Summary
Date Posted: Saturday, April 17, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
Coordinator Social Media: Community Manager: East Africa
• Job Type Full Time
• Qualification BA/BSc/HND
• Experience
• Location Nairobi
• Job Field Media / Advertising / Branding
Reports to - Supervisor: Social Media Community Management
Direct Reports - No
Division - Connected Video
Department - CV Marketing
Key Customers - Showmax .

Purpose of the Position:
To connect with existing and potential customers through quality community management, aimed at increasing community retention, customer engagement and conversion to align with marketing strategies, as prescribed by the Social Media Manager.
Key Performance Objectives
Operational Delivery
• Manage platforms relevant to designated regions (Countries that fall under East or West Africa)
• Identify tactical social media opportunities
• Respond to mentions, customer queries and complaints in a timely manner as per the Social Media Manager’s recommendations across all social media platforms
• Practice social monitoring and listening to identify trends in conversation
• Escalate trends to the correct stakeholders through the identified escalation process
• Ensure brand consistency throughout all interactions
• Follow up to ensure loops have been closed with customer queries and complaints
• Engage with community members through direct messages and comments
• Keep track of the latest social media trends and innovation
Reporting & Stakeholder Management
• Report on any social media activity as per line manager’s requests/recommendations
• Build relationships with customers (both potential and existing), influencers, industry professionals and journalists through quality engagements

Qualifications Essentials:
A Diploma
Qualification Preferred:
Degree advantageous
Experience
• Strong engagements with social communities and/or customers on Facebook, Twitter and Instagram
• Engagement, sentiment and trend reports
• Up to date with relevant industry trends
• Creation or contribution to media content

Technical Competencies
• Community Management
• Customer Support
• Customer Engagement
• Social Reporting
• Ability to understand and interpret Social Media data and insights
• Strong engagements with community
• Strong customer service, communication and interpersonal skills required
• Skilled communicator (Written and verbal)
• Up to date with relevant industry trends
• Tech savvy
• Excellent writing skills
• An interest in social and digital trends

Behavioral Competencies (List the key behavioral competencies)
• Accountability
• Teamwork
• Strong communication
• Interpersonal support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking

Job Experience: No Requirements

Work Hours: 8

Level of Education: Associate Degree

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Job application procedure
Interested and qualified? Go to Multichoice Kenya on www.linkedin.com to apply

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