Social Listening and Care

Job Description:

Social Listening/Community Manager will monitor community conversations; address immediately negative feedback and concerns and develop an organized system to learn from community feedback and make recommendations on how to improve customer experience and loyalty. Build and grow a vibrant community, as well as to cultivate evangelists among current customers.

COMMUNITY PLATFORM:

- Define the strategy, tactics, business requirements, for the creation of a community platform on the company's website.

- In collaboration with IT, develop and deploy the community platform.

- Define and track the performance metrics of the community strategy.

- Partner with Content lead, stimulate engagement and conversations.

- Establish communication and interaction protocol and standards for community members, and address unacceptable behavior, to keep the community positive.

- Leverage the community to survey, test and learn about customers- needs, product reviews, new product ideas, a company's strengths and weaknesses vs. competition. Also, organize contests and research to engage a community

- This position will build-out the processes, capabilities, and resources to deliver effective customer care on the company's site, on social media channels,

Social Listening/Response:

- Create a process that will monitor social channels (e.g., Facebook, Twitter, blog postings) for consumer complaints, sentiment, questions, and inquiries. Provide timely, sincere and compelling solutions/feedback to resolve issues, and engage the consumers.

- Develop a process to rapidly share inquiries and complaints with the relevant functions, and ensure timely and effective follow-through.SLA/SOP

- Monitor competitive presences and perceptions across social channels.

- Identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues.

- Partner with Content lead and Social care lead to develop, test and deploy compelling tactics to leverage company on Facebook, to address customer issues, and turn every customer interaction into a positive experience that will lead to future sales.

Analytics:

Establish performance metrics for customer care, social listening/response, and community effectiveness.

Required Qualifications:

- At least 4-5 years of successful track record in developing and deploying successful strategies and programs in social listening/response and community. Proven success in turning self-care into a relationship-based selling process.

- Strong proficiency in managing online communities.

- Strong proficiency in managing customer care on social media channels (Facebook, Twitter, Youtube, etc.)

- Demonstrate a combination of highly quantitative analytical skills, strategic judgment, and creativity.

- Proven track record in leveraging social listening/response and customer care to deepen a relationship with customers, and drive loyalty.

- Take initiative, and demonstrated an ability to perform in a fast-paced, high pressure, and highly competitive digital start-up environment.

- Very quick learner, resourceful, with smart problem-solving skills.

- Collaborative, team-orientated, but not afraid to propose the right recommendations for the business.

- Hands-on, results in an orientated leader.

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