Digital Manager

As a Digital Manager, you will be responsible for overseeing and managing the digital presence of the company and the brands, with a particular focus on social media, community management, and customer relationship management (CRM). You will develop and implement strategies to enhance the company's online reputation, engage with the target audience, and build strong relationships with customers. You will liaise and align with digital media agencies and provide feedback on content developed by the Brand Team and their respective creative agencies to help ensure the success of planned campaigns.

This role requires a deep understanding of digital marketing, social media platforms, community management, and CRM tools.

Responsibilities:

1. Social Media Management:

- Develop and execute social media strategies to increase brand awareness, engagement, and reach.

- Create and curate compelling content for various social media platforms, including Facebook, Instagram, Tiktok and YouTube.

- Monitor social media channels, respond to comments and messages, and engage with the online community.

- Analyze social media metrics and generate reports to track performance and identify areas for improvement.

- Stay up-to-date with social media trends, tools, and best practices.

2. Community Management:

- Build and nurture an online community of customers, advocates, and influencers.

- Implement community engagement strategies to foster meaningful interactions and encourage user-generated content.

- Moderate community discussions, address customer queries, and resolve issues in a timely manner.

- Collaborate with cross-functional teams to gather feedback and insights from the community to improve products, services, and customer experiences.

3. Customer Relationship Management (CRM):

- Implement and manage CRM systems and tools to streamline customer interactions and enhance customer satisfaction.

- Develop and execute CRM strategies to improve customer acquisition, retention, and loyalty.

- Segment customer data and create targeted marketing campaigns based on customer profiles and preferences.

- Monitor customer feedback, reviews, and ratings to identify trends and areas for improvement.

- Collaborate with sales and customer support teams to ensure seamless customer experiences across all touchpoints.

4. Analytics and Reporting:

- Utilize analytical tools and metrics to monitor the performance of social media campaigns, community engagement, and CRM initiatives.

- Generate regular reports on key performance indicators (KPIs) to assess the effectiveness of digital marketing efforts.

- Identify opportunities for optimization and provide actionable insights to drive continuous improvement.

- Monitor competitor activities and industry trends to stay ahead in the digital landscape.

Qualifications:

- Bachelor's degree in Marketing, Communications, or a related field.

- Proven experience (not less than 5 years) in digital marketing, social media management, community management, and CRM.

- In-depth knowledge of social media platforms, tools, and best practices.

- Strong analytical skills and ability to interpret data to drive decision-making.

- Excellent written and verbal communication skills.

- Creative mindset with the ability to develop engaging content and campaigns.

- Strong organizational and project management skills.

- Ability to work independently and manage multiple priorities and stakeholders in a fast-paced environment.

- Up-to-date knowledge of digital marketing trends, technologies, and industry developments.

- Experience working with FMCG products is an advantage