Social Media & Customer Executive - #1661728

Social Media & Customer Executive

Staffordshire, 2 days in the office 3 WFH

Home Interiors brand

Highlights:

• Over 25 years trading experience


• £1 Billion Turnover


• Record breaking year for the past 5 years


• Global, UK, Europe and USA.

My client are a leading global Home Interiors and renowned luxury consumer goods brand.

They have created a centre of excellence in the marketing team and have hired some fantastic talent across Marketing/ Brand, Digital, CRM, Insights & Analytics. They are a brand lead by Marketing but supported by Data – keeping the customer and customer experience as the focus.

Committed to innovation, customer satisfaction, and a dynamic work culture, they are looking for a talented Content Manager to join their team in Birmingham (about 10/15 minutes from the centre, hybrid).

This is an exciting opportunity to be part of a thriving business with real care and appreciation for content and creative. So lots of creative freedom and risk taking.

Role Overview:

This is a key role within the digital marketing team, responsible for managing and growing the company’s Social Media and Community forums.

This role ensures that the forums are engaging, supportive, and valuable spaces for discussion, customer support, and brand advocacy.

The role will facilitate conversations, address customer queries, engage with the community, and collaborate with internal teams to drive meaningful interactions across digital platforms.

The Social media forum executive will play a crucial part in building strong relationships with customers and trade professionals, offering valuable insights through forums that inform wider marketing and customer service strategies.

Key Responsibilities:

Forum & Community Management

• Oversee and moderate online forums and discussion platforms for customers and trade groups, ensuring positive and productive interactions.


• Develop and maintain community guidelines that encourage respectful and valuable discussions.


• Identify and engage with brand advocates, encouraging organic community growth.


• Organise live Q&A sessions and facilitate expert-led discussions to enhance the user experience.

Customer Engagement & Support

• Work closely with the customer service team to ensure timely and relevant responses to customer queries.


• Address product enquiries, trade support, and customer questions across forum discussions.


• Proactively engage with users to build stronger relationships and encourage forum participation.

Content Development & Implementation

• Create and post relevant, engaging content, including industry insights, customer case studies, product guides, and how-to content.


• Run campaigns, competitions, and interactive discussions to drive participation in forums.


• Coordinate with the Social media content manager to ensure messaging across all digital platforms is consistent.

Industry & Trade Engagement

• Develop and manage online groups for trade professionals (e.g., retailers, fitters, and designers), providing insights and fostering industry-specific discussions.


• Collaborate with the Insights team to share market intelligence and trends within the forum.


• Plan and organise roundtable events, webinars, and trade discussions within the forum to enhance engagement.

Customer Insights & Reporting

• Collaborate with the Insights team to track key metrics, such as engagement levels, user sentiment, and forum growth.


• Analyse forum discussions and recommend improvements based on insights, boosting engagement and delivering added value.


• Provide reports on forum performance, offering recommendations for future activities based on community feedback.

What I’m looking for:

• Proven experience in managing online communities, forums, or social media platforms.


• Experience in customer engagement and community moderation, ideally in a B2C or B2B environment.


• Solid background in content creation, with an understanding of how content drives engagement.


• Ability to handle & response quickly to queries and moderating discussions.


• Familiarity with community management and social media tools, as well as forum analytics.