Social Media Manager

Position Overview
The Social Media Manager is responsible for developing, managing, and optimizing the company’s presence across all social media platforms. This role includes creating and managing official social media pages/accounts, developing content strategies, monitoring the call center’s performance in responding to customer interactions, and ensuring the company’s brand is presented professionally and consistently.

Key Responsibilities
1. Strategy & Planning
– Develop and execute a social media strategy aligned with business and marketing objectives.
– Plan monthly content calendars and campaigns across platforms (Facebook, Instagram, TikTok, YouTube, LinkedIn, etc.).
– Stay updated on latest social media trends, tools, and competitor activities.
2. Account & Page Management
– Create, set up, and optimize official company pages and accounts on all relevant platforms.
– Ensure proper branding, profile information, and security settings are maintained.
– Manage access rights and protect account security.
3. Content Creation & Publishing
– Work with designers, videographers, and marketing staff to produce engaging and relevant content.
– Write captions and schedule posts according to the content calendar.
– Maintain brand consistency in tone, design, and messaging.
4. Call Center Coordination
– Monitor call center staff handling social media comments and messages.
– Provide training, templates, and guidelines for effective communication.
– Audit responses to ensure professionalism and accuracy.
– Report recurring issues or customer concerns to management.
5. Advertising & Promotions
– Plan and manage paid campaigns, including post boosts and advertisements.
– Track budget allocation and measure campaign effectiveness.
– Recommend adjustments to improve ROI.
6. Performance Tracking & Reporting
– Track growth, engagement, reach, and conversions across platforms.
– Prepare weekly and monthly performance reports with insights and recommendations.
– Use tools like Meta Business Suite, Google Analytics, or similar platforms for reporting.

Qualifications & Skills
– Minimum 3 years of proven experience in social media management or digital marketing (mandatory).
– Strong knowledge of Facebook, Instagram, TikTok, YouTube, and other platforms.
– Understanding of social media advertising and digital marketing principles.
– Excellent communication and organizational skills.
– Basic graphic design or video editing knowledge is an advantage.
– Ability to supervise and guide call center staff in handling customer interactions.

Education
Bachelor’s degree in marketing, Communications, or Business (preferred).
At least 3 years of experience in social media or digital marketing.
Experience in managing teams or coordinating with customer service/call center departments is an advantage.

Reporting Line
Reports directly to: Marketing Manager / CEO
Works closely with: Call Center Supervisor, Designers, Content Creators, and Sales Team

Performance Indicators (KPIs)
– Growth of followers, engagement, and reach.
– Successful setup and optimization of official company pages/accounts.
– Effective monitoring of call center communication quality.
– Increased brand visibility, leads, and inquiries through social media.
– Performance of advertising campaigns.