Job Description

Job Purpose:

We're looking for a highly creative and hands on Social Media Manager to drive our digital presence across Instagram, TikTok. This is not just a scheduling role, we're looking for someone who can create & manage end to end content that captures attention, tells powerful brand stories, and elevates our social media game.

What You'll Be Doing:

Owning the social media strategy and day-to-day management for multiple hospitality clients Creating and managing detailed content calendars Briefing photographers, videographers, and designers for social-first content Analyzing performance and producing actionable monthly reports Staying ahead of social trends, particularly in the hospitality and lifestyle space Acting as the key contact for all things social

Social Media Management:

Leading content strategy across multiple brand accounts
Creating and scheduling content for our social platforms
Community engagement, collaborating with creators, and managing influencer programs

Plan, develop, and execute social media content calendars in alignment with the Creative Director's guidelines. Create, schedule, and post engaging, brand-aligned content across Instagram, Facebook, TikTok, LinkedIn, and other relevant platforms. Respond promptly to comments, messages, and tags, maintaining the brand voice. Track KPIs and prepare monthly reports on engagement, reach, and growth. Identify trends and opportunities to enhance digital presence while aligning with marketing campaigns. Support and report on paid social media campaigns as directed.

Key Responsibilities:

Customer Relations:

Act as the main point of contact for customer inquiries, complaints, and feedback across all channels (phone, email, WhatsApp, social media). Monitor customer concerns promptly and professionally. Maintain customer feedback logs and prepare monthly reports on trends, concerns, and improvement plans. Support implementation of customer satisfaction surveys and Net Promoter Score tracking.

Reviews, and Other Feedback Platforms Management:

Monitor Talabat, Google Reviews, and other feedback platforms (Deliveroo, Zomato, social media DMs, WhatsApp Business) daily for customer comments, ratings, and feedback. Acknowledge positive feedback, maintaining the brand voice and tone. Address neutral and negative feedback promptly with empathy and professionalism, offering resolution where appropriate while aligning with the company's service recovery standards. Escalate recurring issues or operational concerns identified through feedback to the Operations and Branch Management teams for action. Track, document, and analyze feedback trends to identify areas for improvement and training opportunities. Flag and follow up on inappropriate or irrelevant reviews for removal if necessary. Prepare weekly and monthly reports on customer feedback trends, ratings performance, and key concerns for management review. Utilize insights from customer feedback to propose initiatives that enhance customer experience and operational efficiency across Trace and its subsidiaries.
Job Type: Full-time