We're looking for a social media expert to join a major UK telecoms company in London. But we're not talking about someone who spends their day chatting with friends on Facebook or playing Farmville. This is a commercially focused leadership position working as the Head of Social Media & Online Content for a major UK brand.
You will be leading a team of 6 reports who cover content editorial, social media and knowledge management for the company's expansive online footprint. Equally there will be dotted lines reporting across to you from across the entire business, covering both their consumer and business offerings. So being a credible, experienced business leader is important.
The company have, in recent years, been substantially increasing their investment in online, looking to leverage the growing ability for customer to self-serve utilising the latest technology and also things like making sense of user generated content to provide assistance to customers.
Where this role comes in is to provide a focus for online knowledge management. Looking at things like:
- Managing the single repository of information from across the business, both B2B and B2C elements, looking at using this information online to help solve customer problems. Developing a searchable database for customers to use.
- How blog content can be utilised to further enhance customer's ability to self serve
- Help and support forums, how to best present these to customers so they become first point of contact.
- How would you manage these portals so they are kept up to date and content is user friendly
- How to continuously enhance online self service functionality so they meet customers evolving needs, but also enhance customer experience. Are there digital media opportunities with things like user videos show how to fix problems, etc.
The second big element of this role is social media and the company's social footprint across all relevant platforms.
Monetising this channel will be a big focus, particularly with the rise of social commerce. Driving not only customer acquisition, but also for cross and up-sell opportunities. So you need to be a social media expert and know exactly how to manage and build a positive reputation in the social space, but also have experience in driving revenue from the channel.
Role: Head of Social Media & Online Content
Location: London or Hertfordshire
Salary: £65,000 to £75,000
Benefits: £7.8k car allowance, good bonus, pension, healthcare, life assurance, etc.
Experience Required:
- Knowledge expert in social media and monetising the channel for commercial businesses
- Excellent people and line management skills.
- Background can be from agency or client side
- Previous demonstrable experience in driving self-service activity online for businesses. Lowering call volumes to contact centres
- Experience looking at tone-of-voice for these kinds of directories, ensuring consistency of message, remaining on brand and utilising appropriate level of technical / non-technical information
- Strategic visionary, but able to put this into action as well
- Must have the necessary visas to live and work in the UK
TO APPLY
For further information please contact:
Colin Doree
Principal Consultant - Blue Pelican Marketing
(phone number removed)
(email address removed)
For more vacancies which may suit your needs, please visit us at (web address removed)
About Us
Blue Pelican Marketing is one of the UK's leading marketing recruitment agencies. We pride ourselves on assisting people in locating new positions within dynamic organisations across the UK and Europe. So if you are looking for a new challenge and a career move which will raise you to the next level, get in touch, it could be the most fruitful communication you make today!
This job expired on 16/02/2012
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