Community Management Consultant, Beirut, Lebanon, 11.5 months

Contract

This is a Consultancy contract. More about Consultancy contracts.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, action..

UNICEF Lebanon’s digital media have notable increased its engagement with the digital community and is increasingly receiving thousands of messages and comments on a weekly basis. UNICEF is committed to read and manage every question or suggestion received by the people who are interacting through the corporate digital platforms.

To effectively manage this dialogue with its digital community, UNICEF Lebanon is seeking a community management consultant to:

Monitor UNICEF Lebanon social media accounts and respond to questions and concerns under the supervision of the Communication Officer (Digital) and in coordination with programme sections;

Ensure UNICEF Lebanon’s social media accounts daily moderation, which involves monitoring and responding to comments, questions, and content on social media sites in a timely manner, as well as escalating where appropriate;

Provide analysis of sentiment amongst the digital community.

How can you make a difference?

• Monitor daily and in a timely manner all comments and messages received on UNICEF Lebanon social media platforms, including FB, Instagram, twitter, LinkedIn and YouTube.
• Respond effectively to the comments and messages received, according to UNICEF’s FAQs guidance.
• Drafting engaging and insightful responses that strengthen the brand positioning, advocates for the rights of the child, helps provide audience with information, and helps build trust.
• Flag any reputation risk identified among the messages received on timelines or private messages and that needs to be addressed.
• Assist with creating effective strategies to deal with online criticism and minimize the reputational damage/risk.
• Look for comments from influential profiles which could reach wider audiences.
• Coordinate with relevant staff (e.g. programmes, communication, supply, operations, etc.) to review drafted response, request additional information and refer individual cases to relevant partners
• Provide weekly insights on the comments, messages and feedback received on UNICEF social media channels; and daily when launching a social media campaign.
• Produce monthly reports on moderation statistics, issues, outcomes, and effectiveness of moderation, including relevant number of comments received, sentiment and response rate;
• Gather and archive all the formulated responses for the different type of questions/comments received on UNICEF Lebanon main social media platforms.

To qualify as an advocate for every child you will have…

• A bachelor's degree in Communication, digital communication or related discipline.
• A minimum of 3 years of relevant professional experience in customer service, communication or media.
• Developing country work experience and/or familiarity with emergency is considered an asset.
• High command in English and Arabic
• Excellent communication skills, both written and oral

For every Child, you demonstrate…

UNICEF's values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks.

Remarks:

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

Candidates are requested to quote their professional fees on a daily rate as this assignment requires the consultant to work 82 days per within3 months.

UNICEF will apply the “best value for money” principle, i.e. achieving the desired outcome at the lowest possible fee when assessing the fees quoted by the applicants.