ROLE PROFILE & PERSON SPECIFICATION JOB TITLE SOCIAL MEDIA MANAGER

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1 Page 1 of 5 ROLE PROFILE & PERSON SPECIFICATION JOB TITLE SOCIAL MEDIA MANAGER 1. RESPONSIBLE TO: Senior Marketing Manager (tbc) 2. RESPONSIBLE FOR : Deploy all B2C / B2B social media marketing (building brand awareness, generating increased inbound traffic, cultivate prospects / sales and aid retention, managing existing / new brand outposts) and ongoing enhancement of social media presence Responding directly to customer queries / liaising with the Customer and Online Services & Ops teams to ensure all social complaints are handled within a professional and timely manner Own the planning, project management, deployment and analysis of all social media marketing activity Drive content creation, deployment and monitoring to continually test, learn, refine Develop, maintain and grow existing / new social media brand outposts Co-develop the social media strategy and review / update on an ongoing basis Input into future marketing communications planning sessions Upskill / train additional members of the business to enhance / grow reach Work collaboratively with a number of internal stakeholders to help drive social media marketing activity, enhancing internal comms processes. procedures to help drive social media activity To identify, recommend and attend leisure industry / marketing / social enterprise exhibitions and events. 3. ROLE OVERVIEW: Plan, create content for and deploy social media marketing to help build brand awareness, increased inbound traffic, cultivate prospects / sales and aid retention for our B2C brand, Better, and B2B brand, GLL helping us become best in class. This will also include responding directly to customer queries / liaising with the Customer and Online Services & Ops teams to ensure all complaints received via social channels are handled promptly and professionally. 4. SPECIFICALLY 4.1 Social media management Manage B2C / B2B social media marketing campaigns and day-to-day activities including: Curate relevant content to reach B2C / B2B target audience groups Create, curate, manage and monitor all published content securing necessary internal approvals (including images, video and written assets) to grow B2C / B2B presence across multiple social media brand outposts Write and implement internal comms process to capture content (200+ facilities) Monitor, listen and respond to users in an on-brand manner, whilst cultivating leads / aiding retention Oversee elements of design (i.e.: Facebook Timeline cover, profile pictures, thumbnails, ads, working with the digital team on landing page designs, Twitter profile, blog, etc.). Design, create and manage social media marketing promotions and campaigns Enforce the brand guidelines and tone of voice across all projects / interactions.

2 Page 2 of Advocacy Become an advocate for Better / GLL, engaging in dialogue and answering questions where appropriate. Implement a proactive process for capturing customer online reviews. Monitor online ratings and respond accordingly (liaising with other internal teams / departments as required, e.g. Customer and Online Services, Operations, Marketing, Sales, etc.) Develop and expand community and blogger outreach efforts Liaise / support dedicated B2E, Spa and Foundation resource. 4.3 Customer relations / moderation Review user generated comments / posts in a quick and timely manner; responding to comments (when appropriate) to foster a positive community and add value to the customer / prospects experience. Escalate user generated content, where appropriate, to internal and client stakeholders. Respond directly to customer queries / liaising with the Customer and Online Services & Ops teams to ensure all complaints received via social channels are handled within a professional and timely manner. 4.4 Events Attend events (as required), to maximise content gathering / social media campaign / community growth opportunities. 4.5 Managing budgets: Own, understand and best utilise budgets available, ensuring the relevant processes and procedures are robustly followed. To lead the annual budget build process for relevant areas of the marketing business Ensuring budget books are adhered to and corporate procedures are followed Raise PO numbers and issue to all suppliers prior to commencement of jobs. 4.6 Listening & reporting: Utilise social listening tools (e.g. Precise), to respond to issues / generate insights Summarise insights / conversations to create actionable reports that lead to optimisation Analyse campaigns and translate anecdotal or qualitative data into recommendations and plans for revising future social media campaign activity via test, learn, refine process Monitor competitors / out of industry leaders to aid the measurement / impact / future development of B2C & B2B social media activity Manage local keywords and terms via media monitoring service (currently Precise) Identify threats (and opportunities) in user generated content surrounding the business, reporting to senior management. 4.7 Other areas of responsibility Monitor trends in social media tools, applications, channels, design and strategy Assist in the development of future communication and marketing plans, supporting the Senior Marketing Team as required Build and develop relationships with key internal stakeholders via relevant comms / meetings / internal forums Ensure any media / filming permissions are gained and retained on relevant systems To ensure that appropriate legislation is followed in all activities To carry out all duties with due regard for Health and Safety requirements and regulations, the Society s customer care and Equal Opportunities policies.

