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Social Media Recovery Specialist

2 weeks ago

Manila, National Capital Region, Philippines GoTeam Full time

Job Description

We are seeking a highly motivated and detail-oriented Social Media Recovery Specialist to join our team at GoTeam. In this role, you will play a crucial part in managing and coordinating efforts to restore and improve our social media presence.

This role requires a proactive individual who is adept at problem-solving, managing crises, and ensuring that social media accounts are on track to meet recovery goals.

  1. Social Media Monitoring & Analysis:
    • Regularly monitor and audit social media accounts for signs of underperformance, negative sentiment, or engagement issues.
    • Identify and analyze root causes of social media issues and compile reports on account health, engagement, and audience sentiment.
    • Track brand mentions, monitor comments, and assess online conversations to quickly spot and address any emerging issues.
  2. Social Media/Complaint Recovery Strategy Coordination:
    • Create a bank of standard responses.
    • Understand high-risk issues and bring them to leadership's attention.
    • Coordinate with the store DM and GM on communication.
    • Track outstanding social issues and responses to ensure prompt replies, with the goal of:
      • Removing damaging posts.
      • Having unhappy clients respond that they are satisfied.
      • Recommend recovery methods (refunds, coupons, etc.).
  3. Crisis Management Support:
    • Identify high-risk issues to escalate and solve.
  4. Positive Content Strategy Support:
    • Determine strategies to drive positive comments online.
  5. Reporting & Analytics:
    • Regularly track and report on key performance metrics (engagement, follower growth, sentiment analysis, etc.) to measure the success of recovery efforts.
    • Use social media analytics tools to generate reports on recovery progress and make data-driven recommendations for improvement.
    • Provide feedback and actionable insights to clients or internal teams based on recovery performance data.
  6. Community Engagement:
    • Monitor community engagement closely, ensuring that interactions with followers are timely, positive, and aligned with recovery goals.
    • Foster a positive online atmosphere by responding to inquiries and addressing issues that may arise in online conversations.
  7. Coordination with Internal Teams:
    • Collaborate with marketing, PR, and customer service teams to ensure alignment on social media recovery efforts.
    • Ensure that recovery strategies are well-communicated and that all teams involved are working in unison to address the issues at hand.
  8. Education and Training:
    • Educate internal teams or clients on social media best practices, crisis management techniques, and tools for ongoing monitoring and recovery.
    • Provide recommendations for long-term social media health to prevent future issues and ensure sustained engagement.

Qualifications

  • Bachelor's degree in marketing, communications, public relations, or a related field (or equivalent experience).
  • Previous experience in social media management, crisis communication, or reputation management.
  • Strong understanding of social media platforms (e.g., Facebook, Instagram, Twitter, LinkedIn, TikTok, etc.) and tools for monitoring and reporting (e.g., Sprout Social, Hootsuite, Google Analytics).
  • Excellent written and verbal communication skills, with the ability to adapt to fit different types of messaging (recovery, engagement, crisis response).
  • Strong organizational skills with the ability to handle multiple tasks and manage competing priorities.
  • Problem-solving skills and the ability to work under pressure in high-stress situations.
  • Creative and strategic thinking to assist with content creation and campaign coordination.

Preferred Qualifications

  • Experience in managing social media during a crisis or brand recovery situation.
  • Familiarity with paid social media campaigns (e.g., Facebook Ads, Instagram Ads) to aid in brand recovery.
  • Knowledge of SEO and content marketing strategies related to social media.
  • Experience with content creation and editing tools (e.g., Canva, Adobe Creative Suite) is a plus.

Working Conditions

  • Full-time role with the possibility of remote work or in-office depending on company policy.
  • Flexibility in working hours, especially during urgent recovery or crisis situations.
  • Occasional travel may be required for client meetings or team collaboration.