Social Media Manager

As a Social Media Manager (SMM), your focus will be on managing your clients with exceptional customer service, working to build a long-term productive and positive relationship with all relevant stakeholders. Your primary objective will be to retain your clients long-term, ensuring that their packages are fit for purpose and, where appropriate, growing their packages. You will coordinate all client communications, including Partnership Launch Meetings, Strategy Review Calls, regular check-in meetings, update emails, etc. and all reports including strategy documents, monthly reports, etc. You will also lead on the strategic development of all paid social advertising campaigns, including creation, optimization and reporting. You may be involved in the social media management of the client's package, including post creation and scheduling, as well as online community management. On occasion, you may also need to assist with influencer marketing campaigns for your clients.

You will be assigned your own clients, whom you will work with on a regular basis. You'll also be asked to cover clients for other members of the team (when they are on leave or need support during busy times). This will allow you to get to know all our clients and give you the opportunity to manage social media for a range of businesses and industries.

Reporting Line

Your day-to-day work will be supported by the Senior Social Media Manager(s), with overall supervision and oversight provided by the Head of Operations and Office Manager.

Performance Expectations

As a Social Media Manager, the main metrics your performance will be judged upon are:

• Client Retention


• Client Contract Rollover


• NPS Client Satisfaction


• Upselling / cross-selling


And the associated targets:

• Achieve a yearly client retention figure of 92.5% or higher.


• Achieve a yearly client contract rollover figure of 75.00% or higher.


• Contribute to achieving a yearly NPS score of 53 or higher.


• Contribute to achieving a quarterly upsell figure to the value of 5% of monthly Revenue or higher., The role of Social Media Manager involves you managing a number of clients, their social media strategy and their paid advertising, and on some occasions, the social media deliverables, in line with specific packages and objectives. Your responsibilities will be:


Client Management

· Building positive relationships with clients, focusing on long-term retention.

· Performing research and analysis to develop a strategy document, based on the client's objectives; continually working to update the strategy as necessary, in response to changing needs.

· Liaising with your clients via email, over the phone, in-person and on occasion, through other means (Teams, email, etc.).

· Coordinating all written communications, including the strategy document, service proposals, update emails and monthly reports.

· Coordinating the work of Social Media Assistants, Creative Assistants or Copywriting Assistants who contribute to the delivery of your client's packages.

· Ensuring to cc in all relevant stakeholders in all of your communications, so that they are in the loop.

· Managing a monthly budget of retainer hours for each client, ensuring all monthly retainer hours are delivered and a suitable monthly burn rate is achieved.

Paid Social Media Advertising

· Planning and creating a variety of paid social media campaigns/adverts across a range of digital channels.

· Keeping on top of and understanding the latest paid advertising policies to ensure complete compliance in the paid adverts that you develop.

· Overseeing and optimising existing paid advertising campaigns by analysing data and making data-driven decisions to improve results. Tracking results and optimizations.

· Managing a budget for paid social media advertising, reconciling each month.

· Ensuring that all paid advertising estimates are reached.

Social Media Management

· Managing the day-to-day handling of all social media channels such as Facebook, Instagram, LinkedIn, Twitter, Pinterest, TikTok and YouTube, adapting content to suit different clients and channels.

· Creating original, engaging and strategically planned organic posts, across multiple platforms, using a combination of well-written copy and engaging visual components.

· Planning and delivering content across different platforms using scheduling tools such as Sprout Social, Canva, Productive, and Microsoft Office, as well as the native platforms.

· Managing and facilitating social media communities by responding to social media comments and creating outbound opportunities for developing discussions.

· Assisting with influencer marketing campaigns, including developing strategies, researching influencers, planning campaign ideas, liaising with and managing influencers, and reporting.

· Forming key relationships with influencers across the social media platforms, as a part of community engagement.

· Leading on starting-up and onboarding new client, including campaign planning.

· Managing competitions and campaigns that promote our clients' brand and business.

· Performing cover work, which could be both covering delivery or management.

· Working with Senior Social Media Managers and other Social Media Managers to ensure a high-quality delivery of the client's package.

Learning & Improving

· Undertaking a wide range of industry, audience and competitor research and analysis, using this to inform social media activities and recommendations.

· Monitoring, tracking, analysing and reporting on performance on social media platforms using tools such as Sprout Social, Google Analytics and platform insights.

· Identifying opportunities and recommending improvements to paid and organic activity to increase performance in line with client's objectives.

· Proactively solving problems to ensure service delivery is customer-focused and in line with client objectives.

· Researching and evaluating the latest trends and techniques in order to stay on top of and leverage new social media features.

· Sharing any social media and paid advertising lessons learned with other members of the team.

Communications & Culture

· Using Productive to stay organised with tasks involved for clients and making a consistent stream of notes about client developments.

· You will be expected to attend all full-team meetings.

· Participating in Virtual Team Times, Office Days and engaging in conversations through Microsoft Teams while working remotely.

· You are expected to attend all Office Days.

· When necessary, you may be required to perform duties that are outside of your role on a temporary basis.,
• This role is a hybrid type. Can you attend Office Days in our Portsmouth office?
  
  Do you have experience setting up and running Facebook ads (excluding promoted posts)? If so, please rank using the scale 1-10 on how confident you are managing the whole process from start to finish (setting up ads, optimising them, creating visuals, etc.)


Experience:

• Social media marketing: 1 year (required)


• social media strategy: 1 year (required)
  
  Established in 2012, Giraffe Social is not your run-of-the-mill agency. We're the trailblazers of the digital savannah, partnering with global giants to craft awe-inspiring social media marketing campaigns. Our close-knit team is driven by an unyielding commitment to growth and innovation, propelling businesses worldwide toward their digital marketing objectives with powerful social media strategies. Join us on this exhilarating journey!


Our Values

At Giraffe, our values form the nucleus of our operation:

· Strategy and Creativity - This value signifies our approach to social media marketing, where we fuse strategic planning with imaginative creativity. Every decision we make, every campaign we launch, is a meticulously calculated move infused with creativity. We ensure every step is strategic but never mundane, always brightened with our creative edge. This value is also reflected in our operational structure.

· Balance and Wellbeing - We prioritise work-life balance, nurturing an environment where creativity and growth meet personal well-being. Our team thrives by being both professionally challenged and personally content.

· Evolution and Growth- We're a team committed to continuous learning, growth, and evolution. We refuse to settle, always aiming to improve our services and grasp of industry trends.

· Sustainability and Responsibility - We're committed to minimising our environmental impact, integrating sustainable practices in our operations and advocating for environmentally friendly solutions in our services.

· Unity and Recognition - Our team thrives on unity and acknowledging each other's successes. We believe in the power of mutual recognition, positivity and creating a cohesive and triumphant team.


• Additional leave


• Bereavement leave


• Casual dress


• Company events


• Company pension


• Employee discount


• Paid volunteer time


• Sick pay


• Work from home


Schedule:

• Monday to Friday


• No weekends


Supplemental pay types:

• Performance bonus