The social customer care lead

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A great influencer marketing strategist will sift through the many influencers that might fit your brand to identify the few that will drive tangible ROI. They then work with those individuals to develop content that meets the needs of your audience and theirs.

Building relationships with influencers on behalf netherlands b2b leads of a brand is inherently a high-touch process. When you consider that, alongside ongoing tasks like performance reporting and budget optimization, investing in a full-time professional for this role becomes a no-brainer.

Your social customer care lead serves as a conduit between your social media and customer service teams—an essential hire for businesses that experience a high volume of social customer service requests.

This individual is responsible for documenting social customer care processes, creating escalation management strategies and managing integrations between your social media and case management tools. They also provide much-needed support for customer service agents as they learn how to offer more brand-centric support across several social media channels.

Today, only 8% of social marketers believe themselves to be leaders in social customer care. Businesses that make this critical hire will secure a competitive advantage in their customer experience.

3 signs it’s time to expand your social media department
Hiring is a big decision, and recruiting is often a long and expensive process that takes time from multiple parties. That said, the costs of waiting can outweigh the costs of taking the leap. If you’re debating whether it’s time to post that job description, here are some key signs to look for:

1. Growth is stalling
Your output is consistent and you’re maintaining content quality, yet you’ve stopped seeing growth toward your goal metrics. Growth lulls can stem from a lot of root causes, but if your team is stuck in one you can’t shake, bandwidth may be to blame.