
Social Media Experience Manager
5 days ago
We are seeking a Social Media Experience Manager to join our team at Delivery Hero SE. In this role, you will be responsible for developing and implementing a comprehensive social media strategy that enhances customer experience, increases brand presence, and improves customer engagement.
Key Responsibilities- Develop and implement a social media strategy that aligns with the company's overall business goals and objectives.
- Lead social media interactions with customers, responding to inquiries, resolving complaints, and engaging in meaningful conversations to build positive relationships.
- Ensure all social media interactions are aligned with the brand's voice and customer service guidelines.
- Manage online communities, encouraging customer engagement and fostering a positive environment.
As a Social Media Experience Manager, you will have the opportunity to work closely with our customer experience leadership team to develop and refine strategies that enhance the overall customer journey across social media channels. You will also be responsible for collaborating with the customer service team to handle sensitive or negative interactions appropriately.
Requirements- 4-5 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.
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