dfcu Bank is a fast-growing Bank in Uganda offering a wide range of financial solutions to its chosen market segments. We are seeking to recruit for the role of Digital & Social Media Specialist (CCO) domain to support our expansion strategy.
REPORTING TO: Communications & Events Manager
JOB PURPOSE: Reporting to the Communications & Events Manager, the role holder will be responsible for moderating multiple online communities, implementing and policing the Bank’s social media communication strategy, building, and maintaining awareness of the dfcu brand amongst various stakeholder groups using all relevant social media platforms ensuring such awareness translates into positive PR.
LOCATION: Kampala
Key accountabilities:
• Ensuring all social media engagement is in line with the relevant communication strategies.
• Assist with identifying opportunities to improve the Bank’s social media engagement processes.
Supporting the Bank customer services team in developing appropriate responses to queries and engaging in dialogues and answering questions where appropriate.
• Posting and moderating proactive engagement to agreed objectives.
• Moderating and engaging on reactive content to agreed service levels, including speed to first response, turning negative sentiment to neutral or positive, and closing off engagement.
• Passing on service-related queries to relevant social service teams in the Bank and follow through for closure.
Ensuring reputational issues are escalated through agreed processes.
• Identifying and recommending engagement opportunities by monitoring online conversations and social trends.
• Checking social elements for adherence to the relevant guidelines and standards in liaison with the Communications and Events Manager.
• Collaborate and liaise with the customer service unit to continually identify opportunities to enhance the online customer engagement experience through up-to-date frequently asked questions and answers etc.
• Control user permissions on relevant engagement tools used by various customer service social care staff in the Bank.
• Coordinate online resolution ensuring adherence with Bank of Uganda Consumer Protection guidelines.
• Guide the online customer service social care team whilst instantaneously ensuring fast and quality responses to customer issues; this includes proactively participating in online resolution.
• Apply agreed quality assurance standards and checks for the social care team per service levels.
• Generating agreed reports on activities within the various communities in your portfolio.
• Coordinate training for the social care team in liaison with the Digital & Social Media Agency.
• Identifying and recommending engagement opportunities by monitoring online conversations and social trends.
• Continuously monitoring and verifying the integrity of all information on the website and Intranet, ensuring that all information is accurate and current at all times.
• Collaborating with the Bank’s Digital teams & Brand, Marketing & Communications to continually identify opportunities to enhance the online customer engagement experience.
• Relevant issues are accurately reported.
• Assist with identifying opportunities to improve the unit’s social media engagement processes.
• Ensure potential risks are identified as early as possible and escalated.
• Edit copy to ensure adherence to tone, style, and plain language principles, and ensure it is relevant to the online communities.
• Maintain social media standards and guidelines.
• Coordinate and regularly update website and Intranet in line with Brand and Communications guidelines.
• Monitor and evaluate the online platforms to ensure they are up to date with relevant content.
• Ensure all digital platforms comply with the online and CI guidelines to maintain consistent look and feel.
• Source online stats on usage of Digital platforms and present insights to relevant stakeholders.
• Make use of stats to implement enhancements on digital platforms.
• Manage expectations by communicating timelines and status of online projects to stakeholder, where necessary; escalate significant delays to the Communications and Events Manager.
• Identify opportunities to improve the digital platform processes, documentation, templates, and outputs in line with business requirements.
• Work with the Websites’ Management Agency to oversee the day-to-day maintenance and administration of dfcu Bank and dfcu Limited websites, including but not limited to; content uploads, performance of Search Engine Optimization exercises, set up, monitoring and reporting of online advertising campaigns and various website performance tests.
• Work with the Bank’s Business and Information Technology Teams to ensure full-time functionality and availability of the dfcu Bank and dfcu limited websites, implementation of system updates and general security for both websites.
• Ensure that the Websites Management Agency shares weekly, monthly, campaign reports and carries out recommended and bank-approved recommendations.
QUALIFICATIONS, EXPERIENCE, AND COMPETENCIES REQUIRED:
• A University Degree in Marketing, Mass Communication, or related discipline.
• Demonstrated experience in Social and Digital media with and a minimum of 2 years’ experience in a similar position within an organisation or working with an Agency.
• Demonstrable experience of writing effective on-line copy for websites, Twitter, Facebook, SEO etc. and skilled in writing clear, concise, and grammatically correct copy, with an eye for detail.
• Extensive knowledge of current and upcoming trends in the fast-changing world of Social and Digital media.
• Excellent interpersonal skills as proven through being friendly, effective, and approachable online.
• Proven expertise in forging effective and beneficial relationships management with Digital Agencies.
• Excellent oral and written communication skills and abilities discuss technical matters to a non-technical population.
• Willingness to work long hours as and when required to meet business requirements.
• Verifiable capabilities in the ability to apply high-level analytical, investigative, and creative problem-solving skills.
• Highly motivated with a strong performance and results orientation in a customer-focussed environment.
• Customer-centric and very comfortable with all Digital platforms and how these can be used as effective communication tools.
• The ability to define and analyse risk identification information in a quantitative and/or qualitative way.
• Self-driven with the ability to motivate and provide support to colleagues and peers in a fast-moving, dynamic environment.
• Knowledge of the Banking industry is an advantage but not essential.
• Good working and reporting relationships must exist with the immediate Supervisor, Head Brand Marketing & Communications, Head Customer Service, Chief of Business, Functional Heads – CB & DIB, Business line units including branches and the customer service social care team.
• Good working relationships with other dfcu departments/units.
• Good relations and Management of the external PR & Social Media Agencies, and Customers.
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