Social Media & Content Manager Eastern Cape, south-africa
full-time
A fast-growing FMCG business is building a multi-brand portfolio across vaping, vehicle air care and other categories. The Social Media & Content Manager will manage the brands' social channels, scheduled marketing emails and AI customer responder, creating and publishing content while growing audience engagement and tracking results. The role will also prepare the social accounts and launch content for a new vehicle air fragrance brand ahead of its planned Q1 2027 South African launch. Based in Port Elizabeth, the successful candidate will work closely with the Brand & Trade Marketing Manager, Designer, Commercial Operations Manager and e-commerce assistant.
Minimum Requirements:
Matric, plus a diploma, degree or recognised certificate in marketing, communications, journalism, digital media or a related field; equivalent proven experience will also be considered.
At least three years' hands-on social media management experience for a brand or business, including at least one year personally owning the content calendar and publishing across three or more platforms.
A portfolio of brand content personally created, with reach, engagement and follower results.
Experience personally managing comments, direct messages, complaints and an escalated or negative situation for a brand.
Experience coordinating creator or influencer campaigns, including briefs, content approval, disclosure and results tracking.
Hands-on experience administering Meta Business Suite or Business Manager and TikTok business accounts, including user roles, asset ownership and two-factor authentication.
Short-form video shooting and editing skills, plus confident copywriting.
Experience running scheduled email marketing for a brand and reporting on the results.
Ability to interpret native platform and email analytics and prepare monthly reports in Excel or Google Sheets, including UTM-tracked traffic.
Clear written English and the ability to write in more than one brand voice.
Willingness to apply age-restriction and advertising rules to vaping content, even where this limits reach.
Acceptance that all accounts, credentials and content belong to the company and must be kept in company systems and handed over when requested or upon exit.
Based in Port Elizabeth and able to work office-based and cover an evening and weekend monitoring rota when required.
Duties and Responsibilities:
Plan and manage a monthly social content calendar for each brand and platform, including post dates, formats, copy, creative source and campaign links.
Submit calendars for approval by the 20th of the preceding month and follow the approval process for scheduled, campaign, promotional and price-led content.
Create, shoot, edit, schedule and publish copy, short-form video, product photography and stories across Instagram, Facebook, TikTok, LinkedIn and any additional platforms.
Maintain an organised, dated content library that records published assets and their usage rights.
Brief the Designer on new artwork and template adaptations within the required lead times.
Administer the company's social, business-manager and advertising accounts, keeping credentials in the company password manager and maintaining two-factor authentication and an access register.
Give colleagues, agencies and freelancers access appropriate to their work; revoke access when a person or supplier leaves and complete quarterly access audits.
Secure social media handles for new brands and markets ahead of launch.
Write and apply community management standards, including brand tone, response times, reply templates, moderation rules and escalation routes.
Monitor comments, direct messages and website chat; route order, delivery and refund queries to the e-commerce assistant and escalate product safety, legal, media or reputational concerns through the agreed process.
Monitor audience sentiment, identify negative spikes, pause scheduled posts when needed and agree public responses with the relevant managers before posting.
Apply platform and age restrictions to vaping content, including removing content that breaches platform rules and avoiding sales conversations with users who appear underage.
Identify and vet creators, prepare written briefs, coordinate agreements and approve content before it goes live.
Check sponsored content for required disclosure, track creator deliverables and results, and ensure vaping-related creator activity follows the applicable platform restrictions.
Plan and send scheduled marketing emails using company-owned lists and platforms. Maintain recorded consent, an unsubscribe option and age verification for vaping-related email contacts.
Manage the AI responder's knowledge base, tone, rules and handover triggers; update it within one business day of changes to prices or policies.
Review at least 25 AI conversations each week, record errors and update the knowledge base to address them.
Prepare reply templates and escalation guidance for the e-commerce assistant, provide training and spot-check replies.
Report monthly on audience growth, reach, engagement, content performance, response times, creator activity, email and AI inbox results, and social- and email-driven traffic and orders.
Use UTM parameters and creator tracking codes to help attribute traffic and orders.
Propose quarterly social, creator, paid and email campaign budgets for approval, and manage approved paid social within the authorised budget and on permitted platforms.
Keep weekly calendar status updates and align content with the brand, trade and e-commerce promotional calendars.