Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Social Media Support Specialist
1. Social Media Management
KRA: Managing social media platforms, engaging with users, and enhancing brand presence.
Short Description: Enhancing brand visibility on social media.
- Number of daily social media posts
- Engagement rate on social media
- Increase in social media followers
- Social media reach and impressions
2. Customer Support
KRA: Providing timely and effective responses to customer queries and concerns on social media.
Short Description: Ensuring customer satisfaction through social media interactions.
- Average response time to customer inquiries
- Customer satisfaction ratings on social media
- Resolution rate of customer issues
- Number of positive customer testimonials received
3. Content Creation
KRA: Developing engaging and relevant content for social media platforms.
Short Description: Creating compelling content to attract the target audience.
- Content engagement rate (likes, shares, comments)
- Quality of visual content produced
- Consistency in posting schedule
- Content virality and trend analysis
4. Social Media Analytics
KRA: Analyzing social media data to identify trends, insights, and areas for improvement.
Short Description: Utilizing data to optimize social media strategies.
- Conversion rate from social media traffic
- Click-through rate (CTR) on social media posts
- Identifying peak engagement times
- Tracking social media campaign performance
5. Crisis Management
KRA: Addressing and resolving social media crises and negative feedback promptly.
Short Description: Mitigating brand reputation risks on social media.
- Response time during crisis situations
- Resolution rate of negative feedback
- Monitoring sentiment analysis on social media
- Effectiveness of crisis communication strategies
6. Influencer Partnership
KRA: Collaborating with influencers to amplify brand reach and engagement on social media.
Short Description: Leveraging influencers for brand promotion.
- Number of influencer partnerships established
- Influencer engagement metrics (likes, comments)
- Impact of influencer collaborations on brand awareness
- ROI from influencer marketing campaigns
KRA: Building and nurturing online communities around the brand on social media.
Short Description: Fostering a sense of community among followers.
- Growth rate of community members
- Engagement levels within the community
- User-generated content contribution rate
- Retention rate of community members
8. Trend Monitoring
KRA: Monitoring industry trends and competitor activities on social media.
Short Description: Staying updated on market dynamics for strategic advantage.
- Identification of emerging trends in the industry
- Competitor benchmarking on social media
- Adoption of trending topics in content strategy
- Utilization of competitor insights for improvement
9. Ad Campaign Management
KRA: Planning, executing, and optimizing paid advertising campaigns on social media.
Short Description: Enhancing brand visibility through paid promotions.
- ROI from social media ad campaigns
- Click-through rate (CTR) of ads
- Ad conversion rate
- Ad performance against set KPIs
10. Reporting and Insights
KRA: Generating reports, analyzing data, and providing actionable insights for social media strategy improvement.
Short Description: Data-driven decision-making for social media optimization.
- Accuracy and timeliness of social media reports
- Insights leading to strategy enhancements
- Implementation of data-driven recommendations
- Improvement in social media metrics based on insights
