Manager, Social

1 week ago

Paya Lebar, Singapore Singapore Post Limited Full time $60,000 - $120,000 per year

The Social & Community Strategist will be the guardian of SingPost's brand reputation and community engagement across all digital platforms, with a focus on building a presence on Reddit. This role is responsible for establishing a trusted voice for the company in online forums. The strategist will work across teams to ensure a consistent and positive brand narrative, while also using community insights to inform broader product innovation, communications and marketing strategies.

Responsibilities

Platform Strategy and Management:

  • Develop, execute and implement a comprehensive strategy for SingPost's presence on Reddit, one that adds value to the community, working with the customer experience team, customer service and product teams to add value to queries primarily on Reddit, but also across all social media platforms SingPost runs.
  • Build relationships to support queries in other subreddits to enable the company to respond as a trusted participant.
  • Establish and track key performance indicators on Reddit and other social platforms, work alongside the team to develop core KPIs, and trackers.
  • Collaborate with the existing social media team to ensure a consistent brand voice across Facebook, LinkedIn, TikTok, and Instagram.

Community Engagement and Reputation Management:

  • Proactively engage with online communities to build a positive reputation and address user feedback.
  • Act as the key liaison between the communications team and customer service and product teams, managing and escalating high-level inquiries and community issues.
  • Use sentiment analysis and community feedback to anticipate potential issues and inform communications and marketing plans.

Content and Strategic Influence:

  • Provide data-driven insights from online communities to influence and shape wider communications and marketing strategies.
  • Develop a reporting cadence such that queries and commentary collected from community monitoring can be captured to translate into insights for the business, product and website teams [communications] to ensure continuous improvements and refinements.

Requirement

  • Minimum 5 years of experience in a similar role, preferably with a strong agency background.
  • Proven track record in managing social media communities and developing effective content strategies across multiple platforms.
  • Demonstrated ability to build, manage, and grow online communities, fostering positive interactions and loyalty through proven community-building initiatives.
  • Deep knowledge of key social platforms (Facebook, LinkedIn, TikTok, Instagram) with subject matter expertise in Reddit community management, capable of developing and executing engagement strategies to meet business goals.
  • Skilled in managing sensitive issues and negative feedback professionally, with the ability to detect potential crises early and implement effective communication plans to protect brand reputation.
  • Able to collaborate with internal teams such as customer service and product teams to ensure consistent brand messaging and translate community insights into actionable feedback.
  • Excellent written communication and attention to detail, maintaining a consistent brand voice and crafting compelling narratives across diverse audiences.

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