Customer Service Social Media Specialist
Posted 20 April by
Dr. Martens
- Maintain and manage our social media communication strategy
- Define most important social media KPIs and maintain.
- Drive KPI’s on all Social Media Campaigns.
- Stay up to date with the latest social media best practices and technologies
- Attend educational conferences
- Collaborate with Marketing.
- Work closely with the Marketing Community manager to align and achieve on SLAs
- Monitor user engagement and suggest content optimisation.
- Communicate with industry professionals and influencers via social media to create a strong network Be part of the hiring process and train others in the team.
- Provide constructive feedback.
- Report into the business any trends and challenges.
- Find ways to improve the efficiency and drive the channel forwards.
- High standard of IT literacy – ability to use CRM systems in addition to Microsoft Office packages (Word, Excel, etc)
- Support Customers with delivery issues and provide appropriate resolutions where possible.
- Handle customer complaints, queries, and requests for information in a sensitive, timely and professional manner.
- Keep up to date with current and new product lines, and confidently be able to talk to customers about our products.
- Support the traditional channels when required to ensure a smooth operation is kept.
- Excellent communication skills
- Have the ability to influence up stream and adapt to different stakeholders.
- Strong Social Media understanding and a proven track record in the sector.
- The ability to adapt Tone Of Voice to engage with different consumers.
- You are proactive innovative, collaborative and bring high energy to the team.
- Self-motivated and able to multitask. Tenacious and thorough in delivering solutions to problems.
- Fluent in English – additional languages would be amazing too!
- Hybrid working (3 Days in Office / 2 At Home)
- 65% off all footwear and 55% of all accessories
- Award-winning ‘Buy As You Earn’ Dr. Martens share plan
- Private healthcare
- A dedicated culture team
- 2 paid volunteer days per year
Reference: 52481126
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