Social Media Community Builder
7 days ago
The role involves active participation in a customer-facing team.
Main responsibilities include:
- Responding to customer inquiries on social media platforms to reinforce brand values and maintain customer loyalty.
- Determining strategies to increase engagement across social media channels by creating dialogue with customers that fosters positivity within online communities.
- Maintaining the tone of voice on social media, ensuring it is carried through into comments sections.
- Identifying opportunities to collaborate with other brands, influencers, and creators to expand reach.
- Preparing regular briefings for offshore teams on sales performance, route launches, and internal procedures.
- Evaluating situations requiring management involvement due to commercial or public sensitivity and resolving accordingly.
- Monitoring trends and communicating insights to Team Leaders.
- Supporting new technology integrations into social platforms, including testing.
Requirements:
- A minimum of 12 months' experience in a social media role.
- Experience with coaching towards agreed KPIs and behaviours preferred.
- Experience with Salesforce and Navitaire's reservation system New Skies an advantage.
- Passion for Customer Service.
- Outstanding clear communication skills, both written and verbal.
- Team player.
- Ability to output large quantities of work to meet team and individual goals.
- Self-starter with strong focus on achieving results and problem-solving.
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