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- 1. 1 My Santander Internship Experience Social Command Centre and Social Media Team Contributions made and skills I have used Targets I want to achieve and things I want to learn
- 2. 2 Who controls what we see on our social media everyday? The Social Media Team Jake Chris Leanne Helen Thibault Charlie Andy Drin Andy, heads-up the social media team and keeps everyone informed. Works across business and retail. The intern guy! Working across business and retail at the Santander headquarters in Triton. Jake is the analyst who is a genius at turning numbers into charts. Leanne is the community manager who works across both retail and business to create content. Chris works across retail, looking at strategy and campaigns. He was the project leader for the Command Centre. Helen works across retail and business, mainly focusing on Santander Cycles. She is the crisis management guru and manages the team in Belfast. Thibault works in business and is the website know-how. He does the edits for the Santander Corporate page. Charlie works in the corporate side of the business and is the Queen of LinkedIn. Strategist Analyst Community Manager Social Media Manager Digital Account Manager Social Media Manager Head of Social Media & Digital
- 3. 3 Some facts you probably didn’t know about Social Media YOUTUBE VIDEO CONSUMPTION 3.25b hours viewed per month More than half of Youtube views occur on mobile 1b views per day FACEBOOK VIDEO CONSUMPTION Uploads per person increased 75% 100m hours watched per day 8b views per day INSTAGRAM VIDEO CONSUMPTION 8m Uploads per day Photos remain more popular than video 800m Photo & Video Uploads per day 10b Minutes watched per day 6b views per day SNAPCHAT VIDEO CONSUMPTION 90% of views are on mobile 82% watch video on Twitter 70% of people use Twitter to watch videos TWITTER VIDEO CONSUMPTION 30% of internet users are now on Instagram
- 4. 4 The Social Command CentreThe heart of Santander Social Media lies in the Social Command Centre, which is controlled by the team There are three key roles of Social Media in Santander: 1. Protect the bank, its brand and reputation. 2. Grow the bank, its brand and reputation. 3. Deliver great customer service and deepen relationships with our customers.
- 5. 5 Targets I set myself and what I wanted to learn Gain knowledge in social marketing How the Santander Social Command Centre reaches out to customers How to network with the colleagues around me What role social media has in Santander
- 6. 6 Tasks done Searching thousands of images to find the right ones to go with posts on Santander’s social media channels. Keep an eye out for the A Levels results day good luck post! Writing the Terms and Conditions for prize draws. Analysing YouTubers and Bloggers who are promoting Santander Cycles at spin classes in Kensington Roof Gardens and Tower Bridge. Also, I looked into potential bloggers for the Student Railcard in Santander. Created posts for the Student Railcard. They will now be sent to Engine, who will create the art work that will be posted on Facebook.
- 7. 7 Check out the improved Santander Cycles app The updated Santander Cycles app is now available • Live docking station information, availability and an interactive map make it easier to find and hire Santander Cycles • Improved search with landmarks, underground and train stations • Save your favourite docking stations Get on a bike quicker with the official Santander Cycles app from Santander and TfL The official Santander Cycles app is the only app to send bike release codes straight to your smartphone. So you can skip past the docking station terminal and get on your bike quicker. Simply register with your bank card, and use the app to ‘Hire now’ from a nearby docking station. Follow the instructions to get your bike release code. Tap the code into the docking point and you’re good to go! You can also: • See up-to-the minute information about which docking stations have bikes and spaces available • Plan a journey with an easy to follow map • Receive notifications – for example, summarising the cost at the end of your hire • View your recent journeys and charges • Save your favourite docking stations Each bike release code is valid for 10 minutes at your chosen docking station. Please note the app doesn’t reserve bikes. If there are no bikes available at the docking station, don’t worry. Use the app to find a nearby docking station with bikes, and get another bike release code to use there. You won’t be charged until you use the release code. Unlock and go with the Santander Cycles app Work that I did
- 8. 8 Work that I did
- 9. 9 Skills I have learnt Teamwork Editing Analytical Writing I’ve learned that working in a team is easier when you communicate well. At first I had trouble doing everything correct first time, however with experience I became better at collaborating and getting feedback. I helped Leanne with small Photoshop edits on pictures. I also helped Chris add subtitles to YouTube videos. I assisted Jake in collating information and figures on social media as shown in the earlier slide. I also helped Helen to find out background information on bloggers. I helped Charlie write stories for videos to go on the SCCB. I worked alongside Helen to create a new page on the Santander Cycles website to tell people about improvements to the app.
- 10. 10 Networking Tom enjoys the Santander culture and bring treated like an adult. He got offered a job after his first rotation in his apprenticeship at Santander. Sam enjoys working alongside Jenson Button and Jessica Ennis-Hill. His career highlight so far is working on the Santander Cycles campaign. Tom likes the creative side of marketing and working with other people. His greatest career achievement so far is leading a new video format project in May 2016. Tom Jervis – Apprenticeship scheme Charlie Duff – Social Media Manager Tom Edwards – Creative Team Sam Inskip – Sponsorship Team Charlie enjoys working with others and adjusting to her environment. Her career highlight is being a magazine editor when she was at University.
