Interactive - Community Manager (China)

About Accenture：

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

The company has been operating in Greater China for over 30 years. Today, it has more than 17,000 people servicing clients across the region with offices in the cities including Beijing, Shanghai, Dalian, Chengdu, Guangzhou, Shenzhen, Hong Kong and Taipei. As a trusted Partner of Choice for digital transformation, Accenture is bringing more innovation to the business and technology ecosystems and helping Chinese enterprises and the government to embrace digitization and enhance global competitiveness to succeed in the new era.

For more information about Accenture, please visit its corporate homepage www.accenture.com and its Greater China homepage www.accenture.cn .

About Accenture Interactive：

As one of the key services under Accenture, Accenture Interactive is in the business of Experience. We connect deep human and business insights with the possibilities of technology to define and deliver new realities. We're committed to helping clients design, build, communicate and run Experiences that make peoples' lives better, more productive and more meaningful. Visit http://www.accentureinteractive.com to find out more about us.

Key Responsibilities

Owning the relationship between the brands and their social media communities on the organisation’s market-level owned social media channels, across the major social media platforms (Facebook, Twitter, Instagram, YouTube, LinkedIn).​

• Day-to-day operation of the brand’s in-market social media channels across the major platforms​

• Implementing all elements of the Social Media Strategy relating to in-market management, including publishing content and social customer care​

• Follow platform and community trends to develop recommendations for optimization​

• Ensuring the social media guidelines are adhered to across all platforms, such as when to publish content, tone of voice and how to escalate potential reputational threats ​

Beyond the listed responsibilities and activities, this role requires an understanding of the Marketing lifecycle and social media’s function in the wider multichannel environment. Collaboration with CRM and other marketing teams is imperative in order to create industry-leading customer experiences across all touchpoints.

• Management of social media communities through the use of a social media management tool​

• Responsive messaging across organic, paid and boosted activity​

• Maintaining & updating the social media editorial and content calendar​

• Maintain and update responsive messaging matrix​

• Activating social media campaigns / content ​

• Providing social customer care​

• Social media crisis management and tracking and escalation of reputational threats​

• Generation and nurturing of social media leads ​

• Participate in project briefings, liaise as needed for social media channels.

Experience, Attributes and Qualifications:

• Minimum 3 years minimum experience working in social media​

• 3 years minimum in managing social media communities ​

• Deep expert in using social media management tools or certified on such tools (Salesforce Social Studio is preferable, Sprinklr and experience in other tools is also valuable)​

• Strong ability to interpret social media listening and analytics outputs (skilled in gaining insights from social media data)​

• Understanding of local social media laws and regulations