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Job no: 552098
Work type: Full time
Site: Redditch
Categories: Customer Support
Location: Worcestershire
Salary: C.£35,000pa plus aligned company benefits (commensurate with experience)
Business Area: Halfords Support Centre
Job Overview:
We are seeking a dynamic and experienced Social Team Manager to lead and manage our social media team. The successful candidate will be responsible for overseeing a team of social media agents who handle all interactions across various social media platforms. The Social Team Manager will play a pivotal role in ensuring our brand’s voice is consistent, engaging, and responsive, while driving customer satisfaction and engagement.
Key Responsibilities:
Team Leadership & Development:
• Lead, mentor, and manage a team of social media agents, providing guidance, support, and professional development opportunities.
• Conduct regular performance evaluations, set goals, and provide feedback to help team members reach their potential.
• Foster a positive, collaborative team environment that promotes productivity and innovation. Social Media Management:
• Oversee all social media interactions, ensuring timely and appropriate responses that align with the company’s brand voice and values.
• Monitor social media channels to identify trends, issues, and opportunities for engagement
• Collaborate with the marketing and communications teams to align social media activities with broader company initiatives and campaigns. Be a customer champion sharing best practise and root cause findings with the relevant business leaders to drive positive change and improvements to enhance the customer experience
Strategy & Execution:
• Develop and implement strategies to enhance social media engagement and customer satisfaction.
• Analyse social media metrics and provide regular reports to senior management, offering insights and recommendations for improvement.
• Ensure the social media team meets key performance indicators (KPIs) related to response times, engagement rates, and customer satisfaction. Crisis Management:
• Act as the primary point of contact for social media crises, coordinating responses with the PR and communications teams.
• Develop and implement crisis communication plans to mitigate potential risks and protect the company’s reputation. Process Improvement:
• Identify opportunities to streamline social media processes and improve efficiency.
• Implement best practices for social media engagement and ensure all agents are trained on these practices. Cross-functional Collaboration:
• Work closely with other departments such as customer service, PR, and marketing to ensure cohesive communication and support across all customer touchpoints.
• Participate in cross-functional meetings to align social media strategies with company goals and initiatives.
Experience:
• Experience in social media management, with exposure to supervisory or management role.
• Strong understanding of social media platforms, trends, and best practices.
• Excellent written and verbal communication skills.
• Proven ability to manage and develop a team.
• Experience with social media analytics tools and the ability to interpret data.
• Strong problem-solving skills and the ability to manage crises effectively.
• Ability to work in a fast-paced environment and manage multiple priorities simultaneously.
If you are a passionate social media professional with a knack for leadership and strategy, we encourage you to apply for this exciting opportunity to lead our social media team and make a significant impact on our brand’s digital presence
Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
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