Social Media & Customer Experience Manager-London

Social Media & Customer Experience Manager

Part-Time / Full time

London Lambeth (West Norwood)

Salary: Competitive

If you have an eye for compelling visuals, and a passion for social media and customer service, we want to hear from you.

The Social Media & Customer Experience Manager will be an integral member of the Marketing team. Working closely with the Head of Marketing, you will be responsible for Mylands social media strategy, content creation and overall social media presence.

This role would suit someone who is highly passionate about interior design and the paint industry and has demonstrable experience in successfully managing social media channels for a household brand, creating engaging content and also managing clients requests.

We are looking for:

• A strategic thinker, you will have demonstrated an in-depth understanding of the social media landscape – including content ideation and optimisation, publishing algorithms, building and engaging communities, planning and execution of socially-led campaigns, social listening and reporting with a proven track record of using data-led learnings.

• You are passionate about social and the way it connects people. You understand the complexities and nuances and you are an avid user, on the pulse of upcoming trends and platforms with an inherent understanding of social-first content. You are naturally curious, always seeking out best practice examples and a forward-thinking approach.

• You will be a confident communicator and be able to build effective working relationships. Your high attention to detail will help to ensure flawless execution of global and regional social and community activities.

Key Responsibilities:

Content Management

• Content Creation: Develop engaging and on-brand content for our social media platforms, showcasing the high quality and specificities of Mylands paint and wood polishes

• Ability to create your own content (basic photo and video skills)

• Commission and manage creatives (photographers, videographers, influencers, graphic designers)

• Develop & manage an optimal social media schedule based on the campaign calendar balanced with web traffic and customer engagement metrics across all Mylands social platforms

• Supporting our external agencies and our paid social media strategy proactively responding to content briefs (developing content in house and briefing external creatives)

• Supporting and working collaboratively with our PR agency and external suppliers

Planning and publishing

•Manage the day-to-day of social platforms working proactively and reactively to plan, execute and deliver best in class platform strategies

•Understand platform nuances and confidently publish on all social channels, pulling different publishing levers to optimise performance

•Own commerce on social platforms, liaising with relevant teams to ensure catalogues are up to date

•International lead, being the point person between global and local channels (Distributors), coordinating calendars and implementing approval processes

•Lead on creator-led projects, contributing collaboration ideas and streamlining team feedback

•Generate additional backlinks and traffic to website via social media (own account and third parts)

•Support Mylands employees with their own channel management (guidelines, tips, post amplification)

•Manage and monitor our CEO SM channels and accounts

UGC content – clients and influencers

•Nurture existing Mylands relationship with influencers, B2b and private clients to create content

•Manage day to day requests from Influencers and third parties for paint gifting

•Nurture existing relationship with brand partners, creating and re-purposing content for social media and generating SM content (Q&A/ interview/ live)

Customer service / customer engagement

•Become an integrant part of the customer service team, providing customer support via social media and web chat for colour enquiries, trade and technical enquiries on paint

•Actively engage with our community and clients, sharing relevant information for trade on product use and application, collections, brand activities

•Monitor and respond to customer comments, reviews, and surveys to provide an excellent customer experience.

•Create and actively support customer private groups on social media

•Lead the enablement and training of social media tools and best practices for new and existing team members, distributors and customers

Reporting

•Understand different platform metrics, and confidently be able to pull together the right data and metrics to support social and community objectives

•Monitor, analyse and report on social media performance by analysing key reach and engagement metrics as well as campaign influence on demand and pipeline generation.

Support the monthly and ad hoc reporting, with insightful analytics supporting active business decisions.

•Be confident with using excel to manipulate the data you need to create content and campaign reports

•Demonstrate an understanding of using platform and social data to inform performance analysis and identify learnings

Communication

•Build effective working relationships across the business and with our audience: influencers, interior designers, trade (painters and decorators)

•Collaborate with immediate, wider and external teams through effective written and oral communication

•A clear communicator who can articulate their thoughts and ideas with confidence

Innovation

•Staying on top of, and proactively sharing news, trends, emerging platforms and interesting examples within the interior design sphere.

QUALIFICATIONS, SKILLS, EXPERIENCE REQUIRED

•A luxury background with a clear understanding of branding and a good eye to curate relevant content for specific audiences.

•An in-depth understanding of western social media platforms and native content, including but not limited to: Instagram, Facebook, X, Pinterest, Threads, TikTok, YouTube, LinkedIn, Houzz, Substack

•Analytical mind with an understanding of social metrics, and how to interpret data into actionable insights and learnings

•Excellent experience in content management: planning, editing, commissioning. Useful to have photo and video editing (including sound) and photoshop skills.

•Proven experience in social media management, preferably within the art, craft or luxury industry.

•Strong visual storytelling skills and proficiency in graphic design tools.

•Interest in interior design and colour consultancy

•Demonstrates a strong work ethic and willingness to learn; a self-starting attitude and enthusiasm is a must

•Exceptional communicator – confident in presenting ideas and social thinking to different parts of the business and with key partners

•An excellent organiser who can multitask and prioritise multiple stakeholders and deadlines

•A high attention to detail and a track record of operating in a fast-paced environment is essential

•Strong interest in and understanding of the digital media landscape

•Interest in the interior design industry, expert craftsmanship and luxury is strongly preferred

•Degree level education

HOW TO APPLY

Visit our website career section:

www.mylands.com/pages/careers

Please submit your CV, a portfolio of your work that includes the social media account(s) and campaigns you have managed related to luxury brands, furniture, art, antique or beauty, a brief cover letter / email outlining your social media skills and desired salary to: [email protected]

This is a part-time to full time hybrid position, offering flexibility in working hours and providing the flexibility to work from the comfort of your home.

We will require at least two days per week in our office located in London, West Norwood.

Application deadline: Thursday 12th September