Social Media Manager


About the job

In a nutshell

Reporting to the Head of Social Engagement your mission is to take cryptocurrency to the masses where they spend most of their time online: social media. You responsibly increase interest in, and understanding of, cryptocurrency and provide a space for connection and engagement with both prospects and customers. Social engagement is an important part of our overall marketing strategy because it enhances our trust and appeal in a locally relevant way. As part of a young USA marketing team, responsible for getting traction in a new market, you will help us create this trust and build affinity for Luno in the USA.

Your mission

  • Social channels are often the first destination for people who seek us out, whether they be customers or not. You are directly responsible for creating a visible, welcoming and trustworthy space for Americans who have questions or want to know more about us.
  • You will also provide accessible, useful content that helps people to trust us, for example, explaining who we are, what we do, how to find us and use our app, features, how to stay safe etc.
  • You will ensure timely responses to people's questions and comments in order to demonstrate that we are a real company, managed by helpful, reachable people. Your direct KPIs here are response rate/speed & sentiment of messages exchanged. You will also be responsible for championing localized response guidelines for community management in the US.
  • You will collaborate closely with the USA customer success team to drive customer satisfaction, and manage account-related customer issues appropriately.
  • Social channels are a key source of reach and engagement for the content and stories that build our brand. Your work is an integral part of our long-term objective, to get Americans to engage with Luno’s vision of a responsible and long-term approach to investing in crypto. To succeed, you are provided with content and playbooks that you can use as part of your content calendar and you are empowered with guidelines to help you activate your channels with brand-consistent messaging. Your key partners in this objective are the other members of the USA Marketing team. Your KPIs are the number of Engagements and Engagement rate.

The ideal Lunaut for this role will have:

  • A deep desire to get into the details of the American customer experience of our product, and help solve their needs and concerns.
  • Marketing and growth acumen and appetite to help build a new brand in a fast-paced environment, with a focus on impact.
  • The ability to see opportunities where other people see chaos
  • A collaborative work approach, while not hesitating to own, define, and deliver independently.
  • An interest in helping shape the positive and responsible development of the crypto industry for the mass market
  • At least 3 years of experience in social media management, and experience using social media engagement, reporting, and listening tools.
  • Excellent written communication skills, perfect spelling and grammar, and a keen eye that pays attention to detail.
  • Empathy and the ability to relate to others, skill in translating complex topics and technologies into easy-to-understand messages that are helpful to our audiences
  • Initiative, the ability to problem solve and think quickly on your feet
  • Outstanding time management, speed of execution and the ability to manage high volumes of engagement with efficiency

The estimated salary range for this role is $100,000 to $130,000

Apply now
Apply now

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