Job Description
This new position will have responsibility for the development and delivery of eircom’s emerging Social Mediastrategy.Responsibilities will range from, actively posting to customers through the forum, liaising with and development of theCSR team, managing complex stakeholder relationships, providing regular reports and updates to senior management, through to championing the concept of Social Media within the eircom organisation.Ideal candidates will be highly organised, self-motivated, resourceful, innovative, thick skinned, and have excellentverbal and written communication skills. Candidates should have a strong Customer Experience background,and a demonstrable understanding of online Social Media.
Responsibilities
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Moderation and administration of eircom’s official forums and community websites (on-site & off-sitepresences)
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Management of in-house staff and freelance site admins.
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Assist in the planning, creation and distribution of content and news items via the eircom communitywebsites
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Act as the "voice of the community" with eircom management and relay key messages and themes beingdiscussed
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Building and maintaining strong relationships with key stakeholders, particularly internal departments such asPR, Legal, Marketing and Customer Service
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Working collaboratively with the eircom development team and third-party agencies to influence thedevelopment of eircom’s community sites and other social media initiatives
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Maintaining reports on community activity, and community feedback.
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Acting as a Social Media evangelist within the eircom organisation, developing strategy and capabilities asrequired to allow eircom to maximise its potential in this field.
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Drive adoption of the Social Media capabilities with customers through promotion and demonstration of their value/effectiveness.
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Provide thought leadership on Social Media within eircom, maintain market insight on developments and astrong awareness of best practice and industry trends.
Qualifications & Skillset
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Professional experience in community management and/or website admin
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Excellent editorial skills
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PR and /or media experience a strong advantage
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Customer Service experiences a strong advantage
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Excellent written and verbal communication skills
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Strong time-management and organisation skills
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Ability to coordinate multiple projects and priorities
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Ability to work flexible hours, including evenings and weekends as needed.
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Enthusiasm for and in-depth knowledge of Social Media including trends in key services and technologiessuch as Twitter, Facebook etc.
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Strong computer and office skills
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Ability to stay calm under pressure and respond professionally in public forums
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Message board and chat moderation experience a plus
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Basic HTML experience preferred.
Key Performance Indicators
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Volume of registered users
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Ratio of registered user types Fully:Partially
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Volume of partially registered users convertingto Fully registered
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Activity levels / repeat usage of users
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Quality rating of content
Competency Profile
Business Competencies
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Customer Focus -4
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Results Focus - 4
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Problem Solving Skills - 3
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Innovation - 4
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Strategic Perspective - 3
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