Social Channel & Community Management Lead

at  Bankwest

• Help define and implement the way the Bankwest brand and customer experience is brought to life across our key social channels
• Lead our community management approach and implementation to ensure we are always evolving and operating at best practice
• Utilise your customer service and communication experience to champion Bankwest Social both internally and externally
  Do work that matters
  The Social Channel & Community Lead helps define and implement the way the Bankwest brand and customer experience is brought to life for our customers across our key social channels.
  Working closely with the Customer Care experts and the Social Media Marketing Manager, you will ensure that our social channels and community management tactics are being delivered according to our strategy and best practice, while seeking to constantly optimise and future-proof these activities.
  It’s an exciting time for an experienced communicator with a passion for connecting to customers and colleagues to join the team and help us build our reputation for delivering a brilliant digital customer first experience.
  See yourself in our team
  The Brand and Customer strategy team is a multi-disciplinary team bringing together insights, strategy, brand and sponsorships experts.
  This team is responsible for defining the brand, marketing and customer strategy for Bankwest, utilising customer and campaign insights to navigate through the market context and capitalise on opportunities, ultimately helping realise our ambitious business goals.
  Your role within the team will be to help ensure our social channels tangibly demonstrate our promise to customers.

On any given day, you will:

• Proactively monitor and work with the care team to ensure our community management activity is providing positive customer experiences and assist in crafting best practice responses.
• Work with your Senior Manager, Care Lead and Social colleagues to embed the new Social Strategy and drive the continued growth and evolution of how we service customers through the channels.
• Be the conduit between Social Marketing, Content and Care to ensure a coherent and synergised working rhythm. Identifying and embedding improved processes and operational procedures to make being the best, simpler and easier.
• Be the in-house expert on our social technology (currently Sprinklr), helping to manage the supplier relationship, leading proactive solutions and ensuring it is set up to allow success for all social teams and the business.
• Play a key role in the crisis management process and team that enables social to be activated in times of need.
• Stay on top of social media and digital marketing trends and insights to ensure we are continuously pushing boundaries and operating at best practice level both inside and outside the category.
• Lead the business reporting for social as a channel including helping to set the KPIs.

We’d love to hear from people who have:

• Experience or passion in delivering exceptional customer service and communications in a digital world.
• Experience or high level of understanding of social media, social platforms and customer expectations of brands in social.
• Tertiary Marketing qualification or equivalent.
• 3+ years experience in a role that demonstrates delivery of exceptional customer service.
• 3+ years experience within a marketing / communications / social media role.

If this sounds like your next career opportunity, please apply now!
If you’re already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you’ll need to apply through
Sidekick
to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 09/04/202

Please refer the Job description for details