Job Description

Hashtag Interactive is building a dedicated Social Media Community Management Team for our different client accounts and we’re looking for an experienced manager to help build the team and lead this group. The team will be primarily responsible for monitoring the social media pages we manage and coordinating with client support teams to help customers with their concerns. The team will also help to ensure that all posts follow necessary brand guidelines and go out as scheduled on the right platforms and in the right formats.
In this role, you will interface with clients and our internal Accounts teams You’ll also be responsible for the growth and development of your team to help them grow in the company. There are a lot of opportunities to define the team’s processes as you see fit so don’t be afraid to make suggestions and propose processes that will help everyone achieve better results.
RESPONSIBILITIES:

• Social Media Monitoring. Manage our social community and all of our interactions - this includes accounts including internal and external. Ensure our social media posts for different accounts go out on time on the right platforms in the right formats. Review user-generated comments and posts in a quick and timely manner. Escalate User Generated Content, where appropriate, to internal and client stakeholders. Respond to comments, when appropriate, in order to foster a positive community and add value to the user’s experience. Implement crisis management process alongside Accounts team members when necessary.
  
• Mentoring and coaching. Create an inspiring team environment with an open communication culture, set clear team goals in servicing clients and managing accounts, and delegates tasks and set deadlines
• Strategy consultation. Determine and develop the processes and direction for Hashtag’s Social Media Community Management Team. Identify best practices for managing social media customer service channels and resolving issues. Be proactive in working with clients to identify issues quickly along with proposing viable solutions.
• Collaboration. Liaise with the rest of our internal teams of creatives, content producers, growth strategists, developers and project managers to ensure smooth execution of client projects and campaigns.
• Project management. Complete projects within agreed timelines. Ensure our social media posts for different accounts go out on time on the right platforms in the right formats.
• Reporting and Analysis. Compile relevant reports to identify consumer trends based on the social media activity on client digital properties and other analyses. Develop new reports to help address client concerns and help innovate processes.
• Researching, studying and improving. Keep up to date with digital and social trends and share these insights with both our clients and internal teams. Committed to constantly improving our work, how we work and our knowledge base.

WHAT WE’RE LOOKING FOR:

• Bachelor’s degree in Communications Marketing, Advertising or equivalent experience - social media certifications and/or coursework a plus
• 3-5 years of professional social media experience
• Top-notch communication skills, especially in writing and editing
• Exceptional collaboration, teamwork and interpersonal skills. Experience working with an overseas (Singaporean) team a plus
• Detail-oriented with superior organizational skills. Able to navigate between multiple projects, meet deadlines, and process ad hoc requests.
• Experience using/interpreting Social Media analytics dashboards and report creation
• Experience with Social Listening Tools and other Social Media-related tools is a plus

ABOUT HASHTAG INTERACTIVE We are HASHTAG INTERACTIVE, a digital marketing consultancy with offices in Singapore and Manila that is optimised for a digital-centric world. We offer an integrated suite of solutions - from strategy and planning consultation to social media and interactive executions. Our clients span different categories: automotive, wearable technology, nutrition, event management, food & beverage, tourism, and more. We work collaboratively with our partners and clients to move brands and businesses forward.
We're not your typical digital agency. We speak MARKETING. We live DIGITAL. We breathe CONVERSATIONS. And we absolutely LOVE what we do.
WE ARE #CONTENT OBSESSED. We create content that ENGAGES: If it doesn't get people to like, comment, share, meme, mention, tag, retweet, regram, buy or post, then it ain't worth our time.
We come up with #KICKASS STRATEGIES. We analyse needs, wants and goals, then work towards strategically creating plans & campaigns that give produce REAL results.
WHY JOIN US? Our values are centred on nurturing your creative mind by giving you the tools to help you see your ideas and innovations come to life. This is your chance to collaborate with a team consisting of some of the best digital masterminds in a dynamic, supportive environment. We don't just live up to the hype - WE MAKE HYPE HAPPEN.