Talent.com
This job offer is not available in your country.
Manager, Social Media

Manager, Social Media

foodpandaSingapore, SG
30+ days ago
Job description

Job Description

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

    • Qualifications

  • 3+ years of experience in social media management, customer experience, or a related field, with a focus on customer engagement
  • Strong understanding of social media platforms, content creation, and engagement strategies
  • Excellent communication skills, both written and verbal, with the ability to handle customer inquiries and feedback with professionalism and empathy
  • Proven track record in managing customer interactions and resolving issues via social media
  • Ability to analyze social media metrics and derive actionable insights
  • Strong problem-solving skills, with the ability to handle customer escalations and crises effectively
  • Creativity and a keen eye for content that resonates with target audiences
  • Bachelor's degree in marketing, communications, or a related field (preferred)