Social Media Officer (Centurion) needed at AVBOB South Africa

Description

• We are looking for an experienced and enthusiastic Social Media Officer to join our creative team. You will support the social media team and be responsible for community management, engagement and content creation. 
• You will be required to have excellent communication skills, be a versatile creative writer, and a team player.
• You will be working for a company that is over 100 years old with strong values which are customer centric. In return for your services, you will be paid a competitive package which includes pension fund contributions and a medical aid allowance. You will have access to personal services through the employee assistance program and wellness programs. You will be working for an organization that values employee development and rewards excellent performance.

YOUR RESPONSIBILITIES WILL INCULDE THE FOLLOWING:

• Respond to customer requests, comments, and concerns in a timely and professional manner using multiple online channels – social media profiles – Instagram, Facebook, X Twitter etc.
• Investigate and resolve customer queries, escalate complex problems to relevant departments as needed.
• Responsible for resolving customer inquiries professionally.
• Maintain and develop relationships with customers and other stakeholders on behalf of the organisation.
• Collect and analyse customer feedback from online platforms to find patterns, areas for improvement, and ways to improve the customer experience.
• Collaborate with the communication team to highlight great customer stories and experiences.
• Obtain a comprehensive understanding of products and to respond to related inquiries that may occur.
• Maintaining social media records of transactions, consumer interactions, feedback, and complaints.
• Provide input on the efficiency of the customer service process.
• Work closely with the social media team to provide analytical support and review the effectiveness and performance of new and existing social media activities; including but not limited to Paid Ad campaigns, Organic Campaigns, Promotions, Sponsorships, Events, Influencer Programmes, and more.
• Collaborate with the social media team to create marketing KPI and ROI reports that align with the Group’s increasing data needs. Use these reports to inform performance and delivery improvements.
• Analyse consumer behaviour and marketing results across products, platforms, and performance segments.
• Assist in identifying and filling data gaps using internal resources and external agencies as needed.
• Develop research projects to better understand client needs and preferences throughout AVBOB’s product categories.
• Stay up to date with market trends, research, and best practices.
• Monitoring and updating complex social media metrics.
• Define methodology, set up, and verify data consistency.
• Delivering together actionable customer service recommendations.
• Ensuring the quality of the campaigns is handled autonomously.
• Present analysis reports and recommendations on a weekly/monthly basis.
• Perform daily data analysis to gauge the success of content, extracting key performance indicators.
• Cultivate relationships with social media influencers to fortify the AVBOB brand and track campaign effectiveness.

Requirements

• Qualification in Public Relations, Digital Marketing, Communication or Marketing.
• Social Media certifications are advantageous.
• A minimum of 2 years’ experience in social media marketing
• Strong creative and analytical skills.
• Familiarity with digital marketing and social media platforms.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Basic understanding of social media marketing concepts and tools, including social media platforms and analytics.