Social Media Community Executive

Birmingham, United Kingdom · Digital

Description

Social Media | Community Management | Consumer Relations | Facebook | Twitter

Who are we?

Great question! ITG is a specialist provider of marketing services and technology to retailers and brands. We’re based out of Birmingham, London, and New York and service clients all over. We work with our customers to make their marketing operations simpler, faster, cheaper and better. We do this by delivering high value marketing support services and workflow technology. Voted Best Technology-Focused Marketing Services Company 2015 at the Technology Innovator Awards 2015, we continually develop ways to help marketers, be marketers!


Where does this role fit in?

We are looking for a Junior Social Media Community Executive who will be responsible for managing a number of Facebook Social profiles in the hospitality sector. The candidate will have expertise and experience in a Customer Service centric environment. The Community Executive is not responsible for creating and distributing content however they will be responsible for responding to community content (posts etc.) generated and escalating any issues to the appropriate internal/client teams.

Your key responsibilities will be:

* Being the first point of contact for all interaction, including customer complaints, queries and conversation

* Escalating issues to appropriate pubs/outlets and managers

* Where appropriate, make bookings for the customers

* Utilise social listening tools such as Radian6 and Buzzlogic to monitor social feedback

* Review user generated comments and post in a quick and timely manner using one or more of the aforementioned social tools

* Enforce the Social Media Guidelines as defined by the brand

Requirements

Am I the right person for the job?

Just have a look below, if this sounds like you it’s definitely worth putting yourself forward.

* First and foremost, you should be customer-centric. Our people go above and beyond to deliver exceptional customer service, every time.

* You won’t be micro managed here, the ability to manage your own time and deliver quality with speed is essential.

* Understanding of popular social networks (mainly Facebook) – design, functionality, users

* Proficiency in PowerPoint, Email, Word

* Proficiency in social discussion listening tools such as Sprout Social, Hoot Suite, Radian6 and Buzzlogic.

* You must be flexible to work in accordance with the shift patterns

Working hours

To ensure that full service support is provided during the ‘Always On’ hours of 10am - 10pm, 7 days a week, 365 days a year, you will form part of a team that works 8 hour shifts between the manned hours.

* Flexible working hours is a must.

* You will have 2 days off per week however weekend shifts are required meaning time off during the week is the tradeoff.

* As the busiest periods are during the afternoon and evening there will also be a requirement for early vs. late shifts as well.

* All shifts and times will be prepared and communicated in advance.

Benefits

So what can I expect in return?

On top of a competitive salary, you can expect:

So what are you waiting for? You’ve got down to here which means there’s a lot of things looking right, drop us your application and we’ll get back to you as soon as we can!

Social Media | Community Management | Consumer Relations | Facebook | Twitter

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