Manager Social Media
Manager Social Media
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Job Description
Come onboard as a Manager Social Media and play your part in shaping the Marketplace Experience for Singapore.
Summary
Develop and lead the social media strategy to support marketplace experience objectives enhance customer engagement and ensure consistent communication aligned with the brands voice and service guidelines.
Key Responsibilities:
Strategy & Alignment
- Develop and implement a cohesive social media strategy to enhance customer vendor and rider experiences
- Align social media goals with service initiatives to maintain consistency in communication and messaging across all channels
Customer Engagement
- Manage social media interactions by responding to inquiries (where needed) resolving complaints and fostering positive relationships through meaningful conversations
- Oversee online communities to encourage engagement and maintain a positive brand sentiment
- Work closely and manage performance metrics for the regional customer service team to ensure they are always equipped with adequate knowledge and resources to resolve any concerns that may arise
Monitoring & Insights
- Monitor social media channels for feedback ensuring prompt responses to issues and queries
- Track and analyze customer sentiment comments and feedback to provide actionable insights for improving products services and experiences
Crisis Management
- Act as the first point of contact for social media crises or escalations ensuring timely and effective resolution
- Collaborate with the service teams to handle sensitive or negative interactions appropriately
Collaboration & Integration
- Partner with marketplace experience leadership to refine strategies that enhance customer vendor and rider journeys across social platforms
- Integrate social media activities into broader marketplace experience improvement plans for seamless execution
Performance & Reporting
- Analyze social media interactions to identify key touchpoints and create a seamless journey for stakeholders
- Report on key experience metrics and recommend improvements based on social media trends and data insights
Qualifications :
- 3 years of experience in social media management customer experience or a related field with a focus on customer engagement
- Strong understanding of social media platforms content creation and engagement strategies
- Excellent communication skills both written and verbal with the ability to handle customer inquiries and feedback with professionalism and empathy
- Proven track record in managing customer interactions and resolving issues via social media
- Ability to analyze social media metrics and derive actionable insights
- Strong problemsolving skills with the ability to handle customer escalations and crises effectively
- Creativity and a keen eye for content that resonates with target audiences
- Bachelors degree in marketing communications or a related field (preferred)
Additional Information :
- A dynamic and challenging working environment with a steep learning curve
- Responsibility from day one in the leading food delivery company in the world
- The opportunity to be part of a happy high functioning and smart team
- Periodic fun engaging company events & team activities
- A company committed to developing you personally and professionally.
- A vibrant and international team with diverse backgrounds from all over the world
- A culture that empowers you to take full ownership of your work and career
Our parent company Delivery Hero is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40 markets in the world with 18000 employees and approximately 500000 restaurant partners.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
