Social Media Specialist owns the store social presence end-to-end. You plan and ship on-brand content, run responsive social customer support, and turn social signals into insights the Digital Marketing team can act on. You are the voice of the brand in the feed and the first responder in the comments, making sure every post lands well and every customer who reaches out is looked after.

 

Key Responsibilities

• Create social content and run content planning across IG, TikTok, and FB, owning the calendar and feed layout, so the brand shows up consistently and on schedule.
• Coordinate with the agency, creative team, and merchandising team so content lines up with promos and product placement, keeping the message and the shelf in sync.
• Brief, review, and QC creative assets, keeping everything on-brand and on time, so quality never slips as volume grows.
• Run social customer support by replying to inbound DMs and handling complaints in the comments within SLA, so no customer is left waiting.
• Lead the intern team to update inbound DM chats and monitor comments every day, building a reliable daily rhythm of coverage.
• Create the reply-scenario playbook for social, so responses are fast, consistent, and on-tone across the whole team.
• Build the complaint flow from intake, to handling, to escalation to CS or Operations, through to closure, so every issue has a clear path to resolution.
• Build the flow for partnership and collab requests and route them to Marketing or Commercial, so opportunities are captured instead of lost in the inbox.
• Build and maintain the social customer-support tracker for DMs, comments, and complaints, so nothing slips through the cracks.
• Track social reports on reach, engagement, growth, and sentiment, and share insight with the Digital Marketing team, turning daily activity into decisions.

Requirements

• Bachelor's degree, any major (Communications / Marketing / Digital preferred).
• 2 to 4 years in social media, content, or community management.
• Hands-on with IG, TikTok, FB, and X, covering content creation, scheduling, and native analytics.
• Experience managing an agency or creative pipeline, from briefing to review to delivery.
• Experience in social customer support (DMs, comments, complaints) and writing reply scenarios or SOPs.
• Strong copywriting in Bahasa Indonesia, both casual and brand voice.
• Comfortable building trackers and reports in Excel or Google Sheets.
• Able to lead and coordinate an intern team.

Tools to be mastered

• Native platform tools: IG, TikTok, FB, and X creator and business suites for posting, scheduling, and analytics.
• Social scheduling and management tools (e.g., Meta Business Suite, Later, Buffer, or Hootsuite): to plan and ship the calendar.
• Design and video tools (e.g., Canva, CapCut, Figma): for fast, on-brand content and edits.
• Customer-support and inbox tools (e.g., Meta Business Suite inbox, or any social CRM): to manage DMs and comments at scale.
• Excel or Google Sheets: for content calendars, support trackers, and reporting.
• Collaboration and project tools (e.g., Notion, Trello, Asana, Slack, WhatsApp Business): to run briefs, flows, and the intern team.

Daftar Sekarang