Social Media Team Manager

We are seeking a dynamic and experienced Social Team Manager to lead and manage our social media team. The successful candidate will be responsible for overseeing a team of social media agents who handle all interactions across various social media platforms. The Social Team Manager will play a pivotal role in ensuring our brand's voice is consistent, engaging, and responsive, while driving customer satisfaction and engagement., Team Leadership & Development:

• Lead, mentor, and manage a team of social media agents, providing guidance, support, and professional development opportunities.
• Conduct regular performance evaluations, set goals, and provide feedback to help team members reach their potential.
• Foster a positive, collaborative team environment that promotes productivity and innovation. Social Media Management:
• Oversee all social media interactions, ensuring timely and appropriate responses that align with the company's brand voice and values.
• Monitor social media channels to identify trends, issues, and opportunities for engagement
• Collaborate with the marketing and communications teams to align social media activities with broader company initiatives and campaigns. Be a customer champion sharing best practise and root cause findings with the relevant business leaders to drive positive change and improvements to enhance the customer experience
Strategy & Execution:
• Develop and implement strategies to enhance social media engagement and customer satisfaction.
• Analyse social media metrics and provide regular reports to senior management, offering insights and recommendations for improvement.
• Ensure the social media team meets key performance indicators (KPIs) related to response times, engagement rates, and customer satisfaction. Crisis Management:
• Act as the primary point of contact for social media crises, coordinating responses with the PR and communications teams.
• Develop and implement crisis communication plans to mitigate potential risks and protect the company's reputation. Process Improvement:
• Identify opportunities to streamline social media processes and improve efficiency.
• Implement best practices for social media engagement and ensure all agents are trained on these practices. Cross-functional Collaboration:
• Work closely with other departments such as customer service, PR, and marketing to ensure cohesive communication and support across all customer touchpoints.
• Participate in cross-functional meetings to align social media strategies with company goals and initiatives.
  
  Experience in social media management, with exposure to supervisory or management role.
• Strong understanding of social media platforms, trends, and best practices.
• Excellent written and verbal communication skills.
• Proven ability to manage and develop a team.
• Experience with social media analytics tools and the ability to interpret data.
• Strong problem-solving skills and the ability to manage crises effectively.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
If you are a passionate social media professional with a knack for leadership and strategy, we encourage you to apply for this exciting opportunity to lead our social media team and make a significant impact on our brand's digital presence