Brand Manager

• Drive positive and unique customer experiences through crafting social engagements on behalf of the brand partner, with the intent of raising brand awareness, fostering brand adoption, increasing customer satisfaction, and deepening brand loyalty.
• Serve as a leader on customer relationship management by representing the brand partner (and their respective products/services), in line with brand voice and tone, product knowledge, corporate guidelines, and training, while also developing a strong understanding and comprehension of trends, preferences, and pain points of current and potential customers.
• Provide memorable, unique responses at scale to cultivate impactful brand relationships with customers via social media channels and other designated digital touchpoints.
• Provide community management and engagement services in both English and Brazilian Portuguese, ensuring culturally relevant, localized responses that match the brand’s voice and tone.
• Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of the client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and escalation procedures, during designated support business hours.
• Craft responses in both Brazilian Portuguese and English, ensuring cultural and linguistic accuracy across all social engagements.
• Maintain a consistently high standard of brand responses as well as productivity in the day-to-day of the role.
• Proactively research, locate, surface, and potentially engage in timely and brand-appropriate shareable user-generated content (UGC) to recommend for repost across client-owned social channels.
• Support and expand proactive social listening to: Identify opportunities to create more personalized, near real-time customer-influenced engagement replies and content.
• Pinpoint emerging customer trends in real-time to elevate as wider call-to-action / user-generated brand engagement opportunities.
• Locate and support “newsjacking” opportunities; i.e. flagging potentially relevant trending hashtags, social, and/or cultural moments for engagement and/or content creation inspiration.
• Track consumer response to GTM roll-outs and competitive insights as requested.
• Proactively recommend new content or effective brand engagement solutions, based on observations, trends, and information gathered from results of digital engagements and additional community insights.
• Ensure escalations are processed correctly and in a timely manner using the appropriate and necessary tools and processes.
• Provide accurate and relevant feedback on internal processes and tools to internal departments (including team leads, social media analysts, and account management) and/or clients to identify information that can be used to optimize current processes, such as the development of knowledge base (KB) resources for the team.

Brand Manager · Brazil Jobs