Full time Offered Salary :

Community Manager at BURN, Nairobi

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Job Description

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.
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