Social Media Assistant
Join our team as a Social Media Assistant and be the voice that brings SMASH! Sydney Manga and Anime Show’s social channels to life. This role is all about delivering outstanding customer service while sprinkling a bit of fun and excitement into our fans’ day.
You’ll be the first point of contact for our online community, responding to fan queries with care, resolving issues efficiently, and ensuring trending topics are handled seamlessly with stakeholders. Beyond the inbox, you’ll help craft engaging in-feed and story content that’s always on-brand, uplifting, and bursting with SMASH!’s signature flair. You’ll also play a key role in content creation, execution, and consumer Marketing activities, making every day as dynamic as smashing through during our annual event.
The ideal candidate will have sound knowledge of current trends across all social media platforms, and manage our platforms including Facebook, Instagram, Twitter, and YouTube.
The Social Media Assistant will be required to, but not limited to:
- Proven experience delivering quality customer service via social media platforms
- Strong background in handling customer complaints, ideally in a service-driven industry
- Ability to craft compelling and engaging copy tailored to diverse audiences
- Experience creating and editing content for Facebook, Instagram, and TikTok
- Proficiency in taking photos, filming video content, and managing content publishing
- Knowledge of current social media trends and platform-specific best practices
- Exceptional team-player attitude, with a willingness to assist others to achieve business goals
- Thrive in fast-paced, dynamic environments with competing priorities
- Ability to manage trending matters and escalate issues swiftly when needed
- Work together with other Social Media team members to complete the tasks assigned and report to Campaign Manager to ensure all tasks are completed
- Collaborate and coordinate with the other departments including, Attendee Experience, Programming, Guest, Sales & Partnership and Creative teams to finalise the details and assets for relevant marketing and social media campaigns
On-The-Day (OTD) responsibilities; but not limited to:
- Executing excellent customer service at the Marketing HQ desk
- Capturing engaging story content throughout the weekend of SMASH!
- Overseeing the execution of OTD Marketing activities in rotation with the wider teams
- Assisting with PA announcements throughout the SMASH! weekend
- Implementing key/last-minute announcements for our social media platform and guidebook app i.e. push notifications, FAQs, etc.
- Collaborating with Sales & Partnership to capture social media content for paid vendors (marketing package)
- Promoting all areas and activities at the SMASH! event.
To be successful for the role we're looking for the following skills!
Essential Skills & Knowledge, Experiences, Qualifications
- Contactable on a regular basis online and over the phone.
- Strong communication skills in English.
- Attend meetings, workshops and activities as required.
- Available for convention day(s) in Sydney, Australia
- Strong time-management skills
- Strong teamwork skills
- Strong attention to detail
- Strong creativity
- Copy-writing skills
- Strong communication skills
- Strong customer-service skills
- Familiarity with anime, manga, and cosplay culture, including current and upcoming trends
- Knowledge or experience in marketing campaigns and implementation
- Knowledge of social media and social media trends
Desirable Skills & Knowledge, Experiences, Qualifications
- Previous volunteer or customer service experience
- Tertiary qualification in social media or public relations
- Demonstrated ability to ideate and execute creative campaigns or content