Digital Communications Manager

Description

Our engagement managers are responsible for building our brand perception on social media, increasing brand affinity and awareness through interacting with our target audience.

The core of this role is being the eyes and ears of our social team. This role involves engaging with our followers, drawing insights and inspiration, and developing new ideas to help us connect with our audience.

Engagement

ABOUT THE ROLE

• Inbound: Responding to non-technical incoming messages in a way that represents our brand voice and encourages our customers to interact with us.
• Outbound: Proactively finding opportunities online to interact with our target audience and other brands.
• Surprise & Delight: Managing surprise & delight initiatives & opportunities
• Connecting to content: finding opportunities for trends or posts that the social content team can collaborate on.
  
  

• Building relationships with our tech partnerships and integrations to create online collaborations
• Executing on micro-content and A-Z initiatives that drive more attention and engagement online for the brand
  
  

• Monitoring and responding to +/- reviews across our review sites to manage brand perception
• Supporting CX social support with alignment, information sharing, macros and closing the loop on all social responses.
• Platform incidents
• Support CX support during platform incidents & ensure we’re following due process for best possible communication with our customers, managing brand perception even in difficult circumstances
• Being on-call for incidents during working hours, with occasional variations on schedules to provide coverage
• Reporting on social trends & conducting competitor research
• Identifying potential influencers and ambassadors for us to work with
• Shaping our brand voice & processes
  
  

• Native English (required)
• A detail-oriented mindset, demonstrating a commitment to our customer’s experience from A-Z, closing the loop every time.
• A passion for and understanding of social media across multiple platforms.
• Community manager, customer support or marketing communications experience
• B2B and/or tech brand experience