Social Media Community Executive
Who we are:
ACE Money Transfer is a UK-based company headquartered in Manchester, United Kingdom. ACE Money Transfer is an online remittance services provider from UK, Europe, Canada, & Australia. ACE Money Transfer is a part of ACE Group of companies, which has a diversified portfolio including digital wallet services in the UK and real estate, advertising businesses, and software solutions in Pakistan.
Position Summary:
The Social Media Community Executive plays a key role in fostering, nurturing, and engaging online communities across various social media platforms. Acting as the brand’s voice, this role ensures positive and engaging interactions, promoting brand loyalty and advocacy. You will be at the forefront of managing community conversations, providing timely responses, and creating a welcoming online environment. By monitoring conversations, moderating content, and aligning engagement strategies with the brand's overall goals, you’ll drive meaningful relationships and strengthen the brand's online presence.
Primary Responsibilities:
Engage with the Online Community:
Respond promptly and professionally to comments, direct messages, and mentions across platforms such as Facebook, Instagram, Twitter, LinkedIn, TikTok, and YouTube, fostering positive interactions and a sense of community.
Moderate Discussions:
Ensure all conversations remain respectful and align with the brand’s values by actively moderating user-generated content, promoting healthy dialogue, and preventing any harmful exchanges.
Monitor Brand Mentions & Hashtags:
Track and monitor mentions of the brand and relevant hashtags to identify opportunities for engagement and ensure timely responses to conversations related to the brand.
Analyse & Report on Engagement Metrics:
Analyse community engagement metrics such as response times and engagement rates, reporting insights to identify trends, areas for improvement, and optimization opportunities in community management.
Support the development of strategies to increase engagement, building long-term relationships with followers and improving overall community involvement with the brand.
Collaborate Across Teams
Work closely with internal teams, including content, marketing, and customer service, to ensure consistent and effective responses to customer queries, complaints, and concerns.
Organize Online Events & Discussions
Organize and manage online community events, polls, and discussions to boost engagement, creating interactive experiences that deepen connections with followers.
Stay Informed on Social Media Trends
Stay up-to-date with updates, features, and new tools across social media platforms, recommending new engagement strategies to continuously improve community interactions.
Secondary Responsibilities
Feedback Sharing
Share insights and feedback from the community with the content and marketing teams to inform content creation, ensuring the brand’s messaging resonates with the target audience.
Develop FAQs & Templates
Assist in developing FAQs or response templates for common queries, ensuring responses are efficient and aligned with the brand's voice.
Group Management & Content Creation
Support group management activities, including overseeing Facebook groups or other online communities, and assist in light content creation such as quick responses, polls, or small posts when required.
Collaborate with the Content Creator during live events or campaigns to ensure timely and relevant content that drives engagement and brand interaction.
Crisis Communication Support
Assist with managing crisis communications, working closely with PR and marketing teams to maintain the brand’s reputation and handle sensitive situations.
Other Duties:
Perform any additional tasks as assigned to ensure seamless community engagement and a positive, effective online presence for the brand.
Key Competencies
Communication Skills
Strong verbal and written communication abilities to respond to the community professionally, manage sensitive situations, and ensure brand messaging aligns with tone and values.
Community Engagement
Ability to create positive, engaging conversations with followers, build relationships, and foster brand loyalty and advocacy within the community.
Moderation & Conflict Resolution
Skilled in moderating discussions, handling user-generated content, and addressing negative feedback or complaints diplomatically while maintaining a positive brand image.
Social Media Savvy
Deep understanding of social media platforms, trends, and features. Ability to leverage social tools to optimize engagement and recommend new strategies for community growth.
Analytics & Reporting
Strong analytical skills to track and report on community engagement metrics, derive insights and recommend strategies for improvement.
Collaboration
Ability to work effectively with internal teams, including marketing, content, customer service, and PR, to ensure consistent messaging and successful community management.
Experience organizing and managing online community events, polls, and live interactions to drive engagement and build stronger relationships with followers
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Ability to stay current on evolving social media trends, platform updates, and new tools, and adapt strategies to keep the community engaged and relevant
ACE Money Transfer: https://acemoneytransfer.com/company-profile