Consultant : Social Media Community

Old Mutual Limited; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading financial services organization in Cape Town is seeking a Social Media Community Consultant to manage online interactions and foster community engagement across various platforms. This role requires strong communication skills and the ability to handle high volumes of social media interactions professionally. The ideal candidate will have experience in social media management and a passion for customer engagement. Flexible working hours are required, including weekends during peak times.

Benefits

Flexible working hours

Professional development opportunities

Qualifications

• Matric and a relevant 3-year qualification.
• 2+ years' experience in social media community management.
• Proven ability to manage high volumes of social media interactions.

Responsibilities

• Act as the frontline voice of the brand across social media.
• Monitor and respond to conversations in a timely manner.
• Foster genuine two-way communication with customers.

Skills

Community Management

Customer Engagement

Social Media Strategy

Communication Skills

Problem Solving

Education

3-year qualification in Marketing or Communications

Tools

Data EQ Engage

Job description

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Job Description

We're looking for a dynamic and digitally savvy Social Media Community Consultant / Manager to join our social media team.

In this role, you'll be the voice of the brand across our social platforms, managing conversations, nurturing relationships, and fostering a vibrant online community that reflects Old Mutual's purpose and values, to be based in Cape Town at our Pinelands Offices.

You'll be responsible for implementing and integrating Old Mutual's online community strategy across key platforms, which include but are not limited to Facebook, X (Twitter), Instagram, and LinkedIn.

This includes driving meaningful engagement, ensuring timely and accurate responses, and growing an active, positive community around the brand.

The role is fast-paced and deadline-driven, requiring strong collaboration with both internal teams and external partners.

The ideal candidate is proactive, customer-focused, and comfortable working in an environment that demands agility, empathy, and professionalism even outside of core working hours when needed.

Responsibilities

Community Management & Engagement Act as the frontline voice of Old Mutual across platforms including Facebook, X, Instagram, LinkedIn, and others.

Monitor and respond to conversations timeously via Data EQ Engage, ensuring SLAs and tone-of-voice guidelines are met.

Foster genuine two-way communication with customers and followers, maintaining a positive and informative brand presence.

Escalate, track, and resolve customer queries in collaboration with internal business units.

Advocate for customers internally by sharing insights, feedback, and emerging trends.

Customer Service & Reputational Management Handle complex or escalated social media queries with empathy and professionalism, ensuring swift and effective resolution.

Manage reputational risk by identifying and escalating potential issues or crises early.

Partner with Legal, Compliance, and Communications teams to ensure accurate, brand-safe responses.

Champion best-in-class digital customer service that reinforces trust in Old Mutual.

Campaign Support & Strategy Implementation Support implementation of the social media strategy by collaborating with the broader social media, content, and marketing teams.

Drive efficiencies in community management workflows and share feedback for continuous improvement.

Provide valuable insights from customer interactions to inform campaigns and content planning.

Help execute engagement strategies that build community, advocacy, and brand affinity.

Monitoring, Reporting & Insights

Track performance metrics, engagement trends, and sentiment shifts across social platforms.

Deliver weekly and monthly performance reviews.

Identify key learnings and opportunities to improve response quality and turnaround time.

Monitor emerging trends and competitor activity to keep Old Mutual's social presence relevant and competitive.

Risk & Compliance

Adhere to all risk, compliance, and governance requirements for digital channels.

Maintain confidentiality and ensure responsible handling of customer information.

Support internal audit and assurance processes as needed.

Requirements

Matric and a relevant 3-year qualification (preferably in Marketing, Communications, or a related field).

2+ years' experience in social media community management, ideally in a corporate or financial services environment.

Experience using Data EQ Engage (or similar social media tools).

Proven ability to manage high volumes of social media interactions with professionalism and accuracy.

Strong understanding of online customer engagement, digital reputation management, and social media best practices.

Excellent written and verbal communication skills.

Strong stakeholder management and problem-solving ability.

Comfortable working flexible hours, including weekends or after-hours during peak periods or crises.

Skills & Competencies

Deep understanding of major social media platforms (Facebook, X / Twitter, Instagram, LinkedIn, YouTube, TikTok).

Knowledge of community management best practices, tone, and engagement techniques.

Experience using social media management and reporting tools.

Strong understanding of digital trends and how to apply them in a corporate context.

Exceptional written and verbal communication skills; ability to adapt tone and messaging for different audiences.

Empathy, professionalism, conflict resolution and active listening skills.

Strong awareness of brand voice and reputation management principles.

Ability to identify, elevate, and manage potential crises quickly and calmly.

Sound judgment when balancing customer needs with business priorities.

Ability to interpret social media metrics and derive actionable insights.

Competence in preparing performance reports and highlighting key trends.

Detail-oriented, with the ability to track engagement, response times, and campaign impact.

Works well across teams (Marketing, Communications, Customer Care, Legal, etc.).

Builds strong internal and external stakeholder relationships.

Open to feedback and proactive in sharing insights that can improve strategy or process.

Highly organized with excellent time-management skills; calm under pressure and adaptable to changing priorities.

Deadline-driven, self-motivated, passionate about delivering great customer experiences.

Flexible to work outside regular hours when required.

Customer First : Puts the customer at the heart of every interaction.

Collaboration : Works effectively diverse teams and perspectives.

Agile Innovation : Adapts quickly and embraces new ways of doing things.

Leading with Influence : Communicates with confidence and credibility.

Personal Mastery : Committed to continuous learning and growth.

Change as a Way of Executing : Thrives in an evolving digital landscape.

Closing Date : 04 November

• , 23 : 59 The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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