Social Media Content Creator

• To establish and develop online relationships and engage with social voices / communities for our client brands and promotional campaigns and provide a full support on the Social Media side to the Digital and social media Director, to enhance the community wide and national reputation of both the Penquin and client brands.
• This is a critical position within the growing digital and social media Team. The ideal candidate is passionate about cultivating a meaningful social media community, engaging and building relationships with customers and other social communities, and establishing the company as a leader in social media customer service.
• We are looking for someone that can thrive in a fast-paced, deadline-driven environment that requires excellent communication skills, a positive and collaborative attitude, and a true passion for putting the customer first.

• To master the technical use of Penquin' s social media tool
• To work with the Social Media Manager and Client Service teams to ensure Social Media posts are uploaded and correct according to the approved Content Calendar.
• Manage all marketing lists and ensure the right audience is sent the right marketing collateral at the right time
• To actively monitor and engage with all forms of Social Media (e.g. Facebook, Twitter, Blogging etc.) with regards to our client brands on a daily basis.

• Develop and oversee owned social media communities and drive audience growth and engagement across social media networks (Facebook, Twitter, LinkedIn, G+, Blogs).
• Proactively escalate issues, observations, opportunities, and insights to the relevant team.
• To collate/source information from across a variety of channels in order to generate news-worthy stories and then draft/write online copy for articles, blogs and social media sites for relevant client brands.
• To act as one of the key points of contact for our client’s social media queries, escalate to relevant parties in developing a response process, engaging with potential and existing customers and looking to proactively influence these groups and resolving any arising issues.
• Manage the day to day running and optimisation of Google AdWords accounts.

• Continuously researching relevant and updated live content/news and present to team with regards to Social Media content.
• Directly interact with customers to maximise community engagement and drive positive perception and word-of-mouth for our brand and products
• Monitor and respond to feedback and support issues on social media in real time (within 30 minutes), in accordance with the company's guidelines
• Use enterprise level social CRM system to moderate posts, respond to customers, and collaborate with team members
• To collate and report on monthly performance statistics for all communications across all channels, using these statistics to influence future digital activity.
• Triage social media escalations to appropriate internal parties and coordinate with Client Service representatives as needed
• Leverage reporting and analytics to make informed decisions regarding community management efforts, designed to build and foster the community and relationships
• Provide 'voice of customer' feedback back to our clients and teams working on relevant accounts.

• True subject matter expertise in social media - significant first-hand experience with major platforms, their differences, benefits and unique features.
• Outstanding written communication skills
• Ability to think quickly on your feet
• Experience with social media aggregator and consumer sentiment monitoring tools

• reputation management
• Excellent problem-solving and analytical skills
• Strong attention to detail

• Three years of professional experience, with social community management or online communications
• Community engagement/building experience
• Basic to intermediate skills on Word, Excel and PowerPoint.
• Need to have own transport and valid driver’s license.

• Attention to detail
• Deadline driven
• Self-motivated
• Able to take Initiative
• Willing to learn and ask questions