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Social Media Manager

Company Name: Majid Al Futtaim
Employment Type:Full Time
Location: Dubai
Experience: 8+ years
Degree: Bachelor
Gender:Any
Age:Any  
Nationality: Any
Salary:Unspecified
No. Of Vacancies:1
Job Description:
Role Purpose:
 
The Social Media Community Manager is responsible for managing the Social Care experience throughout markets, developing a customer social care and community management strategy, mapping out response, escalation and resolution processes. The Community Manager will coordinate and train the local markets on this process, best practices and managing set SLAs to drive improved customer experience in social. They are also responsible for improving sentiment through positive engagement and strategic outreach.
 
Role Details – Key Responsibilities and Accountabilities:
Community Management
Creates the strategic social care direction for the company, including tone of voice, SLAs, engagement and resolution guidelines & outreach protocols
Develops with the wider social team the tone of voice for community management and Carrefour accounts across the social platforms.
Defines the strategic objectives for community management and the KPIs to measure success
Creates content pieces and strategies to stimulate better engagement & sentiment, with wider MarComs & creative teams
Creates, develops and leverages tooling & dashboards to identify opportunities and threats in real time for faster response & escalation to core support teams
Proactively identify emerging issues on social media, counsel and guide countries on local and regional issue and crisis matters on social media
Develops an outreach program to help improve sentiment through partnerships & positive engagements with audience
Liaise closely with wider Customer Care teams (Customer Service, in-market CCS and community management teams, CX department), capturing requirements & translating them into actionable solutions
Map out social customer care and community management capability and capacity gap and propose and oversee the deployment of strategic solutions including local appointments and centralised community management agency, and managing their output.
 
Reporting & Analysis
Use online measurement tools to provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives
Identify methods to drive scale & efficiency in handling times through technology
Develop & deploy, if appropriate, technologies that can speed up the TAT for customer care, including NLP, AI, etc.
Provide ownership & guidance on the management of the technical platforms, and act as a subject matter expert on the tooling selected (Sprinklr)
With the Comms & Customer Care teams, defines and deploys the Crisis Management approach
 
Coordination
Coordinate with wider Social Media, Marketing and Communications teams to ensure brand consistency
Liaise with wider operational teams to ensure new developments are effectively translated into customer-facing messages for care & community team dissemination
Manage the wider Social Care & Community Management teams in-countries, providing guidance and escalating when necessary
Leads & runs regular workshops & meetings with social media and customer care teams across the countries
First point of contact for Social Media function for issue and crisis management
 
Human Capital Responsibilities
Assist with the implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
Provide inputs on training needs and coordinate with the HC department to ensure facilitation of training requirements
Develop and implement on the job-training for the team
Provide inputs for the development of annual manpower plan
Ensure the implementation of MAF Retail’s corporate policies and relevant procedures
Definition of Success
Social Care SLAs improving
Quantity and quality of outreach engagements
Increasing positive sentiment
Decreasing negative sentiment
Improved market adherence to guidelines
Delivery of strategy in line with company objective & departmental goals

Qualification, Experience & Skills:
Minimum Qualifications/education
Bachelor’s Degree in Marketing, Digital Media or similar
Minimum experience
8+ years’ experience in a similar position, experience in the retail industry or regional remit is preferred
Social Care background, from an agency or client side
Social Platform & Technical Experience
Skills
Deep understanding of social media & social care
Excellent communication skills verbally and in writing
Highly organized with strong multitasking skills
Very strong interpersonal skills; able to negotiate & influence stakeholders at multiple levels to ensure commitments are met
High attention to detail and process-oriented mind-set
Flexible, willing to change and modify approach to meet the changing needs in markets
Able to understand and prepare detailed reports, highlighting opportunities and challenges and KPI improvements
Fluency in English and Arabic is required