Strategic and hands-on Social Media Assistant Manager to lead our social media presence and performance. This role is responsible for planning, implementing, and monitoring social media strategies that enhance brand visibility, reputation, and engagement. The successful candidate will manage agency relationships, oversee social media campaigns, and ensure timely execution of ad hoc announcements, especially during crisis situations and urgent announcements.
In addition, the Social Media Assistant Manager will track and analyse performance metrics across platforms, implement social listening to monitor brand sentiment, and provide actionable insights to improve engagement and protect brand integrity. This individual contributor role requires close collaboration with internal teams including Product, Marketing, Underwriting, Claims, and People & Organizational Office.
Beyond social media, this role will support broader communications initiatives, including sustainability and corporate responsibility topics.
Main Responsibilities:
Develop and Implement Social Media Strategy
- Build and execute social media and content strategy by applying a strong understanding of the insurance industry, regulatory context, and our target audience to guide messaging. Ensure all social media activities resonate with customer needs and brand objectives.
- Plan, manage, and drive the social media calendar, overseeing external partners to ensure timely, high-quality content and campaigns. Be hands-on when needed, including copywriting for posts and captions and creating visuals using Adobe Creative Suite (Photoshop, Illustrator, Canva, etc.).
- Manage social media buying and paid campaigns, including budget allocation, targeting, and optimization to maximize ROI and reach.
- Monitor and track performance across platforms, analysing key metrics to optimize content and improve engagement.
- Assist in handling social media inquiries within agreed turnaround times to maintain positive customer experience.
- Conduct research on benchmark trends and audience preferences to inform strategy and keep content relevant and competitive.
Social listening and Crisis Management
- Social tracking and reporting to gain insight into traffic and effectiveness
- Social media trend monitoring/ listening to identify trends, measure sentiment, and provide actionable insights to improve engagement and protect brand integrity
- Respond and adapt to real-time events by ensuring timely and relevant updates, such as public service announcements during natural disasters or urgent situations, to maintain trust and demonstrate brand responsibility.
- Act as the first responder for social media crises (e.g., negative publicity, customer complaints, misinformation).
- Monitor platforms for potential issues in real time.
- Escalate critical matters to internal stakeholders promptly.
- Draft and publish accurate, timely responses aligned with brand tone and compliance requirements.
- Coordinate with internal teams to manage messaging and mitigate reputational risk.
Corporate Events/ Campaigns
- Support the team in the implementation of corporate events/ campaigns.
Qualification and Experience Requirement
Education
- BSc degree in Mass Communications, Marketing or relevant field
Experience
- At least 5 years of experience as a Social Media Specialist or similar role
Skills
- Proven work experience as social media manager
- Ability to deliver creative content (copywriting skills, image and video)
- Excellent knowledge of Facebook, LinkedIn, Tik Tok, Instagram and other social media best practices
- Understanding of SEO and web traffic metrics
- Proficient in Photoshop and Illustrator
- Good understanding of social media KPIs
