KEY PERFORMANCE AREAS (KPAs)

1.      Community Management & Customer Engagement 

·         Monitor and respond to queries, comments, private messages, and reviews across digital channels including Facebook, Instagram, LinkedIn, X (Twitter), Google Reviews, App Stores.

·         Log and escalate customer complaints, compliments, and feedback on internal platforms, ensuring timeous resolution.

·         Maintain a positive, professional, and on-brand tone when interacting with customers online.

·         Liaise with internal departments to provide accurate responses and follow-ups. 

·         Respond to social media queries within an average response time that aligns with our policy 

2.      Content Support & Campaign Assistance 

·         Assist the Digital Marketing Specialist in planning content across platforms by researching trends and hot topics 

·         Support social media and digital campaigns by collaborating in writing captions, preparing posts, and uploading stories, posts, or event highlights. 

·         Capture and edit basic content (photos, videos, reels) during events, sponsorships, or activations as required.

·         Support bulk SMS and bulk email dispatches.

3.      Social Listening & Reporting

·         Monitor sentiment, emerging topics, and competitor activity across platforms. 

·         Tracking and analysis of community engagement

·         Identify social media trends and recommend content improvements accordingly.

4.      Administrative Support 

·         Provide day-to-day admin support to the Digital Marketing Manager, including backlog management, reporting, campaign scheduling, and other digital-related tasks.