Community Manager

Company Description

iKhokha is a place where chance-takers become change-makers. At iKhokha, we believe in better. As you'd expect, our pace is fast-moving and ever-changing. We like it that way.  As one of the fastest-growing FinTech's in Africa, we've built a team of global change-makers who want to make an impact. If you believe in a better future, be a chance-taker and help us empower small businesses in South Africa.

Job Description

We’re looking for a Community Manager to elevate our online presence, foster engagement, and help grow a positive, vibrant digital space.  

If you have a blend of creativity, communication skills, and a data-driven mindset, we’d love to have you join our team! 

So, what will you do?  

You will be required to manage and maintain iKhokha’s social media. This Community Manager will be responsible for managing and moderating social media platforms, to engage users and create an interactive relationship between consumers and the company. 

In addition to the above, you will: 

Community Management, Moderation & Reporting: 

• Daily monitoring and responding to post/queries and comments across all social platforms.  
• Managing and growing brand presence through Facebook, Instagram, Twitter, LinkedIn, TikTok and other platforms. 
• Interact with our audiences, using creative means to foster and grow our online communities using the iKhokha brand tone and to encourage User Generated Content. 
• Review community comments and posts, and drive engagement. 
• Field queries on social media and feed inquiries through to the Support Team.  
• Stakeholder management with multiple internal teams. 
• Respond to comments to create a positive community and add value to our customer’s experience. 
• Escalate possible issues or concerns to relevant stakeholders. 
• Identify opportunities to grow the brand and delight customers on social media.  
• Seed content and discussions in our communities to keep them active and valuable to our users. 
• Assist the social media manager with various social media related tasks. 
• Ad hoc tasks such as contacting competition winners and liaising with customers as and when required. 
• Experience in tagging social media complaints, queries and compliments on listening tool and reporting back on it. 
• Assist Social Media Manager in running training sessions internally with creative team and sales force and externally where required to train on Social Media Marketing. 
• Log all jobs using an online project management tool and scope the size of each one for team reporting purposes. 

Content Creation:  

• Collaborate with content team to regularly produce proactive ideas that helps grow brand 
• Contribute to brainstorming and ideation sessions 
• Analyse and identify social media trends and feedback to the broader team.  

Qualifications

• Post-graduate degree or National Diploma (or similar), specialising in Copywriting / Journalism / Marketing, or similar would be advantageous 

Deal breakers: 

• 2-3 years’ experience as a community manager, managing social media communities on behalf of a brand or organisation.  

Additional Skills & Knowledge: 

• Prior experience working on a social listening platform would be advantageous (e.g. Hootsuite, Meltwater, Sprout Social) 
• Ability to develop strong relationships internally which are based on teamwork 
• Solid writing skills with an excellent command of the English language including impeccable grammar, spelling and phrasing etc. (Bi-lingual advantageous) 
• Hardworking team player who is self-motivated and driven 
• Professional and responsible approach to work 
• Must be self-managed and able to complete projects with limited supervision 
• Integrity, energy and creativity 
• Creative and proactive thinker 
• Ability to work under pressure and meet deadlines 
• Ability to troubleshoot and solve problems 
• Meticulous attention to detail 
• Ability to multitask and the flexibility to work across more than one platform 
• Must be able to understand the creative process, think out-of-the-box and be comfortable contributing creative ideas 
• Must be confident, outgoing, and able to interact with customers both on social media and occasionally over other mediums, such as email and phone calls. 
• Reporting skills 

Additional Information

Perks of joining the Tribe? 

• Work in a high-growth company with tangible results you're accountable for. 
• Enjoy hybrid and in office work models for Durban based employees.  
• Competitive remuneration and benefits, including reduced Gap cover rates. Medical Aid and Group Risk scheme contributions. 
• Visionary leadership. 
• Seize the opportunity for study leave.   
• Access to on-demand learning at your fingertips. 
• Experience a friendly, collaborative culture with a team of all-round-lekker humans (it’s true, we surveyed our Employees, and they told us so). 
• If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our very own onsite Barista.