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 conversationsOversee online communities to encourage engagement and maintain a positive brand sentimentWork 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 ariseMonitoring & Insights
Monitor social media channels for feedback, ensuring prompt responses to issues and queriesTrack and analyze customer sentiment, comments, and feedback to provide actionable insights for improving products, services, and experiencesCrisis Management
Act as the first point of contact for social media crises or escalations, ensuring timely and effective resolutionCollaborate with the service teams to handle sensitive or negative interactions appropriatelyCollaboration & Integration
Partner with marketplace experience leadership to refine strategies that enhance customer, vendor, and rider journeys across social platformsIntegrate social media activities into broader marketplace experience improvement plans for seamless executionPerformance & Reporting
Analyze social media interactions to identify key touchpoints and create a seamless journey for stakeholdersReport on key experience metrics and recommend improvements based on social media trends and data insightsQualifications
3+ years of experience in social media management, customer experience, or a related field, with a focus on customer engagementStrong understanding of social media platforms, content creation, and engagement strategiesExcellent communication skills, both written and verbal, with the ability to handle customer inquiries and feedback with professionalism and empathyProven track record in managing customer interactions and resolving issues via social mediaAbility to analyze social media metrics and derive actionable insightsStrong problem-solving skills, with the ability to handle customer escalations and crises effectivelyCreativity and a keen eye for content that resonates with target audiencesBachelor's degree in marketing, communications, or a related field (preferred)Additional Information
A dynamic and challenging working environment with a steep learning curveResponsibility from day one in the leading food delivery company in the worldThe opportunity to be part of a happy, high functioning and smart teamPeriodic fun, engaging company events & team activitiesA company committed to developing you personally and professionally.A vibrant and international team with diverse backgrounds from all over the worldA culture that empowers you to take full ownership of your work and careerOur parent company, Delivery Hero, is a global leader in the food delivery industry processing over 3 million orders every day and operating in 40+ markets in the world, with 18,000 employees and approximately 500,000+ restaurant partners.
