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 brand’s 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
