Social Media & Engagement Specialist

Social Media & Engagement Specialist

(Covers: Publishing & Insights, Community Management, Social Listening, Social Commerce & Live Shopping)

Role Summary

At SAN, this role operates social media end-to-end: publishing and scheduling, community management, social listening, insight generation, and coordination of social commerce/live shopping initiatives with e-commerce. You must be platform-native, execution-focused, and comfortable using tools like Sprout Social and automation/bot workflows to improve speed and consistency without harming customer experience.

Key Responsibilities

1) Social Publishing & Insights

• Build and execute weekly/monthly publishing calendars per brand with content/campaign teams.
• Adapt captions, hashtags, and tone of voice to brand guidelines.
• Schedule and publish using Sprout Social (preferred) or equivalent; ensure on-time delivery.
• Monitor performance daily and translate insights into weekly action plans.
• Produce weekly snapshots and monthly deep-dive reports (growth, reach, engagement, top content, learnings).

2) Community Management & Engagement

• Manage comments and DMs with high responsiveness and professionalism using an approved response playbook.
• Escalate issues to CX/e-commerce based on defined SLAs.
• Drive engagement via interactive formats (polls, Q&A, UGC activation) and convert interest into intent.

3) Social Listening

• Track mentions, keywords, and competitor conversations; flag risks early.
• Summarize “Voice of Customer” weekly (top questions, objections, requests) and recommend actions.

4) Social Commerce & Live Shopping

• Coordinate social commerce initiatives with e-commerce (links, catalogs, platform-native commerce features).
• Prepare and run live shopping operations: product selection, run-of-show, comment management, and coordination with production.
• Track outcomes (traffic, add-to-cart, sales) and analyze drivers.

5) Automation & Bots

• Set up auto-replies, welcome flows, FAQs, and smart DM routing.
• Use appropriate automation tools (ManyChat / Meta automations / WhatsApp Business) aligned with CX policies.
• Ensure smooth handoff to human support when needed.

Requirements

• 2+ years operating professional social media for brands (retail/e-commerce preferred).
• Strong knowledge of Instagram, TikTok, Snapchat, X, YouTube (and LinkedIn if needed).
• Proficiency in social management tools; Sprout Social preferred .
• Strong Arabic writing; good English is a plus for reporting and coordination.
• High discipline, organization, and ability to operate under campaign pressure.

Suggested KPIs

• Response time & SLA adherence
• Engagement rate and quality
• Community growth quality
• Sentiment and resolution effectiveness
• Social commerce and live shopping contribution
• Insights-to-actions conversion rate