Social Media Specialist

Konecta; Madrid; Presencial; GBP 28.000 - 38.000; Jornada completa

Descripción de la vacante

Konecta is recruiting a Social Media Specialist for the Danone Careline, joining the social media team to manage consumer interactions and conversations across multiple platforms.

You will work across brands, respond to inquiries, monitor trends, and help deliver a best-in-class consumer experience with a clear, brand-appropriate tone of voice.

The role requires strong written communication, organisational skills, and the ability to balance priorities while maintaining empathy and professionalism.

Formación

• Excellent written communication skills across diverse social platforms.
• Strong interpersonal skills with empathetic, friendly tone.
• Strong attention to detail when handling consumer information and documentation.
• Accountability and ability to manage own workload.
• Excellent organisation and prioritisation across multiple brands.
• Proactivity to identify opportunities and emerging issues.
• Good judgement handling sensitive conversations and risks.
• Resilience and professionalism in emotive conversations.
• Adaptability to move between brands, audiences and tones.
• Solid knowledge of social platforms, online communities, trends.
• Teamwork and collaboration with colleagues.

Responsabilidades

• Manage day-to-day consumer interactions across brand channels with appropriate tone.
• Support consumers across Danone products, owning cases from first contact to resolution.
• Monitor conversations, spot trends and join cultural moments.
• Track brand mentions and flag risks and insights to the team.
• Moderate channels per guidelines and escalate high-risk content.
• Support campaigns and competitions, handling related queries.
• Track and report on community activity and share insights.
• Contribute to continuous improvement of social media processes.

Conocimientos

Written communication

Interpersonal skills

Attention to detail

Organization

Proactivity

Judgement

Resilience

Adaptability

Social media awareness

Teamwork

Descripción del empleo

REPORTS TO: UK&I Social Media Team Manager

WHO WE ARE

Konecta is a leading innovative global service provider in customer management business process and digital outsourcing, with 120,000 passionate employees working in 30 languages across 4 continents and 26 countries.

Focusing on the unique needs and opportunities of each industry, Konecta offers a full range of end-to-end customer management solutions – including acquisition, retention, customer service, technical support, and collection – all based on a sustainable business model. These services are built on a portfolio of world‑class expertise covering customer experience and process management, digital solutions and cutting‑edge technologies.

Headquartered in Madrid, Konecta delivers global revenues of €2 billion with more than 500 clients, covering some of the biggest names in telecoms, energy, banking, mobility, retail, and e‑commerce.

MISSION OF THE ROLE

As a Social Media Specialist, you will be part of the social media team within the Danone Careline, responsible for managing consumer interactions and conversations across a wide range of social media and digital channels.

We are looking for someone who is confident, proactive, organised and genuinely passionate about social media and delivering excellent consumer experiences.

You will need to be comfortable working across multiple brands and platforms, managing competing priorities and using your own judgement to determine how conversations should be handled.

You will play a key role in delivering a best-in-class consumer experience, managing both reactive customer care and proactive community engagement across multiple Danone brands. You will be responsible for responding to consumer inquiries, comments and complaints, identifying emerging conversations and trends, and ensuring all interactions are handled accurately, efficiently and in line with the relevant brand tone of voice.

Working across platforms including Facebook, Instagram, TikTok, X and other social and digital channels, you will manage a varied workload across multiple brands and consumer audiences. The role requires strong judgement, excellent written communication and the ability to prioritise and manage multiple tasks and conversations effectively.

We are looking for people who are flexible and positive to join our team embracing Konecta’s values and representing this well‑loved client.

RESPONSIBILITIES

Community Management & Consumer Care

• Manage day‑to‑day consumer interactions (comments, DMs, mentions and tagged content), responding accurately, empathetically and in the appropriate brand tone of voice.
• Support consumers across the full range of Danone products, owning cases from first contact through to resolution.

Proactive Social Engagement

• Monitor conversations and engage proactively to build positive brand relationships, spotting trends and cultural moments worth joining.
• Track brand mentions and wider conversations to flag emerging risks, recurring themes and consumer insights to the wider team.
• Moderate channels per agreed guidelines, escalating high‑risk, sensitive or reputationally significant content through the appropriate channels.
• Support timely, accurate and consistent handling of issues and sensitive consumer complaints.

Campaigns & Competitions

• Support brand campaigns and competitions, handling related consumer queries accurately and documenting cases within agreed timeframes.

Reporting & Team Support

• Track and report on community management activity and key metrics, sharing trends, feedback and insights with the wider Danone Careline and client teams.
• Contribute to continuous improvement of social media processes and consumer care.

Please note that whilst you will be supporting the Danone contract, whose opening hours are 10.00 am - 10.00 pm Monday to Saturday and10.00 am - 5.30 pm on Sunday, your Konecta contracted hours will be8am - 10pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.

REQUIREMENTS

• Excellent written communication skills, with the ability to communicate clearly, professionally and appropriately across different social platforms.
• Strong interpersonal skills and the ability to communicate with consumers in an empathetic, caring and friendly manner.
• Strong attention to detail, particularly when handling consumer information, complaints, cases and documentation.
• Accountability and ownership, with the ability to manage your own workload and ensure assigned tasks are completed within agreed timeframes.
• Excellent organisation and prioritisation skills, with the ability to manage multiple brands, platforms, conversations and deadlines.
• Proactivity, with the confidence to identify opportunities, emerging issues and trends without always requiring direction.
• Good judgement, particularly when handling sensitive consumer conversations, complaints and potential reputational risks.
• Resilience, with the ability to remain professional and empathetic when dealing with challenging or emotive conversations.
• Adaptability, with the ability to move between different brands, audiences, tones of voice and types of consumer interaction.
• Social media awareness, with a strong understanding of social platforms, online communities, trends and how consumers interact with brands.
• Teamwork, with the ability to collaborate effectively with colleagues and wider stakeholders.

Previous experience in social media community management, customer care, social listening, digital customer service or a similar consumer‑facing role would be advantageous.

Achievement results and opportunity for Growth

The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience.

Careline Advisors are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, Customer satisfaction, data capture accuracy and call quality targets.

These will be communicated by the Team Leader (on behalf of the client).

Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.

Systems & Training

Full training will be given by Konecta and will include supporting ongoing training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training.