IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We’re searching for a driven Social Media Specialist to create, publish, and coordinate content on social media platforms to build brand awareness and ensure audience engagement. This role produces or coordinates engaging and relevant content across various platforms to attract and retain an audience. Likewise, it manages IntouchCX socials program and understands social media channels, specifically Facebook and its products.
The ideal candidate will create a social media data analytics report, which will help the team draw insights and make recommendations based on the analytics reports. This person will closely moderate social media interactions within our Philippines virtual community. This role is responsible for responding to comments and questions using a consistent brand voice and escalating messages to leadership as required.
As Social Media Specialist, You Will…
Content Planning and Creating
- Develop or collaborate with EX team and IntouchCX socials (content providers) to create social media content aligned with brand goals
- Manages the IntouchCX socials program
- Facilitate monthly/weekly meetings with stakeholders to gather content for social media pages
- Writes short captions and reviews content for clarity, grammar, and adherence to the brand voice
- Coordinates with EX team in conceptualizing monthly promos, creating promo mechanics, and taking care of any other administrative or logistical tasks needed to execute the promo (i.e. procurement of prizes, securing permits/clearances)
- Real-time documentation of IntouchCX’s events and activities in all social media accounts
- Live posting or event documentation
- Keep pace with the social media trends and quickly capitalize on these trends to promote the IntouchCX brand
- Coordinate with all social media requests
- Works with global and local groups such as Social Media global team, local EX, design, and other teams to align strategies and campaigns
- Monitor and analyze data using analytics tools to measure performance
- Create quarterly social media analytics reports for all IntouchCX social media account(s)
- Report quarterly performance and suggest optimization of the channel(s) based on the analytics reports
- Create quarterly social media listening report
- Create a monthly competitive intelligence report
- Closely monitor and moderate all online mentions, escalating to Human Resources and other leadership teams as required
- Respond to comments and questions quickly and effectively using responses that are in line with internal policies and procedures
- Collaborate and align with other departments (Recruiting, Marketing etc) to manage responses, identify key messaging, and coordinate actions
- Use a consistent IntouchCX brand voice, ensuring all responses are positive, helpful, and respectful
- Track interactions and provide in-depth reporting with recommendations for improved moderation methods
- Perform other related duties as assigned
- Graduate of Marketing, Digital Marketing, Integrated Communications & Marketing, Advertising, Communications, Media or Public Relations
- At least 2-3 years of experience in digital marketing
- Social media savvy and pop culture junkie
- Knowledgeable in the technical side of social media platforms and analytics
- Knowledgeable and experienced in managing various social media and online platforms
- Excellent oral and written English communication (able to write simple captions, promos, mechanics)
- Proofreading skills
- Ad/ Event/Creative Agency experience is an advantage
- Photo and video-editing knowledge and experience is a plus
- Proven social networking experience and demonstrated knowledge of social analytics tools
- A strong understanding of IntouchCX’s culture and brand voice
- Excellent written and communication skills
- A team player mentality with an enthusiastic and positive attitude
- The ability to handle sometimes abrupt, harmful, and disruptive content
- Self-motivation with a passion to reach goals
- The ability to work both independently and collaboratively with other teams
- Well-developed analytical, problem solving and creative thinking skills
- Strong attention to detail with the ability to work with a sense of urgency
- Excellent time management and organizational skills with the ability to prioritize multiple tasks
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