Job Purpose This is a great opportunity for someone to make a mark managing a lively, highly engaged community and taking the social potential of an exciting and fast-growing company to the next level. A very important role within the heart of the marketing team, it has a broad scope: publicly, the Social Marketing Manager represents the voice of FutureLearn on our social media channels, from fielding customer service questions to creating and publishing content that will bring in new learners and inspire our existing audience. Within the company, the role supports the Marketing Team with social media insight and analysis, helping to define and drive the social media marketing strategy. For a dynamic and focused person with a balance of creativity, direction and the strong organisational and analytic skills required for a complex social marketing role, this represents a chance to make a significant commercial difference for a company for which social is crucial to its vision. Key Responsibilities Content Marketing Assist the Marketing Manager with the development of content marketing campaigns. Author high quality social content that will drive enrolments on FutureLearn courses, and motivate existing learners. Select and reversion the best content from our courses to showcase their potential to appropriate audiences. Curate and share relevant social activity from other sources, including our Partners. Create and manage promotions and social media ad campaigns. Customer Service / Community Management Monitor and manage FutureLearn-owned social media spaces for comments and posts, responding in a quick, professional, helpful and authoritative way. Develop a community management framework for responding to queries and feedback, including an escalation process for high priority items. Support specific courses and build specific communities around them. Raise awareness of new course announcements within target communities. Identify and build relationships with relevant social media influencers, particularly within target communities. Provide support during unscheduled peaks of activity, such as crisis monitoring, including out of hours where necessary. Ensure that FutureLearn's messaging is scheduled to appear out of hours. Act as an advocate for FutureLearn on social media spaces, engaging in dialogue and answering questions where appropriate. Strategy/support Inform guidelines and protocols for our activity: tone of voice, stock responses and use of automation where appropriate, time of day, level of interaction, degree of activity, mixture of messaging. Work with our Social Lead to identify how we best interact with and support partners. Evaluate and document how we should be responding to bloggers and blog posts. Develop and maintain community training resources, guidelines, and policies. Capture and curate learner feedback for internal reference and regularly report back to the business. Monitor standing of FutureLearn on MOOC aggregators and feed into strategy for encouraging learners to leave reviews. Insight and Analytics Identify key metrics and objectives and evaluate the software to measure them (e.g. reach, engagement) Set goals and benchmarks for specific campaigns and report on their effectiveness. Undertake research to gain deeper insight into online conversations around FutureLearn and the relevant sectors, both in the UK and globally. Keep up to do date with industry developments in order to maintain social media best practice in conjunction with our Social Lead. Identify trends / topical events and feed them back to the Marketing Team. Identify threats and opportunities in conversation surrounding the business, and feed back to the Marketing Team. Analyse campaigns and translate anecdotal or qualitative data into recommendations and plans for revising social media activity.