Social Media Moderator (Fixed Term)

Social Media Moderator (Fixed Term)

Job Description

Contract Type: Fixed Term (Maternity leave).

You’re not the person who will settle for just any role.

Neither are we.

Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference.

Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands.

In this role, you’ll help us deliver better care for billions of people around the world.

It starts with YOU. 

 The purpose of the role is to monitor and moderate social media comments on leading KC brand accounts to ensure the brand experience is delivered when consumers contact Kimberly-Clark through social media.

The Social Media Moderator role is the liaison between the Kimberly-Clark business (IFP) and the consumer.

KEY ACCOUNTABILITIES


* Responsible for monitoring and responding to comments, direct messages or mentions from Social Media Accounts within IFP Consumer, in a structured and timely manner​


* Ensure all responses adhere to brand tone of voice​


* Adhere to SLAs where applicable, flagging and escalating any issues to appropriate stakeholders in a timely manner​


* Work within either native platforms, or via Social Media Moderation tools such as Sprinklr


* Liaising with product specialists regarding consumer product queries


* Escalate potentially brand damaging comments to the product specialists and key stakeholders, liaising as required to bring the case to a close approved by the brand


* Using and tailoring pre-existing content from the asset library to respond to consumers


* Assist on the update of the asset library, liaising with corporate communications and brand leads where relevant


* Create and monitor social media reports to track consumer activity relating to the brands, quantifying complaints and comments received, to provide insights to the brand and research teams


* Create listening reports instigated by current and upcoming media events and following requests from key stakeholders to follow the conversations relating to our brands


* Update key stakeholders, marketing and research teams with insights from listening reports

About Us

Huggies®.

Kleenex®.

Cottonelle®.

Scott®.

Kotex®.

Poise®.

Depend®.

Kimberly-Clark Professional®.

You already know our legendary brands—and so does the rest of the world.

In fact, millions of people use Kimberly-Clark products every day.

We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact.

We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity.

It’s all here for you at Kimberly-Clark.

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