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Social Media Analytics Manager (TSB/0417/106618) - London

Company: TSB
Job type: full-time
Category: Financial Services

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Job description

Description: Hello, we're TSB, and we're different from other banks. We don't do investment banking, overseas speculation or big corporate finance. We just serve individuals and local business customers - we call it "local banking". TSB's social team are a fun, passionate and committed bunch - we like to work and play hard. We are looking for an equally passionate individual to join our team of six as Social Media Analytics Manager. This role will support the team specifically the Head of Social delivering success and meeting strategic objectives across all social channels through the capture, reporting and use of social data and insights. What do we mean by that? Well, your time and expertise will be to put the use of social data on TSB's strategic map - demonstrating how the voice of the customer can drive strategic insight and how use of paid can drive marketing effectiveness, which means - plenty of excitement and variety to keep you on your analytical toes and lots of room for development. The successful candidate will manage our social data strategy, delivery of KPIs and operational rigour to mitigate risk. Your insights will develop our approach for all social channels in a manner that drives audience engagement and growth while staying true to our values as a Challenger Bank. We need someone who is going to be proactive, a real doer but brining a fresh and creative approach to the way we use social data within the Bank. Core purpose of role: To configure and proactively monitor multiple Social Media data streams, to provide an up to the minute picture of the Bank's engagement in these channels and the associated sentiment. To own responsibility for access to our channels and our paid dashboards and act our gateway to risk management To define an effective suite of Social Media specific KPIs and monitor TSB's trajectory as well manage the social media budget in line with delivering against the KPIs To analyse multiple input sources (including 3rd party data and data from other teams across the bank) and ensure we have a strong narrative and understanding of how social media fits in to the Bank's objectives. To be accountable for our paid strategy working with our agencies - ensuring that we are applying platform best practice and using previous learnings to enhance our media effectiveness. To manage all of our agency relationships where data is concerned (360i, Legend Engage and Brainlabs)as well as manage our data tech stack Report-on and present actionable Social Media insights, in order to allow TSB to adapt strategic direction and make data driven decisions. Reports include and are not limited to the following mandates: Weekly reports for use within the social media team Monthly report on social buzz and KPIs Digital complaints committee reports Weekly social sales Bank Executive Committee updates Quarterly social review working with our data agency Ad hoc campaign reviews CAPABILITY Demonstrable Social Media experience, of which at least 2-3 years should be hands-on experience monitoring multiple Social Media platforms, and performing various analysis activities Strong data manipulation, reporting and analysis skills Experience in day-to-day configuration of one or more Social Media monitoring tools such as Radian6, Crimson Hexagon, Sysomos, Brandwatch etc Experience of creating data driven insights from multiple sources Detailed understanding of how Social Media Analytics can be used to achieve company objectives Experience of defining and creating stakeholder reporting packs and dashboards for both business and technical audiences Structured approach to content and comms Excellent communication and stakeholder management skills Collaborate effectively with the Social Media Campaign Manager to support development of campaign KPIs and assess campaign success Must be organised with a eagle eye for detail and strength for telling powerful stories. Must be a team player and relentlessly proactive in building cross functional relationships Must be flexible and agile in delivering reports/insights when needed. Achieving TSB's vision of being different from day one, bringing greater competition and local banking back to the High Street is dependent on our colleagues demonstrating our core values. We will assess and hire individuals who demonstrate and support these values which can be found on our TSB careers site. Job Category: Brand and Marketing Contract: Full-time

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