Description : About the Role
Our mission is to ensure all users have a seamless customer care experience, while also protecting reputation. To do this, we are expanding our Social Brand Reputation Team. They sit under Global Community Operations on the Social Media Operations Response Team (SORT), but they will work closely with Global Brand Social and Crisis Communications.
They will live and breathe social media focused on protecting reputation. This role will work in partnership with the US&C Program Manager & Global Program Lead to oversee a team of ten globally located associates who have to main objectives :
- Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams
- Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media
You should bring a passion for customer care, influencer management and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer / celebrity community, as well as feel comfortable managing sensitive issues-centric topics.
This role requires a person who is a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems which arise in this high change environment. The person should also be prepared to manage, steer and guide junior members of the team.
This role will work across many functions and teams within CommOps, across international offices, and will provide you with the opportunity to completely design, prioritize, and implement projects to support this fast growing organization scale.
What You'll Do
Work in tandem with the US&C Program Manager to manage a globally located 24 / 7 team that is focused on protecting reputation on social mediaOnboard and manage new team members and existing associates if neededIn partnership with the Global Program Lead, oversee the Sprinklr workflow and optimizations for the teams influencer and viral scope within SORTDevelop an in-depth understanding of customer experience by incorporating quantitative and qualitative insightsLead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaisoning with policy, etc.Elevate customer care with a Marketing / Comms lensUnderstand the full spectrum of customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people.Estimate work efforts, design project plans, define milestones and manage resources accordinglyIdentify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organizationManage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategyDevelop executive-level communications and presentations for leadershipManage, steer, guide, coach & develop, and evaluate members of the team.Be on-call during nights and weekends as needed.Basic Qualifications
Minimum of 4 years of prior work experience, preferably managing social media for a high-profile brand with reputation issuesBachelor's degree, preferably in Communications, Social Media or Public RelationsPreferred Qualifications / Experience
6+ years of social media community management for a large global brand with diverse issuesProject management : you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescalesAbility to thrive in an ambiguous and flexible work environmentSocial Listening and Software Proficiency in Sprinklr & BrandwatchStrong stakeholder management skills, especially ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgroundsUnderstand intuitively what has the propensity to go viral and create brand crisesExperience leading influencer / celebrity management and relationshipsPrevious experience managing Brands and Crisis in Social MediaCustomer care operations experienceStrong communicator (both verbal and written); creative copy writing skillsCustomer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social MediaProblem solver - Desire to address complex problems without hesitationIndependent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to workHighly organized and able to multi-task, whilst maintaining clear and proactive flow of communicationClear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our usersAnalytically oriented - Can demonstrate impact and efficacy of initiatives on the businessAbility to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environmentOn-Call operations experience