3 Page 3 of 5 To enter data to and obtain output from electronic data processing equipment in conformity with agreed procedures. To support additional work streams as required and undertake any other duties commensurate with the post s levels of responsibility. To act in accordance with, and actively promote all GLL policies and standards and undertake any other duties commensurate with the post s level of responsibility. 4.8 Personal Development Keep abreast of social media marketing, leisure and health and fitness trends Review own development regularly, with input into development plan for discussion with Line Manager. 5. KEY WORKING RELATIONSHIPS Senior Marketing Manager, PR & Comms Manager, Web & Digital Manager and wider Marketing Communications Team Customer & Online Services Manager / Team Facility management teams 6. PERSON SPECIFICATION The aim of GLL is to recruit people not just for jobs but for long term careers. We want better people with the right GLL behaviours to support our business and who will grow with us and achieve more. For these reasons, we look for evidence of the following behaviours in all potential and existing staff looking for appointments or promotions: PASSIONATE Demonstrates self-belief Shows integrity Is committed to service excellence Cares about customers, colleagues and our social agenda ACTIVE Is continuously developing Is results driven Has a positive can-do attitude Demonstrates high energy INCLUSIVE A team player A great communicator Leads and inspires Is involved and committed The Job demands the following blend of knowledge, skills, experience and behaviour (all are essential, unless shown otherwise, and will be assessed by Application Form and / or Interview / Assessment): 7.1 SKILLS Excellent communicator, whether verbal, written, or via social A fast learner with the ability to multitask Strong social media marketing skillset Collaborative, working with internal teams / departments to achieve project goals

4 Page 4 of 5 The ability to deal with customers and their queries / concerns with tact, sensitivity and in an onbrand manner Ability to handle difficult situations in a professional and calm manner The ability to work as part of a team and provide solutions as required Design / video editing skills (preferable, but not essential) 7.2 KNOWLEDGE A relevant degree and/or working towards a professional marketing qualification In-depth knowledge of social media marketing (and wider through the line marketing environment) Extremely effective organiser / multitasker, able to juggle varying projects at the one time Sound understanding of financial control, budgeting and monitoring Customer motivated, with the ability to deal with internal customers and their queries and concerns with tact and sensitivity Ability to handle difficult situations in a professional and calm manner The ability to interpret requirements from various stakeholders (e.g. customers, facility managers, HQ teams,), turning their requests into actionable marketing campaigns / projects with definitive and trackable outputs 7.3 EXPERIENCE 4+ years social media marketing experience (either agency or client side), preferably in a busy, retail oriented marketing department, and knowledge / experience in the principles of traditional marketing for a UK / global brand Proficient in content marketing theory and application, with experience creating / sourcing and managing content development; subsequently publishing / analysing to optimise future activity As comfortable on the creative side of marketing, as the analytical side Displays in-depth knowledge and understanding of current social media platforms (Facebook, Twitter, Google+, YouTube, Yelp, Instagram, Vine, Pinterest, Snapchat, etc.) and how each platform can be deployed to reach different audience groups Displays ability to effectively communicate information and ideas in written and video format Team player with the confidence to take the lead and guide other employees when necessary. (i.e.: content development, creation / editing of content, online reputation management etc.). Maintains a working knowledge of principles of SEO Experience blogging (personal, or professional) Demonstrates excellent social customer service technique / attitude Budget management experience Management of supplier and other stakeholder relationships Basic UI / UX design knowledge Excellent communication skills 7.4 BEHAVIOUR Our core brand behaviours: Practised: You ve got the calm confidence which years of experience brings Professional: You re as equally at home in the arena, as you are working with different customer groups, stakeholders, national governing bodies, or our client Open: You re proud of the organisation, its aims and are open to new ideas, wherever they come from You will also be: A dynamic individual with a can do, results driven approach An appreciation of, and commitment to, the distinctive culture and philosophy of the organisation and wider leisure environment

5 Page 5 of OTHER Demonstrates trust, honesty, punctuality, flexibility, openness and able to work well within a team environment A dynamic individual with a can do, results driven approach, and attitude to achieve and accomplish results An appreciation of, and commitment to, the distinctive culture and philosophy of the organisation and the leisure environment Demonstrates trust, honesty, punctuality, flexibility, openness and able to work well within a team environment Upholds the ethos of the department, its core values and behaviours in the external environment. Able to work unsocial / outside of normal office hours, responding to social media queries / emergencies as required Society member (internal candidates only)

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