Consumer Engagement Associate

JOB DESCRIPTIONS

Your Responsibilities

• Obtain consumer information by answering telephone calls, emails and social media messages.
• Ensure all relevant data is recorded, processed, labelled/tagged, and structured accurately in corresponding digital and media analytics tool.
• Monitoring paid and organic content, managing, and responding to conversations related to the content appropriately and identifying trends.
• Omnichannel analysis to deliver data-driven conclusions in reports/ dashboards/ presentations to address business questions, including but not limited to, social brand equity report, owned digital and social channels measurement, analysis of marketing campaign performance, analysis and insight on brand ecosystem.
• Support with ad-hoc business requests including but not limited to data pulls, data structuring and analysis.
• Crisis listening to identify potential reputational risks and timely alerting respective Functions/Brands to help prevent issue escalation, provide support in issue management.
• Monitoring of owned social media channels and routing consumer posts to relevant Consumer Engagement teams in the Markets.
• Updating Standard Routines based on assignment.
• Work with cross-functional teams on the day-to-day execution of analytics projects and initiatives.

Qualifications

• High verbal communication, phone, listening, people and data entry skills.
• Highly skilled Community Management experience +1yr (successful delivery of social media KPIs e.g., response time, tonality, creating leads).
• Experience working with creative agency briefs (ability to execute brief)
• Knowledgeable about food industry challenges & trends.
• Content creation experience added advantage (persona pages or professionally)
• Knowledge of English + at least one additional language: Native French, Zulu, Sotho, Portuguese, or Wolof.
• Solid understanding of how Social Media platforms work (Twitter, Facebook, LinkedIn, Instagram, YouTube).
• Understanding of key functionality of social media listening tools (Social Studio, Social bakers, Sprinklr, Talk Walker, Google Analytics or similar).
• Ability to work with large volumes of data coming from different sources, basic understanding of data types and structure.
• Excel knowledge (able to organize tables, build simple charts, sorting, filtering, conditional formatting etc.).
• Basic data visualization and presentation skills.
• Confident user of MS Word, PowerPoint.
• Analytical mindset is a must.
• Experience working with analytical tasks (work-related or academical) a plus.