Cape Town: Member Communications, Social Media & Experience Manager posted by Ad Talent Africa

About the Role

Ad Talent Africa is seeking a seasoned Member Communications, Social Media & Experience Manager to join our team in Cape Town. As a key member of our communications team, you will be responsible for developing and implementing end-to-end member communication strategies, managing crisis communications, and leading internal communications efforts. You will also guide our social media service team in responding to member queries and ensuring consistency across all touchpoints.

Key Responsibilities

• Develop and implement end-to-end member communication strategiesboth proactive (e.g. price changes, legal notices, general updates) and reactive (e.g. service disruptions, policy changes)
• Manage segmented communications to ensure relevant, timely, and compliant messaging across multiple platforms
• Monitor and update a communications calendar that aligns with business priorities and operational capacity
• Lead the coordination and execution of communication during business disruptions or emergencies, ensuring speed, clarity, and alignment across all touchpoints
• Partner with key stakeholders to manage sensitive or high-profile escalations, including those raised through consumer bodies
• Support the Head of Customer Experience in developing and implementing service recovery messaging and response protocols
• Liaise with internal teams to align on communication content, timing, and process, ensuring readiness and understanding across departments
• Draft and distribute internal updates, training guides, and talking points for front-line staff and call centre teams
• Ensure that policies and processes are documented, communicated, and supported with training where needed
• Guide the social media service team in responding to member queries, escalations, and service-related posts with consistency and professionalism
• Ensure social content aligns with broader communication plans and reflects the tone, values, and messaging of the brand
• Track and report on member sentiment, social trends, and engagement insights to support continuous improvement

Requirements

• 57 years experience in customer communication, service operations, or member engagement roles
• Proven experience managing crisis communications and sensitive messaging at scale
• Demonstrated leadership in internal communications and stakeholder alignment
• Experience with digital platforms (SMS, app notifications, email marketing tools) and social media service management
• Track record of managing service teams or leading cross-functional projects
• Social Media management experience

Qualifications

• Formal education/certifications not specified