Community Manager at BURN

Duties and Responsibilities

•  Monitor and attend to queries, concerns and comments posted on the company’s social media platforms.
•  Liaise with in-country commercial, distribution, and marketing teams to meet and exceed customer expectations.
•  Daily review of social media posts for accuracy and ensuring inappropriate content is appropriately escalated and resolved.
•  Generate content from the digital marketing strategy, and provide weekly reports on feedback, outstanding queries and support provided.
•  Organize and participate in events to build community and boost brand awareness.
•  Coordinate with Digital Marketing and Customer Care team meetings to ensure brand consistency and work.
•  Liaise with multifunctional departments to stay updated on product and features development.
•  Build relationships with existing customers, potential customers, and industry professionals.
•  Suggest and implement new features to develop brand awareness, like promotions and competitions.
•  Stay up to date with current technologies and trends in social media, design tools and applications.

Skills and Experience

•  Bsc Marketing or relevant
•  Google for Africa Skills.
•  Excellent Communication skills- verbal, written, and analytical.
•  Any social media management tool e.g. Hootsuite, Sprout Social, Agorapulse
•  Working knowledge of CRM –Zendesk or Freshdesk
•  Proven work experience as a community manager and or digital customer care
•  Experience launching community initiatives (e.g. building an online forum, creating an event series and writing an email newsletter)
•  Ability to identify and track relevant community metrics.
•  Excellent written, and verbal communication skills, analytical skills, and multitasking
•  Hands-on experience with social media and customer care management for brands
•  Ability to interpret online customer engagement metrics.
•  Knowledge of online marketing and marketing channels
•  BSc degree in Marketing or a relevant field
•  MUST have a high EQ.
•  Ability to prioritize and escalate matrix.
•  Excellent people skills to be able to deal with customers.
•  Able to close the feedback loop and work independently with once-a-week check-ins.