Social Media Specialist Job at McCann Manchester Limited in Birmingham

ID 4550

Job Description

The MRM Delivery team is dedicated to the delivery of execution campaigns and always-on programmes for the Global and Regional accounts who top on the power of brilliant execution. We are a branch of a high-profile technology client team and the services we deliver from Bucharest range from analytics, development, content management, CRM implementation to reporting and social.

The Social team this role belongs to is based in Bucharest and comprises 3 roles. They work directly with the Global clients team and internally report to a Global Program Lead within MRM Delivery. The team delivers community engagement and social media posting services, along with ad-hoc support within the schedule provided.

The team liaise with clients on social strategy and activity briefs. The team liaise with external and sister agency teams for social strategy, paid social, creative and production services.

The Role

As the Social Media Specialist, you will lead the posting and platform ownership efforts, from gathering assets to professionally posting them through agreed social media management tools, for a Global high-profile consumer account. You will be supported by 2 other Social Media Specialists in your team, and you will have guidance and escalation point through the Global Program Lead within MRM Delivery.

The role requires reactive and proactive engagement with posting platforms, across all communities and assigned social channels, identifying, and engaging with pages content, as well as identifying and selecting the best from provided content for re-sharing. You will ensure the community responsive voice is reflective of our client’s company values and market positioning.

You will be active on social channels adopting the clients’ tone of voice guidelines, having your own presence and have a point of view on what works and what doesn’t across key platforms – including Instagram, LinkedIn, Twitter, Snapchat, TikTok, and Facebook. You’ll be observing and identifying new and interesting ways to connect with audiences and help us creatively boost our client’s visibility and engagement. You’ll always be aware of Social trends and the latest language across platforms.

The role implies flexible support across CET & US time zones.

• Romania team: Monday-Sunday 9:00am – 6:00pm CET.

• Scale for special events including evenings, DK Bank Holidays including Xmas & Easter Holiday: 9:30am – 6:30pm CET

• US team: Monday-Friday 2:30pm-2:00am CET (5:30am-5pm PDT) for TikTok management and selected posts on other platforms

• Posting coverage in weekend days, on either Saturday or Sunday, within the timeframe of 6:00am-3:00pm PDT

• Weekend coverage for the 24 F1 race weekends at specific hours when the race takes place, notice to be given 2 weeks ahead on specific hours.

Key Responsibilities

1. Be the day-to-day point of contact for all content organization and community management across our client’s channels.
2. Engage with internal stakeholders across the teams, geographies and channels, in a way that creates opportunities for further conversation and helps audiences feel a part of the community and that their opinion is valued.
3. Work closely with both the internal social team at MRM and our Social Media Marketing client team to ensure you are aware of what is going out across the channels on a daily, weekly and monthly basis.
4. Triage any relevant queries for the relevant support team to answer and use your experienced judgement on responding to negativity where appropriate. Escalating on the correct chain of escalation, when appropriate.
5. Support the client Social Leads in the team to help identify key tactics, advocates and key influencers to reach out to and participate in third party conversations happening outside of our owned channels.
6. Support the Social Lead team in developing guidelines and rulebooks for each community and look after Content and Community Manager processes and workflows to ensure that our social output remains consistent across all community channels.
7. Use social management tools and established boards for all content posting, community management and outreach and be able to feedback on any issues with the central posting component of the system.
8. Use Khorus (or other social management tool at the clients’ choice) to post the pieces of content dedicated in the editorial calendar. Traffic and tag links appropriately and check that all posts are scheduled and posted in perfect shape.
9. Curate Khorus (and other established social management platforms) dashboards and access needed per user.
10. Establish a framework of feedback collation and presentation to both our Social Media Marketing clients, and with our (and other) agency teams, ensuring Social content insights and talking points are fed back in to create content that is more engaging and resonates more strongly with our communities.
11. Work alongside the Social Leads to provide insights and recommendations on the social community health reports across our key audiences, themes and communities.
12. Keep all SLAs and processes as established together with the Social Leads and the Global Program Lead.
13. Be aware of conversations and trends on Social that mention or are relevant to the client and provide actionable insights/commentary to the client. Review Social Media trends across platforms and cultural news that may provide an opportunity to participate in or engage with, or stay away from.
14. Support the Social Leads in the publishing of native organic content formats as and when required.
15. Be responsible for training additional Social Media Specialists, content and community management resource on our tools, which may be required during peak times, managing processes and workflow. Proper onboarding and handover documentation of your ongoing work will be maintained on a regular basis.
16. Pro-activity in finding solutions to challenges, whilst keeping the Social Leads and Global Program Lead informed throughout.
17. Confident presenting ideas, plans and execution strategy to clients and wider delivery agency team.
18. Engage with the client’s global social media team to share knowledge and successes.

Minimum Requirements

• Demonstrable experience - 2+ years at an agency or managing social media, content and community management activity for a large brand.
• Preferably experience with a consumer brand across social platforms and audiences.
• A passion for conversation and social media engagement.
• Ability to collaborate with social media, client services and other team members.
• You’ll have experience and knowledge of what it takes to build, nurture and support a strong community of fans and advocates.
• Strong knowledge and confident use of social media platforms (Facebook, Twitter, Instagram, YouTube, TikTok, Snapchat and LinkedIn to begin with) and an awareness of emerging social media platforms and capabilities.
• Excellent command of the English language with outstanding written communication skills and the ability to establish and use different tones of voice across various audiences.
• Publishing tool proficiency (Sprinklr and/or Khoros experience is a plus).
• The ability to work autonomously, in a fast-paced environment. You’ll have good judgement and know when to escalate to the Social Lead and Global Program Lead.
• A good communicator who can comfortably share ideas with stakeholders.
• Analytical thinker, with a strong understanding of data to provide insight, ensuring we are delivering value.
• A personal interest in social trends, content trends and the online and social industry.
• Knowledge of digital accessibility best practices.
• Paid social media experience, knowledge of social performance programs.

At MRM, we help businesses grow meaningful relationships with people through the power of data, strategy, creativity, and technology.