Social Media Manager

Job title: Associate Program Manager, Social Brand Reputation

Location: Sydney/ Melbourne (Remote)

Job type: Contract

About the role:

This role requires a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems that arise in this high-change environment.

What You'll Do

• Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via the Client's social media tool, Sprinklr, as well as occasionally natively monitoring platforms
• Understand the full spectrum of Client's customer care policies and processes
• Liaison with Marketing and Comms on replies to influencer and viral posts
• Bring an elevated lens of Marketing/Comms to the Client’s customer care world
• Manage key stakeholder conversations with senior-level global leadership
• Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaising with policy, etc.
• Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia
• Assist in training and onboarding new team members on processes and ways of working Basic Qualifications
• Minimum of 2 years of prior work experience, preferably in social media community management or related field

Preferred Qualifications / Experience

• 4+ years of social media community management for a large brand with diverse issues
• Project management: you have proven experience in managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
• Ability to thrive in an ambiguous and flexible work environment
• Bachelor's degree, preferably in Communications, Social Media or Public Relations
• Social Listening and Software Proficiency in Sprinklr & Brandwatch
• Understand intuitively what has the propensity to go viral and create brand crises
• Proficient stakeholder management skills
• Influencer management experience
• Previous experience managing Brands and Crises in Social Media
• Customer care operations experience
• Strong communicator (both verbal and written); creative copywriting skills
• Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations on Social Media
• Problem solver - Desire to address complex problems without hesitation
• Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
• Highly organized and able to multi-task, whilst maintaining a clear and proactive flow of communication
• Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)