Social Media Manager

Overview

The Social Media Manager will oversee the daily management and execution of social media activities across multiple brand portfolios. This position ensures that broad brand and digital strategies are effectively translated into coordinated social media campaigns and community engagement efforts.

Key Responsibilities

• Create and maintain detailed monthly social media schedules for various brands and platforms aligned with brand and digital marketing strategies.
• Manage the implementation of social media campaigns such as promotions, product launches, competitions, partnerships, and ongoing content.
• Collaborate closely with content and creative teams to provide precise briefs, communicate platform-specific requirements, and ensure content is prepared on time.
• Schedule and publish social media content with appropriate copywriting, tagging, links, calls to action, and adherence to campaign guidelines.
• Coordinate with paid performance media (PPC) teams to amplify social campaigns, including audience targeting and timing optimization.
• Lead influencer and creator partnerships by managing their activities and fostering relationships with agencies and platform partners.
• Supervise Community Managers by assigning workloads, enforcing response quality and brand tone, and establishing escalation protocols to protect brand reputation.
• Ensure timely and consistent responses across social platforms, escalating customer or reputational issues as needed.
• Extract themes and customer sentiment from community interactions to inform marketing, content creation, and customer service teams.
• Monitor social media platform performance daily to identify and enhance content or campaigns that need support or adjustment.
• Stay abreast of social trends, competitor activities, platform updates, and cultural events, proposing relevant opportunities to marketing teams.
• Generate comprehensive social media performance reports analyzing metrics such as reach, engagement, follower growth, video views, traffic, and influencer impact.
• Leverage data insights to enhance upcoming content calendars, briefs, paid strategies, and influencer campaigns.
• Manage social media and influencer budgets within allocated limits, ensuring precise tracking of expenditures.
• Adhere to brand standards, platform best practices, campaign protocols, and internal approvals across all social media efforts.
• Collaborate with cross-functional teams including brand, CRM, customer service, and operations to support social campaigns and community conversations.

Community Management Specific Duties

• Directly oversee Community Managers responsible for engaging users daily across social platforms.
• Establish clear standards for response times, tone of voice, and escalation workflows.
• Perform quality checks on responses ensuring communities are actively and thoughtfully managed.
• Escalate sensitive complaints and potential risks to relevant teams promptly.
• Identify and pursue proactive engagement opportunities to enhance brand connection with the community.
• Synthesize recurring themes and sentiment from community feedback for marketing and customer care use.

Qualifications and Experience

• A relevant degree or qualification in Marketing, Communications, Digital Marketing, or a similar discipline.
• Established track record managing social media for well-known consumer-facing brands, preferably in retail, quick service restaurants, FMCG, or agency settings.
• In-depth hands-on knowledge of platforms including Meta (Facebook, Instagram), TikTok, YouTube, and X (Twitter).
• Experience planning and overseeing multi-brand or multi-campaign social media calendars.
• Strong familiarity with paid social strategies and how organic content integrates with PPC and performance marketing.
• Proven ability to manage influencer and creator campaigns effectively.
• Prior leadership or supervisory experience managing Community Managers or social media teams.
• Competence in online community engagement, customer interaction, and issue escalation procedures.
• Comfortable working with social analytics tools and translating data into actionable insights.
• Outstanding organizational, briefing, and stakeholder coordination abilities.
• Attention to detail, adeptness at juggling multiple brands, campaigns, and deadlines in a dynamic environment.