Job Description

Job Title Advertising / Media Planning / PR

Experience

School Degree

Description

Majid Al Futtaim Retail invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
Role Purpose:
The Social Media Community Manager is responsible for managing the Social Care experience throughout markets, developing a customer social care and community management strategy, mapping out response, escalation and resolution processes. The Community Manager will coordinate and train the local markets on this process, best practices and managing set SLAs to drive improved customer experience in social. They are also responsible for improving sentiment through positive engagement and strategic outreach.
Role Details Key Responsibilities and Accountabilities:
Community Management

• Creates the strategic social care direction for the company, including tone of voice, SLAs, engagement and resolution guidelines & outreach protocols
• Develops with the wider social team the tone of voice for community management and Carrefour accounts across the social platforms.
• Defines the strategic objectives for community management and the KPIs to measure success
• Creates content pieces and strategies to stimulate better engagement & sentiment, with wider MarComs & creative teams
• Creates, develops and leverages tooling & dashboards to identify opportunities and threats in real time for faster response & escalation to core support teams
• Proactively identify emerging issues on social media, counsel and guide countries on local and regional issue and crisis matters on social media
• Develops an outreach program to help improve sentiment through partnerships & positive engagements with audience
• Liaise closely with wider Customer Care teams (Customer Service, in-market CCS and community management teams, CX department), capturing requirements & translating them into actionable solutions
• Map out social customer care and community management capability and capacity gap and propose and oversee the deployment of strategic solutions including local appointments and centralised community management agency, and managing their output.

Reporting & Analysis

• Use online measurement tools to provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives
• Identify methods to drive scale & efficiency in handling times through technology
• Develop & deploy, if appropriate, technologies that can speed up the TAT for customer care, including NLP, AI, etc.
• Provide ownership & guidance on the management of the technical platforms, and act as a subject matter expert on the tooling selected (Sprinklr)
• With the Comms & Customer Care teams, defines and deploys the Crisis Management approach

Coordination

• Coordinate with wider Social Media, Marketing and Communications teams to ensure brand consistency
• Liaise with wider operational teams to ensure new developments are effectively translated into customer-facing messages for care & community team dissemination
• Manage the wider Social Care & Community Management teams in-countries, providing guidance and escalating when necessary
• Leads & runs regular workshops & meetings with social media and customer care teams across the countries
• First point of contact for Social Media function for issue and crisis management

Human Capital Responsibilities

• Assist with the implementation of the performance management process by setting objectives, monitoring performance, and provide constructive feedback and provide inputs to senior management
• Provide mentorship for the purpose of developing a continuous talent pipeline for key roles
• Provide inputs on training needs and coordinate with the HC department to ensure facilitation of training requirements
• Develop and implement on the job-training for the team
• Provide inputs for the development of annual manpower plan
• Ensure the implementation of MAF Retail s corporate policies and relevant procedures

Definition of Success

• Social Care SLAs improving
• Quantity and quality of outreach engagements
• Increasing positive sentiment
• Decreasing negative sentiment
• Improved market adherence to guidelines
• Delivery of strategy in line with company objective & departmental goals

Qualification, Experience & Skills:
Minimum Qualifications/education

• Bachelor s Degree in Marketing, Digital Media or similar

Minimum experience

• 8+ years' experience in a similar position, experience in the retail industry or regional remit is preferred
• Social Care background, from an agency or client side
• Social Platform & Technical Experience

Skills

• Deep understanding of social media & social care
• Excellent communication skills verbally and in writing
• Highly organized with strong multitasking skills
• Very strong interpersonal skills; able to negotiate & influence stakeholders at multiple levels to ensure commitments are met
• High attention to detail and process-oriented mind-set
• Flexible, willing to change and modify approach to meet the changing needs in markets
• Able to understand and prepare detailed reports, highlighting opportunities and challenges and KPI improvements
• Fluency in English and Arabic is required

You have applied correctly

A message has been sent to the employer, you are going to receive the reply soon. Good luck!

You have applied correctly

The request has been sent correctly. However, we have seen that your resume is incomplete. We highly recommend you to fill it to let the employer know you. These are the fields you have empty: