Social Media & Content Executive

Better Placed Ltd - A Sunday Times Top 10 Employer!; West Midlands Combined Authority; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

An innovative global B2B company in the home textiles sector is seeking a passionate Social Media & Content Executive. This hybrid role involves managing the brand's social media presence, creating engaging content, and fostering community interaction. You'll collaborate with marketing teams to enhance customer engagement through insightful discussions and campaigns. If you have a knack for community management and a strong background in content creation, this is your chance to make a significant impact in a dynamic environment that values creativity and customer connection.

Qualifications

• Experience managing online communities and social media platforms.
• Strong content creation skills to drive engagement.

Responsibilities

• Manage the brand's Social Media and Comms plan across all channels.
• Create engaging content and run campaigns to boost participation.

Skills

Community Management

Content Creation

Customer Engagement

Social Media Management

Problem-Solving

Organizational Skills

Written Communication

Tools

Social Media Tools

Forum Analytics

Job description

• Social Media & Content Executive

• Global B2B business – Home Textiles

• West Midlands. Hybrid 3/2

• £30,000 - £35,000 + Package

Reporting into the brands Digital Marketing Manager, you will be responsible for managing the brands Social Media and Comms plan across all Social Media Channels, the Customer forum and web.

You will work with the wider Marketing and Digital team to ensure multi-channel customer communications/ content is engaging, meaningful and on brand. You’ll also support the communications/ content strategy for customer queries and feedback – B2B customers (retailers and designers and trade professionals).

You’ll be part of a team that is building strong relationships with B2B customers, offering valuable insight and upholding an excellent level of customer service.

A proactive approach to customer interaction and content development will be key to success in this role.

Key Responsibilities include:

• Create and post relevant, engaging content, including industry insights, customer case studies, product guides, and how-to content.
• Run campaigns, competitions, and interactive discussions to drive participation in forums.
• Coordinate with the Social media content manager to ensure messaging across all digital platforms is consistent.
• Develop and manage online groups, providing insights and fostering industry-specific discussions.
• Collaborate with the Insights team to share market intelligence and trends within the forum.
• Plan and organise roundtable events, webinars, and trade discussions within the forum to enhance engagement.
• Oversee and moderate online forums including social media channels for customers and trade groups, ensuring positive and productive interactions.
• Develop and maintain community guidelines that encourage respectful and valuable discussions.
• Identify and engage with brand advocates, encouraging organic community growth.
• Work closely with the customer service team to ensure timely and relevant responses to customer queries. Collaborate with the Insights team to track key metrics, such as engagement levels, user sentiment, and forum growth.
• Analyse forum discussions and recommend improvements based on insights, boosting engagement and delivering added value.
• Provide reports on forum performance, offering recommendations for future activities based on community feedback.

Experience I am looking for:

• Proven experience in managing online communities, forums, or social media platforms.
• Experience in customer engagement and community moderation, ideally in a B2C or B2B environment.
• Solid background in content creation, with an understanding of how content drives engagement.
• Ability to handle & response quickly to queries and moderating discussions.
• Familiarity with community management and social media tools, as well as forum analytics.
• Strong written communication skills, with the ability to create engaging, clear, and informative posts.
• Excellent problem-solving abilities to address customer concerns effectively and escalate when necessary.
• Strong organisational skills, with the ability to manage multiple activities and track forum engagement.
• Proficient in using social media management and community moderation tools.