Social Media & Community Specialist-Indonesia

Job Description

Location: Indonesia Department: Customer Service Location: Indonesia Job Description 1. Be involved in all phases of Social Media activities, from observing the buyer’s trend (CS ticket evolution or NPS result as the main topic consideration) to develop buyer education content, brainstorming with creative agency, planning, to execution
2. Build the Social Media acquisition strategy to generate more followers in IG channel and more loyalist members in the FB community (A/B test campaign management)
3. Gather insight and analysis (#Impression, engagement rate, #Views and Reach) on what content works well on our platforms
4. Review and approve the monthly editorial plan prepared by the agency; schedule all posts to the IG channel in timely manner
5. Conduct the live streaming activity in IG channel and the FB loyalist community to boost up the engagement across channels
6. Validate the digital army profile and manage their activity; ensure the quality of comments meet brand’s requirement and context
7. Gather the sentiment feedback from Social Media and community channel to improve customer experience
8. Manage the multi-channel notification (push apps, inbox apps, SMS, email) in regard of adhoc request (delivery breach, force major, mass cancellation, quiz prize, etc)
9. Distribute the Customer Care voucher to the certain target of customer (quiz winner, bad experience mitigation, etc)
10. Cross-functional collaboration with the most related stakeholders: PR, branding and marketing, logistic and CS ops team for content and data alignment.
Job Requirements 1. Min 3 years of work experience in marketing, advertising, retail, e-commerce with Social Media as the core skill set
2. Creative, agile to adapt with the fast pace environment as change is the only constant in e-commerce
3. Digital savvy, high curiosity attitude in regard of Social Media topic and online shop - staying on top of latest trend, platform updates, as well as local nuances of consumer behaviour
4. Positive attitude towards meeting tight deadlines and going the extra mile
5. Strong sense of ownership and accountability
6. Strong analytical skills and business understanding
7. Experience with CRM and Social Media tools would be a plus advantage
8. Good English, both oral and written
9. Collaborative, good communication and presentation skills (must be able to prepare a big insightful ppt report)
10. Copywriting and design skills will be considered as added value