About Ogilvy
Ogilvy was founded in 1948 by David Ogilvy. David created a culture that deeply respects and cares about its people and clients. Our mission is to inspire people and brands to make an impact and we are committed to attracting, growing, and retaining the best talent in the industry.
About the Role
The partner professional provides community management services to meet marketing and social commerce objectives for channels driven by online content and communities, including but not limited to like social media platforms like Facebook, Twitter, Instagram, YouTube, as well as other conversation driven channels like Chatbots, Email, Live/Web Chats, Forums, and the like. It requires online community management, handling of social commerce transactions, management of social promos and other engagement activities, and the analysis of data, both qualitative and quantitative.
What You’ll Do
Responsibilities
• Create, execute, and update social media content plans, and other applicable requirements designed to meet marketing and campaign objectives, in collaboration with teammates. This will involve development of both planned and ad-hoc content, as well as publishing approved materials on social media.
• Content development includes content research, content ideation, copywriting, and artwork development which includes customized static images as well as rich media (e.g. GIFs, 360 Photos, cinemagraphs, etc.)
o If graphic design skills are lacking, willingness to develop graphic design skills via rigid training and self-study must be present.
• Publishing or scheduling of planned and ad-hoc social media content
• Monitor and report performance of published online content and community interactions, including but not limited to adherence to specific turnaround time, accurate and thorough case handling, quality of humanized responses, and proactive escalation/follow up of issues.
o Develop consumer friendly conversations spiels based on anticipated and actual consumer feedback.
o Adhere to specific turnaround time for response management and escalation of issues, as agreed upon with the brand.
o Manage online customer databases created in the course of response management, including but not limited to gathering, collating, updating, and tagging customer information based on set parameters
o Reach the monthly quota on number of customer interactions, as agreed upon with the brand
o Schedule and publish approved content calendars and other digital assets needed to meet marketing and social commerce objectives.
• Function as chatbot live chat counterpart, website chat, and/or email support during assigned shift hours.
• Proactively initiate and sustain outbound sales or lead generation driving conversations.
• Assist in monitoring online issues/crises across owned and earned media sources
• Create regular and ad-hoc reports, and page audits related to trendspotting, response management, issue/crisis management, social commerce, and community performance.
• Spot opportunities for trendjacking, influencer conversations, and interjections that clients can maximize for engagement.
• Chatbot development and monthly maintenance support via a white label platform (no programming skills needed).
• Maintain a constant awareness of general online trends and conversations related to their overall scope of work, to better deal with opportunities and issues as they’re encountered.
• Be available for contact during regular shift hours via online and mobile.
• Log on his/her weekly accomplishments via the Company’s Activity Log System.
Ad Hoc Responsibilities
• May be asked to work on other assigned tasks during weekends and holidays or whenever needed.
• More thorough performance monitoring and reporting in times of crises or issues.
• Must be able to report to the office for important meetings, briefings, performance reviews, and the like, should COVID-19 guidelines allow
• Participation in shoots for social content to ensure shot list is executed correctly
• May be deployed as backup support for local team members who are part of social hubs embedded in client’s office, should COVID-19 guidelines allow.
o This secondment setup may require reporting to the Client office, where the schedule and work hours will be agreed upon with the Client.
• Remote support for or physical presence at events that require live content compilation, production, publication and response management, should COVID-19 guidelines allow.
o Live event coverages done on weekend and holidays, as well as those done outside office hours may be offset within an approved timeframe.
How We’ll Support You
Ogilvy celebrates its people. Fully. Enthusiastically. Unhesitatingly. We’ll empower you with the tools you’ll need to succeed. We’ll give you the autonomy to seek out new paths and better ways of doing things. We’ll support you with colleagues who are experts in their disciplines, drawn from across the Ogilvy network. And we’ll provide opportunities for you to do work of which you’ll be proud, with people you’ll be proud to call your teammates.
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