Responsibilities

• Active Engagement: Monitor direct messages, public comments and brand mentions daily across all primary social channels (TikTok, Instagram, LinkedIn, X, Facebook, YouTube etc.).
• Customer Support Liaison: Respond to incoming queries and comments in the established brand voice, working alongside customer support teams to resolve issues promptly and build trust.
• Reputation Safeguarding: Identify potential PR flags, negative sentiment spikes or high-priority customer complaints early and escalate them to senior team members.
• Brand Sentiment Tracking: Utilise social listening tools to track and categorise audience sentiment (positive, neutral, negative) surrounding brand campaigns, product launches and general service updates.
• Competitor Intelligence: Continuously track competitor activity, campaign launches, content themes and share of voice across key platforms.
• Real-Time Trend Scouting: Identify macro platform trends, viral topics and emerging conversation themes relevant to the brand & industry.
• Performance Dashboards: Compile weekly and monthly social performance reports detailing engagement rates, reach, net platform growth and top-performing content.
• Sentiment Metrics: Integrate qualitative and quantitative sentiment data into reporting highlighting recurring customer pain points and brand wins.
• Insight Delivery: Translate raw social metrics into key takeaways and recommendations for the broader content and strategy teams.

Requirements

• Exposure to social media management and scheduling platforms.
• Basic knowledge or eagerness to learn social listening and sentiment analysis tools.
• Strong written communication skills with good grammar, tone adaptivity and attention to detail.
• Ability to remain calm, professional and empathetic when dealing with public customer inquiries or complaints.
• Comfortable working with numbers and basic digital marketing metrics (engagement rate, reach, sentiment score, conversion).
• Empathy: Natural ability to understand customer frustration, resolve issues with care and represent the brand positively under public scrutiny.
• Passion: A strong understanding about digital culture with an instinct for noticing subtle shifts in brand perception and online conversations.
• Methodical & Data-Driven: Organised approach to daily tracking, maintaining accurate metrics logs and organising community interactions.
• Calm: Capable of prioritising tasks during high-volume periods or crisis situations without sacrificing tone or quality
• Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability.

Benefits

• Holiday trading
• Enhanced maternity and paternity package
• Free life assurance of 4 x salary on joining the pension scheme
• Vitality at Work
• Free On Site Parking
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses