Social Media & Community Specialist Job Description
Position Overview
The Social Media & Community Specialist plays a pivotal role in enhancing brand visibility, engagement, and loyalty. This role involves managing social media platforms, creating meaningful interactions with the online community, supporting on the influencer and affiliate strategy, and leading customer service efforts to deliver a seamless brand experience.
Key Responsibilities
Social Media Strategy & Execution
- Develop and execute social media strategies across key platforms (e.g., Instagram, TikTok, Facebook, Pinterest, and LinkedIn).
- Create, schedule, and manage engaging posts that align with the brand’s voice and marketing campaigns.
- Monitor social media trends and platform updates to identify opportunities for innovation.
Community Engagement
- Act as the primary point of contact for online community interactions, responding to comments, messages, and reviews promptly.
- Foster meaningful relationships with the audience, encouraging brand advocacy and loyalty.
- Collaborate with the Content & Graphic Design team to deliver impactful visuals and campaigns.
Customer Service Support
- Address customer inquiries and concerns received through social media channels, escalating issues when necessary.
- Gather and relay customer feedback to internal teams to improve products and services.
- Provide real-time updates to customers regarding promotions, launches, and brand announcements.
Affiliate & Influencer Marketing
- Manage and grow the affiliate marketing program, ensuring affiliates drive targeted traffic and sales.
- Collaborate with the PR team to identify, manage, and execute influencer marketing campaigns that align with brand objectives and campaigns.
- Build and maintain strong relationships with affiliate partners and influencers, ensuring ongoing collaboration and brand alignment.
Content Creation & Collaboration
- Partner with the Content & Graphic Designer to create platform-specific assets, including reels, stories, and live content.
- Support influencer marketing efforts by managing collaborations and tracking performance.
- Collaborate with the PR team to identify and manage influencer partnerships that align with brand objectives.
- Oversee affiliate marketing campaigns and ensure they align with the brand’s broader marketing and sales goals.
Analytics & Reporting
- Track and analyse social media performance metrics (e.g., engagement, follower growth, impressions).
- Create monthly reports to evaluate campaign success and identify areas for improvement.
- Use data insights to optimize future content and engagement strategies.
- Providing secondary support on other digital marketing channels as needed regarding email marketing, paid social, performance ads, and anything else digital related as required.
Qualifications
- Bachelor’s degree in Marketing, Communications, or a related field.
- 2+ years of experience managing social media platforms and online communities.
- Proficiency in social media management tools (e.g., Hootsuite, Buffer, Later).
- Strong knowledge of platform algorithms, trends, and best practices.
- Excellent communication skills, with the ability to craft engaging content and manage customer interactions.
- Experience with basic analytics tools (e.g., Instagram Insights, Google Analytics).
Key Attributes
- Creative: Strong ability to ideate and execute engaging campaigns tailored to specific platforms.
- Personable: Skilled in building rapport with customers and fostering a positive community.
- Detail-Oriented: Capable of managing multiple conversations and campaigns simultaneously.
- Problem-Solver: Proactively addresses customer concerns and resolves issues.
- Analytical: Uses data to refine strategies and improve performance.
Performance Metrics
- Growth in social media followers, traffic to site and engagement rates.
- Timely response to customer enquiries and resolution of issues.
- Success of social media campaigns based on KPIs like impressions, clicks, shares, and conversions.
- ROI on affiliate and influencer campaigns.
- Positive sentiment and feedback within the community.
