Who we are:

At Wunderman Thompson we exist to inspire growth for ambitious brands. Part creative agency, part consultancy and part technology company, our experts provide end-to-end capabilities at a global scale to deliver inspiration across the entire brand and customer experience. We are 20,000 strong in 90 markets around the world; our people bring together creative storytelling, diverse perspectives, inclusive thinking, and highly specialized vertical capabilities to drive growth for our clients. We offer deep expertise across the entire customer journey, including communications, commerce, consultancy, CRM, CX, data, production, and technology.

What you'll be doing:

Deliver on our promise to be 100% responsive by ensuring our front-line team: consumer care, community managers, BAs deliver highest customer satisfaction, engagement and accelerate social commerce, support planning and executing special projects within the CMO Team

Who you are:

• A builder | Entrepreneurial attitude couple with a strong business acumen. Ability and appetite to bring people together. Innate ability to marshal people and create gravity around ideas.
• Open and collaborative | Our team is close-knit and supportive and we're working with a lot of unknowns – you must champion of team environments that are comfortable and encouraging.
• Optimistic and resilient | Dig in and figure out how to work around problems. Yes and why not posture. Takes care of self and team. Balance needed to maintain stamina and positivity.
• Ego-less | We all wear the hats that need wearing, it's a mentality that makes the team successful.

Roles & Responsibilities:

• Manage customer care unit process, tools & reporting newsletter on one of the biggest beauty brands in the region
• Working very closely with the multi-functional agency team members on social community management and reporting.
• Maintain brand team relationship and satisfaction
• All customer care cases to be dealt with through Salesforce & Sprinklr
• Track and report KPIs on monthly basis for all social and customer care
• Be the country lead for all digital consumer engagement tools roll-out and trainings: Salesforce, Sprinklr, MIM, Daxium, customer care tools etc.
• Maintain an understanding of the latest digital opportunity and trends in consumer interaction and inspire the teams with those possibilities (IG TV, Live chat, booking system, chatbots, etc).
• Provide internal stakeholders with insights to create actionable, operational reports that lead to optimization and efficiency in brand performance
• Responsible for the CMO corporate monthly newsletter

Knowledge & Experience

• 2/3 years' experience in digital marketing
• Languages: proficiency in written & spoken English and Arabic
• Knowledge in and Proficient Use of digital tools (Customer Care, Social Analytics, Social Listening, Social Management, Website Analytics, etc. including Salesforce, Sprinklr and Daxium)
• Experience in the beauty industry is a plus

The candidate needs to have the following:

• Strong communication skills
• Very positive attitude
• Strong project management knowledge and ability to handle multiple projects simultaneously
• Solid analytical skills and detailed-oriented
• Pro-active, entrepreneurial individual with a constant drive for results
• Understanding and passion for digital landscape, trends, tools & technology innovation
• Ability to manage social accounts directly (creation of content, publishing, moderating, advertising & media and reporting

Additional Notes:

• The candidate must be willing to learn and explore new softwares
• Committed and able to work under pressure in a diversified team
• Professional communicator with a positive mindset

What we can offer you:

We don't settle for people who can just do the job, we look for people that go beyond that and always push our thinking to be better than yesterday. We believe that this is what makes our agency a great place to be – a space where you're never far away from the best minds to learn from. We want you to be comfortable and proud every day of the week and have created an open and inclusive environment where you can bring your whole self to work. We don't want you to just fit into our culture, we want your uniqueness and diversity of background to add to it and make this an agency where we all have a real sense of belonging and purpose. We are a community. Our focus is on keeping teams connected and engaged whether we're in the office or working from home, putting people's wellbeing first, ensuring every person has access to our learning and development programme and building an inclusive workplace. Your career development is important to us. Thrive will provide you with the framework and support needed to reach your career aspirations. There really is no shortage of opportunities here for the right person that is prepared to roll their sleeves up, get involved and collaborate with those around them to deliver the best work for our clients and our agency.