- 11. 11 How I achieved my targets and what I learned I thought up 10 questions to ask members of different departments about their work life as a way of networking I found out that social media helps to build a community and involve customers of Santander, as well as act as a form of customer service I had meetings with the team regularly to be informed with things going on around the business and social media The social media team tailors what is posted on the handles to appeal to the customers. For example, student posts
- 12. 12 LinkedIn and what next? Email: drin1999@hotmail.co.uk Current position Professional picture Connections made during my internship Important information about me that will stand out 94% of recruiters look at a candidate’s LinkedIn profile when they are recruiting.
Hinweis der Redaktion
- I’m Drin, I’ve been working in the digital and social team that’s part of corporate affair and marketing based here in Triton. I will be speaking about three main topics today: The social command centre and the team I worked with Contributions and skills I have used during my internship And targets I have set myself and what I did in order to achieve them.
- -Jake (Analyst) turns numbers into charts. -Leane (Community Manager) Works in retail & business to create and publish content. -Chris (Strategist) Looks at strategy and campaigns. -Helen (Social Media Manager) Focus = Santander Cycles, customer service and crisis management. -Thibault (Digital Account Manager) Edits for Santander corporate website. -Charlie (Social Media Manager) Queen of LinkedIn. -Andy (Head of Social Media & Digital) heads-up social media team. -Drin (Intern guy) I’ve been doing a bit of everything.
- When I first joined I helped Jke our analyst research about social media videos. I think the most interesting facts are: That Facebook has over 100 million hours of video watched each day. On Snapchat there is over 6 billion views per day 3.25b hours are viewed per month on Youtube with 1b views each day. A massive 30% of internet users are on Instagram And that 70% of Twitter users use the app to watch videos.
- This is the Social Command Centre where the team works. The three key roles of Social Media at Santander are: Protect the bank, its brand and reputation. Grow the bank, its brand and reputation. Deliver great customer service and deepen relationships with our customer. There is a team of 20 in Belfast who deal with customer service who work 7 days a week dealing with over 2,000 queries a week.
- At the begining of my internship I set myself some goals that I wanted to achieve and learn. Networking was a big focus of mine during this internship as it would help me grow in confidence and would also mean that I would have contact with colleagues even when my internship finishes. I also wanted to find out the role in social media, how the Command Centre reaches its customers and I wanted to gain knowledge in social marketing.
- I used a website called ‘iStock’ which is similar to Google for images. I helped Leanne select images for posts that will be posted on Santander social media, such as the ‘good luck’ post you might see before results day in August. If you’ve had a look at the Santander social media handles, you will find that there are competitions and prize draws very often. One of my tasks was to write the Terms and Conditions for them. Another task I was set to do was to analyse YouTubers and Bloggers who were going to promote Santander Cycles at spin classes in Kensington Roof Gardens and Tower Bridge. Also, I looked into potential bloggers that would be promoting the Student Railcard by Santander. I have created mock posts that were checked by members of the team for validation. The validated posts will be forwarded to Engine who will then edit the post to include the Santander text box.
- I helped Helen come up with an idea for the Santander Cycles website where a new page will be introduced to inform users of the new application update. The writing explains to the user what is different and how the application has improved to benefit them. We used Lorem Ipsum which is simply dummy text make it look as though we have real text on the website so we could see what it would look like.
- This is the developed version of the website where real text has been used. The website will go live once it has been Alpha tested and approved.
- Working in a team has made me more efficient and productive. With experiance I became better at collaborating and working on feedback. My editing skills have also improved through the use of Photoshop and subtitling on YouTube. My analtytical skills have further developed by helping Jake gather information and figures on social media as you saw on the earlier slide. I also assisted Helen in finding out about boggers who could be promoting for Santander. I helped Charlie writing the copy that goes with the videos on the corporate website to improve search engine optimisation.
- It was a pleasure to go and interview colleagues from different areas of Santander and find out about their work. Tom Jervis – enjoys being treated as an adult. Was offered a job afer first rolation in apprenticeship. Tom Edwards – Enjoys creative side of marketing. Lead a new video format Project in May. Sam Inskip - Career highlight so far – working on Santander Cycles campaign and working besides our celebrity endorsers Jesica and Jenson. Charlie enjoys working with a team. Her highlight is being a magazine editor during her time at University.
- - Meetings – informed me with what was happening in business and social media. - I gathered that social media helps build community and triggers involvmemt of customers of Santander - Social media team modifies what is posted on handles to make it appealing to customers. - By asking 10 questions to ask different members as a way of networking and gaining confidence in speaking.
- LinkedIn is the largest professional networking site with over 400 million users. It is essential to update your LinkedIn profile. You worked hard for the last 6 weeks so make sure you show it off on your business profile. 94% of recruiters look at a candidate’s LinkedIn profile when they are recruiting. This is why it is important to refresh your profile and include any new experience you have done including internships and even volunteering. My next step is to complete my Alevels at my highest potential and then study a Digital Marketing degree at University. Before my internship I believed strongly that I wanted to have a career in IT. However I have now changed my mind as I greatly enjoyed working in social media and marketing and see myself having a potential career in this field. If you need help with setting up or updating your LinkedIn profile you should speak to your supervisor or you can come speak to me after the presentation finishes. Thank you very much and I wish you all the best of luck.