Senior Account Manager, Social

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Job details

Company overview

Responsibilities

Main responsibilities:

• Be the day-to-day point of contact for all community management across our client’s channels.  
• Engage with fans across the channels, in a way that creates opportunities for further conversation and helps them feel a part of the community and that their opinion is valued.  
• Triage any technical queries for the relevant support team to answer, aid the purchase funnel by answering product queries (touching in with Social Ops Lead on these matters, if required) and use your experienced judgement on responding to negativity where appropriate. Escalating on the correct chain of escalation, when appropriate.  
• Support the Social Operations Lead and Social Performance Lead in the team to help identify advocates and key influencers to reach out to and participate in third party conversations happening outside of our owned channels.  
• Work closely with both the internal social team and our Social Media Marketing client team to ensure you are aware of what is going out across the channels on a weekly basis.  
• Support the SCC Lead team in developing guidelines and strategy for each community and look after Community Manager processes and workflows to ensure that our reactive output remains consistent across all community channels.  
• Use Sprinklr and established boards for all community management responses and outreach and be able to feedback on any issues with the central moderation component of the system.  
• Use Sprinklr 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.  
• Curate Sprinklr dashboards and access needed per user.  
• Establish a framework of feedback collation and presentation to both our Social Media Marketing clients, Integrated Marketing Managers and with our (and other) agency teams, ensuring community sentiment and talking points are fed back in to create content that is more engaging and resonates more strongly with our communities.  
• Work alongside the Social Operations Lead and Social Performance Lead to provide insights and recommendations on our by-weekly community health reports across our key commercial communities.  
• Report 3x per week on community management targets against set SLA’s including accessibility, and messages for follow-up.  
• Curate and collate user-generated content, sharing the most compelling stories or assets with the Social Editing and Campaign Management team for spotlighting.  
• 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.  
• Support the Ops Lead in planning, execution and strategy of community management responses for all client events – both online and in-person.  
• Support the Ops Lead in the publishing of native organic content formats as and when required.  
• Be responsible for training additional community management resource on our tools, which may be required during peak times, managing processes and workflow.  
• Pro-activity in finding solutions to challenges, whilst keeping the Social Operations Lead informed throughout.  
• Confident presenting ideas, plans and execution strategy to clients and wider delivery agency team  
• Ensure best practice community management under the guidance of the Social Operations Lead.  
• Engage with the client’s global social media team to share knowledge and successes.  

Requirements

Minimum requirements:

• Demonstrable experience - 2+ years at an agency or managing community management activity for a large brand  
• A passion for conversation and customer service  
• 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, and LinkedIn) 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
• Excellent organisation skills, including time management.   
• Client-facing experience   
• The ability to work autonomously, in a fast-paced environment. You’ll have good judgement and know when to escalate to the Social Operations 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   

 Preferred qualifications:

• A personal interest in technology and the tech industry  
• Knowledge of digital accessibility best practice   
• Paid media experience 
• Preferably experience with a tech brand across both B2B and B2C audiences  
•  Sprinklr experience is a plus

Salary

7 - 10 million yen

Location

Tokyo