Senior Mgr-Social Media Customer Care

Description

JOB SUMMARY

The Senior Manager Social Media Care leads daytoday operations and execution of Social Media Care across assigned regions within the Customer Engagement Centers. This role is responsible for driving consistent service delivery team performance and customer experience outcomes across both reactive social care and proactive engagement.

The Senior Manager supports the operationalization of Social Media Care strategy ensuring alignment to enterprise priorities service standards and brand voice. This role leads a team to effectively service customer inquiries and issues and translates insights from social channels into actions that improve customer experience and mitigate risk. This role serves as the real-time voice of the customer identifying emerging sentiment reputational risks and service gaps and translating them into actionable improvements across the enterprise.

CANDIDATE PROFILE

Education and Experience

Required

• 4-year bachelors degree from an accredited university in Business Administration MarketingHospitality Management or relatedmajor;and 3threeyearsofexperiencein customer service contactcenter service recovery environment or related professional area.

  OR

• High school diploma or GED;5yearsofexperiencein customer servicecontactcenter service recovery environment or related professional area.

Preferred

• Proven ability to lead teams and drive performance outcomes
• Experiencemanaging the full lifecycle ofcustomer service issues
• Strong analytical and problem-solving capabilities

CORE WORK ACTIVITIES

• Lead daily operations of regional Social Media Care team ensuring service levels quality and productivity targets are met
• Execute Social Media Care strategy and ensure alignment to enterprise standards policies and brand voice
• Drive consistency in processes workflows and customer experience across teams and shifts
• Monitor operational performance and implement actions to address gaps and improve outcomes
• Oversee resolution of complex highvisibility and sensitive social media cases
• Provide guidance to teams on tone judgment and service recovery in highrisk situations
• Partner with Customer Resolution PR and other stakeholders to resolve escalated issues
• Ensure timely followthrough and accountability for all customer commitments
• Drive execution of proactive engagement strategies across social platforms
• Ensure teams actively identify and participate in relevant conversations to strengthen brand presence
• Reinforce consistent application of brand voice and engagement standards and support teams in anticipating guest needs and preventing escalation
• Analyze customer interactions sentiment and social trends to identify risks and opportunities
• Escalate emerging issues and provide recommendations to leadership and partners
• Drive process improvements to enhance service delivery and customer experience
• Identify emerging issues early through social signals and drive proactive intervention before escalation

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1