Reporting into the Director of Brand Media& Communications, the Social Media& Marketing Manager will be responsible for building and maintaining the brand through social platform strategy, monitoring, reporting, content creation and management of social accounts, with a strong focus on brand awareness, engagement, traffic and customer care. The right candidate should be customer-centric, love food& storytelling and be data driven with an eye for design.
Responsibilities including but not limited to:
Plan and continuously evolve a social media strategy that grows Roti’s brand affinity, engagement, reach, audience and customer relationships
Develop, maintain, distribute organic& paid social calendar based on marketing calendar, including creating adapted and original copy, curating images/video based on already available assets, and shooting new imagery with concept leads& partners
Leads and builds the social media team& agency partners to support sales and marketing goals
Recommend& launch of new social tools or opportunities
Lead& manage day-to-day relationships with external agencies, vendors& platforms
Paid Media& Performance
Define social media budget to amplify content, garner engagement, and continuously grow social following.
Manage paid social for all campaigns collaborating with Brand, agency, PR and HR.
Source and identify talent for activations and brand partnerships
Support agency partners to oversee campaigns, ensuring timely delivery of influencer assets and campaign reports
Community Management& Customer Care (Oracle)
Provide an amazing Customer experience, conveying Roti’s values& community commitments
Develop best-in-class process for customer care response focusing on leading all customer complaints/inquiries and serving as“customer champion” to internal teams (Operations, Finance, Technology, PR) and partners while driving service recovery
Assist in crisis communication on external social platforms
Promotes the development, analysis and communication of effective benchmarks for measuring impact of social media campaigns
Reports on insights from social media monitoring and alerts appropriate parties on threats or opportunities
Uses analytic measurement tools and internal resources to provide weekly, monthly and quarterly reports on metrics for each platform, concept and by campaign
Track& synthesize ongoing trends in social media (in the retail sphere, food sphere, among direct competitors, etc.)
Serves as an integral part of Roti’s management team, working closely with other business leads to actively contribute to strategic planning and initiatives.
Stays on top of industry trends in social media, advertising, marketing and food including attending cultural related events. Understanding of how to incorporate them into our current strategy when relevant.
Bachelor’s Degree in business, marketing or related field
3-5 year experience in social media agency or corporate retail environment or experience in PR/Digital
2 years of managerial experience
Leading understanding of social media platforms, including their respective strengths and demographics (Facebook, Twitter, Instagram, Pinterest, Snapchat, etc.)
In-depth understanding of community management& customer care
Able to navigate both the creative and analytical sides of social media experiences
Experience identifying meaningful, actionable insights within past successful social media campaigns
Possesses leadership skills and ability to manage a team
Excellent verbal, written and presentation skills
Strong project management and organizational skills required Computer skills, including Asana, Microsoft Word, Excel, PowerPoint, Outlook, Photoshop
Able to work independently and be self-motivated while still working within a team environment and fostering a strong team collaboration