Social Media Support KRA/KPI

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

7. Community Building

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