Social Media Community Manager-Standard Bank

🗏Job Type

Full Time

Marketing and Communication: marketing and protecting the Standard Bank brand across our business – including specialist advice and activity for specific countries and business units.

Job Purpose
Develop effective online communities and engagement in line with relevant on domain and social media strategies and business objectives.

Key Responsibilities/Accountabilities
Ensure the effectiveness of the on-domain community by supporting service and social media teams in all business units:
Drive collaboration with in-country community managers and business to assist in the development of strategic direction and implementation of content proactively and reactively. (Community managers are those who manage the online communities in line with a prescribed community strategy.)
Train social media teams and business SMEs to a level that allows them to meet the requirements of their community strategies – Content, Service Management, Trends etc.
Facilitate the sharing of best practices across social media teams and business partners.
Coordinate a South Africa wide engagement calendar.
Ensure Social media teams have access to and are using prescribed tools.
Relevant style guidelines are in place and current.
Assist in platform optimisation; design, layout, integration, strategies etc.

Support social media team by reviewing their activities in relation to their strategies and encourage revision of their strategy or engagement patterns where necessary.
Suggest engagment opportunities that may help other social media teams to deliver on their strategy.

Build and manage the On Domain Community in line with business strategies;
Identify, create and curate social content (this includes written and rich media content) that results in engagement and reach in line with the relevant community strategies.
Ensure sales leads and service queries are routed to the correct teams and that feedback is received from them.
Design, create, implement and manage social marketing campaigns (organic and paid).
Ensure there is an active influencer manangement programme in place and that influencers across various topics are identified and updated regularly.
Suggest new communities, business partners, user journeys 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.

Deliver on On-Domain Community related projects for the business:
Participate in social media projects as required by internal clients. Activities include, but not limited to: integration of social into marketing communications activities and campaigns; ideation; reporting; community strategy development; content development and curation; implementation; reporting; planning; coordination; and administration.
Coordinate the delivery of social media campaigns as per agreed costs and timelines.
Effective and efficient co-ordination of key projects with strong project management skills.

Reduce 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, Including flagging trends and areas of concern to the relevant teams or business unit.
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.

Manage Client Relationship:
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, including eth on domain community strategy.
promote responsible and efficient use of social media channels
Assist is determining future strategies and plans.

Monitor 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 web and 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
Reporting:
Compile overall monthly and ad-hoc business unit related reports, showing community health and other key metrics and drawing insights an dplans from that.
Driving benchmarks for measuring community success and are updated regularly.
Ensure effective listening, analysis and engagement are in place on a day-to-day basis in such communities.
Monitor trends in online tools, applications, channels, design and strategy; and identify opportunities to improve social media effectiveness.
Drive sign up and acquisition of new users to the On-Domain Community platform.
Analyse, review, and report on effectiveness of engagement and adjust as may be necessary maximize the power of the community.
Content Creation and Maintenance:
Create and curate content for the platform, including; Blogs, FAQ Content, How-To guides, Rich media etc.
Creation or guidance on the creation of content that supports; Existing Products, Campaigns, Sponsorship etc.
Ensure dynamic and responsive content management is updated timeously and ion a responsive manner.
Creation of content that will drive engagement and respond to ongoing trends and issues proactively or reactively.
Working with business units, other social media teams and agency to coordinate content for service management.

Preferred Qualification and Experience
Degree in Social Science / Marketing.
3-4 Years Social Media experience
Knowledge/Technical Skills/Expertise
Brand Management.
Research and Information Gathering.
Effective Business Communication.
Project Management.
Stakeholder Management.
Online Campaign Management.
Risk Management.
Compliance.


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Job id : , #73033, 118 views,

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