Social Media Manager

Role: Associate Program Manager, Social Brand Reputation (Social Media Manager)Location: FULL REMOTE (Australia)Role Type: Casual Contract RoleWork schedule: Tuesday to Saturday, 7 AM to 3 PM AESTTraining schedule (Initial 5 Weeks only): Tuesday to Saturday, 3 AM to 11 AM AESTWhat You'll Do:

• Monitor social media for influencer and viral posts and respond to customer care or negative posts about the brand via social media tool, Sprinklr, as well as occasionally natively monitoring platforms.
• Understand the full spectrum of customer care policies and processes Liaison with Marketing and Comms on replies to influencer and viral posts.
• Bring an elevated lens of Marketing/Comms to customer care world Manage key stakeholder conversations with senior level global leadership.
• Manage various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liasioning with policy, etc.
• Work with stakeholders and varied policies across the world, but specifically in the US, United Kingdom & Ireland, India, and Australia Assist in training and onboarding new team members on processes and ways of working.

Preferred Qualifications / Experience:

• 4-5+ years of social media community management for a large brand with diverse issues Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
• Ability to thrive in an ambiguous and flexible work environment Bachelor's degree, preferably in Communications, Social Media or Public Relations
• Understand intuitively what has the propensity to go viral and create brand crises
• Proficient stakeholder management skills
• Influencer management experience
• Previous experience managing Brands and Crisis in Social Media Customer care operations experience
• Strong communicator (both verbal and written); creative copy writing skills
• Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media
• Problem solver - Desire to address complex problems without hesitation Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
• Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
• Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)
• Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users.

Must have skills/experience:

• Social Media handling/management
• Crisis Communications
• Customer Service/Care experience