptional attention to detail and time management. - Highly articulate and persuasive when presenting to groups.