Hours: 40 hours per week (6 Month FTC) Operational hours: Monday to Friday 8am – 4.30pm Main Purpose of Role Starting January 2026, this role expands our social media coverage across Benelux with a particular focus on community management for the Netherlands. As a Senior Social Media Specialist, you will be the primary contact within the Danone Careline for all customer interactions through social channels in Dutch, French and English. You will help drive our mission to bring innovative experiences, data‑driven thinking and digital capabilities into a constantly changing ecosystem while respecting local nuances across Benelux. In this new position, you will handle both proactive and reactive conversations for specific brands, providing best‑in‑class service to the client. Your responsibilities include publishing, monitoring and moderating social engagement, responding to and handling complaints received on various social and digital channels in line with our brand tone of voice, and ensuring that we meet strict service level agreements (4‑hour weekday SLA) and maintain a consistent tone. Using Sprout Social and other management tools, you will schedule and publish posts, tag and categorise interactions, monitor performance and sentiment, and leverage social listening to identify trends, sentiment drivers and potential issues. You will build, analyse and report on operational KPIs and consumer insights, collaborating closely with the careline team to merge customer service insights with social sentiment. Cross‑training on careline macros and VOICE guidelines, you will help unify workflows and ensure seamless hand‑offs between social and careline through a shared knowledge base and CRM. In partnership with quality controllers, trainers and Danone stakeholders, you will ensure knowledge‑base articles and training materials reflect the latest social media trends, algorithms and customer service practices. You will also support the preparation and delivery of training workshops and assist with monitoring consumer interactions to maintain high standards. Skills Required • Extensive social media and community‑management experience. You have at least five years’ experience managing online communities for consumer brands and can demonstrate a track record of improving engagement, sentiment and response times. • Native‑level Dutch with strong French and English. This role covers the Benelux market but will primarily manage Dutch community interactions. Fluency in Dutch is essential, with working proficiency in French and English to support cross‑country harmonisation and occasional tri‑lingual moderation. • Proficiency in Sprout Social and social listening tools. You know how to utilise Sprout Social (or similar platforms) to schedule content, tag and prioritise interactions, perform social listening and generate reports. You are comfortable adapting to new tools and automation features to streamline workflows. • Deep understanding of social media algorithms, platforms and best practices. You stay current on the latest changes to algorithms, community guidelines and platform features across Facebook, Instagram, X/Twitter and emerging channels, and can apply this knowledge to optimise reach and engagement. • Strong analytical and reporting skills. You are adept at turning social data into actionable insights, building reports that highlight key trends, sentiment drivers and performance against KPIs, and presenting findings to stakeholders. • Outstanding written and verbal communication. You can communicate clearly, empathetically and professionally across multiple languages, tailoring tone and messaging to reflect each brand’s voice while remaining consistent with corporate guidelines. • Collaborative and proactive approach. You enjoy working with brand managers, marketing teams and careline colleagues to harmonise processes, share best practices and support training and onboarding. • Comfortable with flexible shifts and high‑volume environments. You are self‑motivated, adaptable and able to manage a demanding workload while maintaining high quality and compliance standards. • Passion for innovation and continuous improvement. You’re eager to experiment with new technologies, automation and reporting frameworks and to contribute ideas that enhance the consumer experience. • Positive attitude. You believe that work should be enjoyable and that a fun, supportive team environment is essential to achieving great results. Who are Konecta UK? We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Learn more here: https://www.konecta-group.com/who-we-are Why work for us? ● Konecta UK working culture of fun and sociable team environment ● Pension Scheme ● Eye test vouchers and discounts ● Discounted corporate gym membership with Nuffield ● Involvement with local charities and fundraising days ● Recommend a friend scheme paid reward of £500 ● Perkbox Recognition Scheme ● Cycle to work scheme Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Danone contract, whose opening hours are 8am – 4.30pm Monday to Friday your Konecta contracted hours will be 8am - 10pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training. Achievement results and opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Careline Advisors are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, Customer satisfaction, data capture accuracy and call quality targets. These will be communicated by the Team Leader (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.