Social Media Team Manager - Fixed Term

Danone; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global leader in FMCG is seeking a Social Media Team Manager in London. The role involves managing social media operations, engaging with customers, and providing top-notch service. Candidates should have experience in community management, excellent communication skills, and proficiency in social media tools. This position encapsulates a dynamic working environment and a commitment to team engagement and customer satisfaction.

Benefits

Team environment

Pension Scheme

Gym membership discounts

Charity involvement

Qualifications

• Experience in community management or social media marketing.
• Strong written and verbal communication skills.
• Proficient in social media management tools.

Responsibilities

• Manage social media operations and customer interactions.
• Provide support to the operational team on social media topics.
• Monitor and moderate social engagement across channels.

Skills

Community management

Social media marketing

Effective communication

Customer service

Social media management tools

Tools

Google Suite

Microsoft Office

Job description

Responsibilities

As a Social Media Team Manager, you will be the primary contact within the Danone Careline for all customer interactions through social media channels. Your main focus will be to help drive our mission in bringing innovative experiences, data-driven thinking, social and digital capabilities into a constantly changing ecosystem, as part of our outsourced collaboration. You will manage the day-to-day social media operations, including proactive and reactive conversation of specific brands, providing best-in-class service to the client. You will provide support and information to the wider operational team on social media-related topics. You will be responsible for publishing, monitoring and moderation of social engagement, including the response and handling of complaint's received on various social and digital channels in line with our brand tone of voice. You will be responsible for social listening and instrumental in the building and analysing of operational reporting under the supervision of an experienced team leader to support the coordination of activities. Working closely with the quality controller, trainers and Danone stakeholders, you will ensure that knowledge-base articles and training materials are up-to-date with the latest social media trends and customer service practices to provide the best possible consumer experience. Additionally, you will assist the quality controller with monitoring consumer interactions on social media to maintain high standards and participate in the preparation and delivery of training workshops as required.

Please note that whilst you will be supporting the Danone contract, whose opening hours are 10am - 10pm Monday to Saturday & 10am -5.30pm Sunday, your Konecta contracted hours will be 8am - 10pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.

Systems & Training Full training will be given by Konecta and will include supporting on-going 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. 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).

Qualifications

• Background in either community management or social media marketing and working experience in a media or marketing agency with relevant social media track record (media, marketing, PR) and display enthusiasm for the FMCG industry and representing iconic brands on social media.
• Ability to communicate effectively and empathically with a wide range of consumers and members of the public through social media platforms.
• Excellent written and verbal skills.
• Ability to take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalized solutions.
• Demonstrable experience in social media management and customer service roles.
• IT skills: Proficient in using social media management tools, Google Suite, and Microsoft Office. Strong typing skills are essential.
• Some degree of experience in preparing informative presentations using PowerPoint or Google Slides is preferable. Training will be provided.
• Flexible to work shifts.
• Self-motivated and a team player.
• To have fun at work!

  We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society.

  We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways - this can be on the phone, via email, on the web through live chat or any social media channels.

  Learn more here: https://www.konecta-group.com/who-we-are

Benefits

• Konecta UK working culture of fun and sociable team environment
• Pension Scheme
• Eye test vouchers and discounts
• Discounted corporate gym membership with Nuffield
• Involvement with local charities and fundraising days
• Campaign specific benefits including discounts, incentives and prizes

Why work for us?

Why work for us? We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society. Konecta UK working culture of fun and sociable team environment. Pension Scheme. Eye test vouchers and discounts. Discounted corporate gym membership with Nuffield. Involvement with local charities and fundraising days. Campaign specific benefits including discounts, incentives and prizes.