A leading digital employee engagement solution connecting large organisations with their dispersed, frontline workforce to improve communication, increase engagement and drive business performance. They opened their doors in 2012 and listed as a top 10 African start up company by CNN. They are also a FNB Innovation Finalist and expanded their services to 4 continents.
Harnessing the power of technology platform, this client is constantly challenging the way organisations communicate and engage with their employees. Their digital solution is the perfect way for clients to reach every employee (regardless of job level, location or mobile device) – and they need you to help them make this process as seamless as possible!
Purpose of the role
The purpose of this job is to ensure the successful delivery of an employee engagement solution to mining clients. This mainly includes coordinating and facilitating all communication, content and engagement between the client and their employees, and all related project management activities.
Role & responsibilities
• Build steady relationships with multiple stakeholders in the client environment.
• Be a brand ambassador during client engagements.
• Facilitate the process around creating engaging content appropriate for each client employee app and recommend content campaigns and strategies to clients in order to achieve the desired objectives.
• Keep clients informed on the project status and manage expectations for the delivery of services.
• Support Line Manager (Accounts Director) by ensuring effective implementation of client platforms.
• Drive customer success by monitoring client employee apps and review feedback from users (employees).
• Respond to urgent crisis communications requirements from clients.
• Work alongside and coordinate the timelines of a multi-disciplinary team within the company.
• Work with various departments within the client organisation to understand timetables, platform capabilities and delivery requirements.
• Provide client status updates to the internal team.
• Provide cost estimates to clients on changes to scope and additional requirements.
• Compile weekly and monthly reports as required by the clients to monitor progress, uptake and engagement.
• Facilitate the process of creating a working employee app / CMS / reporting dashboard for clients.
• Ensure the right content is uploaded and optimised to provide a superb client experience in USSD / Mobi-site / Mobile App.
• Facilitate the application of the client’s CMS and Config processes.
• Attend to technical queries from client by reverting technical queries to the QA Manager.
• Develop a content calendar for each client that tracks all content that is communicated via the platform and make forward-planning content suggestions where possible.
• Compile assessments of platforms based on best practice standards.
• Conduct a content audit of the app and manage any corrective action.
Key Skills, Competencies and Requirements
• Ability to create content plans and schedules.
• A dynamic self-starter who can work independently, think outside the box, and has an eye for detail.
• A fast learner who adapts to change and believes in the power of technology and content to change lives.
• Excited by the challenge of working with a multi-disciplinary team of content specialists.
• Able to take raw content and information and make it work in a mobile context (a magician with content and imagery).
• Focused attention to detail and confidentiality. (Information/data shared with employees, if misrepresented, could have devastating consequences for an organisation.
• Excellent written and oral skills
• Effective team management capabilities
• Interpersonal relationships
• Computer literate (MS Office)
• Must have your own transport
Minimum Qualifications and Experience
• Diploma Degree in communications (tertiary education)
• At least 3 years’ work experience in a digital environment
• Experience presenting to senior management.
• PR / Communications and Account Management experience (Preferred)
• Experience in a mining context highly advantageous