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Social & Engagement Advisor

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Date: 14-Sep-2022

Location: Hemel Hempstead - Breakspear P, Hemel Hempstead - Breakspear Park, GB

Company: Britvic



At Britvic we’re on a journey to become the most dynamic soft drinks company. As one of the UK’s leading players in the FMCG market we pride ourselves on setting high standards, being courageous and pushing ourselves to think outside the bottle.
As part of this journey, alongside an Agency Partner, we are creating a new Britvic Digital Studio to fast-track our digital capability across Strategy, Content, Search, UX, Social, Ecommerce and Performance Management.
About the Role:
The Social and Engagement Advisor is a key role within the newly formed Britvic Digital Studio, reporting into the Head of Digital Marketing / Head of Studio. The core responsibility of this role is to be the voice of the brand, managing the Social Community Engagement, Social Listening, Reactive Issue Management and Proactive Social Media Publishing for two or three Britvic brands in line with business demand.
You will manage consumer conversations efficiently across all communication channels with a focus on delivering world class consumer experience to support globally admired brands. You will meet, and where possible exceed consumers’ expectations whilst safeguarding and enhancing Britvic’s reputation and driving relevant conversations with our consumers.
This role is responsible for:
  • Brand voice for two or three assigned Britvic brands across all communications channels, including Management and Publishing of Content
  • Execution of a world-class social media strategy to enhance paid, owned, earned and shared opportunities for consumer acquisition and engagement. 
  • Management of Social Media scheduling, posting and engagement in line with an agreed Social Content Strategy and Content Calendar, working with Digital Studio Agency
  • Responsible for Proactive and Reactive Brand Level Social Listening (Assigned 2-3 Brands) and engagement across owned, earned, and paid.
  • Core liaison with Digital Studio Partner in the development of content needed for both proactive and reactive consumer engagement
  • Pro-active brand engagement with social media communities across campaign, always on and dynamic moments
  • Respond effectively to consumer contacts across all communication channels (phone calls, emails, white mail and social media) within agreed time frames and at the highest standards of quality, helping maintain Britvic’s market leading consumer experience reputation.
  • Ensure that at all times there is social customer care coverage, and a robust crisis management process on social, working closely with all relevant departments.
  • Hand-off of customer care and identified crisis issues to the relevant internal parties
  • Develop and execute a UGC community programme to seek and encourage UGC from social communities and Influencers.
  • Management of social listening reporting and distribution of insights to Agency Partner and the wider business, highlighting any areas to improve efficiency and effectiveness and addressing any on-going issues
  • Day-to-day owner of social buying accounts and account log-ins administration specific to assigned brands
  • Effective collaboration with brand stakeholders, agencies and Studio Brand Planners will be essential to ensure Social Media plans meet business needs
  • Some out of hour's work may be required to support campaigns
  • You maybe required to attend events to enable event content creation, coverage and engagement.
  • You may be required on occasion to upload blog/search content to our brand websites
  • Communicate in the brand appropriate tone of voice and lead Surprise & Delight activities
  • Ensure the compliance of all data captured
  • Represent Britvic and its culture internally and externally
  • Regularly liaise with the Head of Data, Data and Systems Manager, Digital Studio Partner and the Online Engagement Manager/Advisors to maintain a strong working relationship and maintain best practices
  • Explore, identify and stay abreast of new social media trends/channels/innovations in order to recommend future opportunities.
Experience Required:
  • Proven track record in managing Social Media account publishing for known consumer brands
  • Expert end-to-end knowledge of major social media platforms including Facebook, Instagram, Twitter, You Tube, Pinterest, Tik Tok, Snap Chat
  • Proven experience of running Social Listening reports with knowledge of Social Listening platforms
  • Excellent communicator (written and verbal) at all levels
  • Strong organisational and project management skills, able to manage multiple on-going assignments simultaneously
  • Results-driven, collaborative and a ‘can-do’ attitude, a self-starter with a strong bias to action
  • Expert knowledge of Social Media KPIs and Social Listening KPIs
  • Proven experience of engaging with communities and customers via Social Media
  • Experience of Paid Media and working with Media Agencies and Creative Agencies
  • Experience of working with Asset Libraries and or/DAMs
  • Experience of setting up new Social Media Accounts
  • Experience of communicating within Brand Guidelines and a Brand Tone of Voice
  • Highly organised and able to manage deadlines and capacity conflicts with stakeholders
  • International social media experience advantageous
  • Digital Marketing/Marketing/Communications Qualification preferred
  • Grade C or higher in GCSE English with excellent written commutation skills

We believe we are stronger together and that’s why we’re committed to providing equal opportunities to all applicants and employees. We know that by building a truly inclusive environment where everyone feels celebrated, safe and respected - diversity and wellbeing will naturally thrive

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