At Vodafone, we put our customers at the heart of everything we do to give Australians more choice and freedom to connect the way they want.
Based in our Vodafone Central office in North Sydney NSW, our Social Media Manager will be responsible for developing business plans and strategies in pursuit of operational excellence to deliver an optimal customer experience end-to-end whilst managing targets to ensure business needs are exceeded and financial targets met. You will ensure alignment of customer promise and delivery.
You will also have the responsibility of leading, developing and mentoring the Social Media and Community team - doing so in a manner that proactively manages people, process and results to drive clear conversations and high employee engagement.
Lead Social Media operations in partnership with key stakeholders across Vodafone to drive consistent consumer experience and positive brand image
Interface with other internal or external stakeholders on behalf of team in order to resolve difficult or complex cases and provide timely and thorough resolution to the customer
Key point of contact emergency management monitoring while working with External Affairs team
Adhere and contribute to defining processes that produce best-in-class social consumer care experiences and identify opportunities for constant improvement
Contribute operational expertise and work with the Vodafone Social Media Team to identify opportunities to support wider campaigns
Work with the team to look at ways social media can support wider campaigns
Ensure that the voice of the customer is heard
Lead, develop and mentor direct reports to maximise performance and engagement whilst providing further opportunities to grow
Drive Data Analytics and insights within Social Media to make business decisions
Liaise with, and present findings to cross functional Stakeholders from around the business
Identify opportunities to build brand awareness and drive conversion within social
Manage the digital presence of the brand within Social media channels and help keep the brand ahead of the industry with trends, consumer terminology, identifying up and coming influencers
Assist with digital media and campaign management
Grow engagement in the form of followers, likes and shares across key social media platforms+
Complete ad hoc projects within aggressive timelines as delegated by leadership
Facilitate innovation – through the introduction of new initiatives to improve performance
Ensure efficient and effective dissemination and communication of information to team members
Initiate change throughout the social media in line with business goals
Prepare, implement and deliver operational plans
Understand and interpret organisational and departmental strategy requirements, and work with appropriate groups to develop solutions that impact on both customer and employee satisfaction
Knowledge & Experience Requirements:
You will have 4 plus years of experience in social media, communications, digital or content related role, with a degree in Marketing or Communications. Your attention to detail and excellent communication skills, will allow you to juggle priorities and apply them to internal processes. Experience with social media monitoring and analytics tools (e.g NetBase) and social media marketing platforms (i.e. Spredfast) is preferred.
With Vodafone, we are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits as part of a global company, including generous leave policies, leadership development programs and opportunities to grow your career. You’ll be faced with loads of variety where no two days are ever the same in a collaborative work space that helps drive innovation.