Función Laboral: CMO & Digital

Tipo de contrato: Jornada Completa

Ubicación: Brussels - Office

País/Región: Belgium

Plan, develop, design and manage social interactions across digital channels to increase brand exposure and strengthen brand image

Interaction with consumers

  • Conversation management with consumers – be the first point of contact for consumers to engage in interactions, creative positive sentiment and respond to questions or issues
  • Interact with consumers in social media channels using social media management software and related tools, including forums
  • Spokesperson of the brand on forums and social media: news, advice, sales assistance, etc...
  • Manage the Social and Community component of digital marketing campaigns
  • Assess Rating & Reviews and assist consumers where needed
  • Develop standard responses for FAQ and create a creative toolset and tone of voice for the different brands within the portfolio

Social listening & gap analysis

  • Monitor, maintain and strengthen consistent online brand identity
  • Participate in the development of real-time marketing content based on monitoring social media, flagging opportunities, and formulating plans with internal and external stakeholders
  • Work cross-functionally to develop appropriate content, if required
  • Spot social trends and watch competitors to identify content gaps for L’Oréal
  • Summarize insights and conversations to create actionable, operational reports that lead to optimization and efficiency in performance
  • Keep up to date on social media trends and best practices educating internal and external stakeholders

Social Media Tools development & user empowerment

  • Development of social media management software in order to improve interactions, social media management and link with customer service
  • Facebook Business Manager account management
  • Start automation projects with regards to conversation management and lead the project from A to Z
  • Ensure that international guidelines are implemented within the division
  • Ensure that all users have sufficient knowledge to use the tools and provide training and guidance where needed

Provide internal stakeholders with detailed feedback

  • Produce social media listening and engagement reports for internal and external teams to fuel insight development
  • Summarize insights and conversations to create actionable, operational reports that lead to optimization and efficiency in performance
  • Analyze and report on social community trending (pre and post) promotional launches to key internal stakeholders to ensure optimal customer satisfaction

COMPETENCIES

  • Excellent copywriting skills in the native language
  • First experience with conversation management / consumer service
  • Ability to adapt communication style to different brands and different consumers
  • Knowledge of top social media platforms including usage, demographic and marketing opportunities
  • Knowlegde of social media best practices and legal guidelines
  • Consumer first mindset
  • Proficiency in data analytics
  • Project management skills
  • Working knowledge of SEO, digital campaigns and PR/Influence