Welcome Pack

Welcome on board! We are *so* excited you are here!

You’ve just partnered with a team focused on building social media that doesn’t just look good, but actually works. Strategy-led, intentional, and built to drive results.

What's next?

You've signed the agreement & paid your invoice...

This is where we align, gather the right inputs, and set the foundation for strong execution.

Our onboarding process runs across four key stages:

1. Completing the onboarding questionnaire

This is the most important step.

It gives us a full understanding of your business, your brand, your audience, and your goals so we can build a strategy and content direction that’s tailored, not templated.

You’ll receive the link via email. Once complete, submit the form and we’ll move forward

2. Handing over your assets & content

Once your questionnaire is complete, we’ll request your assets.

This includes imagery, video, brand guidelines, and any existing content we can leverage. This is what we’ll use to begin building your content and campaigns.

3. Provide TMG access

Next, we’ll request access to your platforms so we can manage your accounts properly.

If anything feels technical or unclear, we’ll guide you through it.

4. Strategy, content creation, and launch

Behind the scenes, we begin building your social media strategy.

From there, we move into content creation, followed by your review and approval. Once approved, content is scheduled and prepared to go live.

We’ll also lock in your kick-off call to walk you through the strategy, align on direction, and ensure everything is set up for execution.

Your official management period will commence from the date your first post goes live.

Housekeeping

Contact & communication

You’ll be assigned a dedicated point of contact at TMG. Our standard contact hours are within business hours.

If you’d like to discuss strategy or anything in detail, we ask that you book in time with notice so we can give it the attention it deserves.

Your package includes allocated time for communication, and we’re always happy to chat. That said, if communication exceeds what’s included, we may review and adjust scope to ensure we’re delivering effectively across your account.

Reporting

You’ll receive reports in line with your service package. These typically cover performance, key wins, and what we’re learning and refining each month. If you’d like to walk through your report together, we’re more than happy to do so. Just book in time with your account coordinator, keeping in mind the communication structure above.

Billing

As outlined in your agreement, all invoices are due within 7 days. Work will not commence until payment is received, and services are billed in advance (typically 30 days). Late payments may impact timelines and delivery of work.

Service timelines (guide)

To keep everything running efficiently, we work to structured timelines. These are provided as a general guide:

  • Content creation: Content is created and scheduled in advance, typically a few days to 2 weeks ahead of posting, depending on posting cadence and workflow requirements

  • Specific content requests: Must be communicated at least 10 business days in advance. We will always aim to accommodate these, however adjustments are subject to existing workflows and scheduled content, and are not guaranteed

  • Minor updates or amendments: 1-5 business days, depending on urgency and current workflow. Where updates cannot be implemented in time for a scheduled post, content may be rescheduled accordingly

  • Reporting: Monthly

  • Calls or strategy discussions: Scheduled with reasonable notice

Client responsibilities

To deliver strong results, we need strong input. You’re responsible for providing all required content, materials, approvals, and access in a timely manner. This includes:

  • supplying content in the correct formats

  • meeting agreed deadlines

  • providing feedback when required

Delays here may impact timelines and output.

Variations

If additional requests fall outside the agreed scope, they will be treated as a variation. We’ll always communicate this clearly before proceeding. You can refer to your agreement for full details on how variations are handled. We’ll always communicate this clearly before proceeding.

Let’s get to work

Now that we have the housekeeping out of the way...

Now that everything is set up, we move into execution - building, refining, and turning your socials into something that actually drives results.

We’re excited to get started and even more excited to build something impactful with you. The best results come from strong partnerships, and we’re here to be exactly that.

If you have any questions along the way, reach out. Otherwise, we’ll be in touch as we move into the next phase.