Community Manager
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Location: Brussel
Job type: Permanent
Aircraft type:
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Sector: Business & Administration
Job Role:
Community Manager
Job objective
The community manager is playing a key role to build, grow and manage our brand’s communities on social media. Key responsibilities are:
* Using analytics tools to closely monitor our brand’s reputation across social media channels
* Spot and leverage unique marketing opportunities that arise from our communities to delight our guests and uplift our service levels.
* Using social media to drive engagement and increase our brand’s loyalty
* Heading our team of Social Media Happiness agents in order to provide a top notch consistent and ‘we go the extra smile’ experience in terms of customer support through social media.
* Gather, summarize and share product and guest feedback to all stakeholders
Key result areas
Coach and give technical support to Social Media Happiness Agents
* Support agents in “doing the right thing”
* Take commercial decisions in the recovery of complex files (errors of internal or external representatives or travel agencies).
* Analyse and treat complaints ( via Customer Relations, Refunds, …), take final decisions
Manage and take actively part in daily operations of all social media platforms:
* Follow-up the day-to-day planning of resources
* Set and monitor the service level and take corrective actions where needed in close cooperation with the Service Centre Manager and outsourced partner
* Assist in monitoring the quality of the services delivered by the partner (outsourced services)
* Spot opportunities and act on trending topics and possible top topicals in close cooperation with the Social Media Manager.
* Spot and coordinate opportunities to delight guests (both online and offline)
Guarding the online brand reputation:
* Observe and guard the online brand reputation, tone of voice and current state of mind of our guests
* Advise on action points towards the concerned departments (Coordinator Quality and Monitoring, Coordinator Information - Processes – Documentation, M&M Coordinator, Loop Coordinator and Service Centre Manager)
Monitor and measure the team’s performance
* Organise regular coaching
* Follow up of Service Centre agents through one to one’s and yearly appraisals.
Your profile
* Min bachelor level in Marketing; Digital Marketing; Communication; Journalism or equivalent.
* Min.3-5 years of relevant experience, also as a people manager
* Tech savvy; digital first
* Outstanding people management skills; leadership and coaching skills
* Customer centric approach striving to create delight
* Passionate by social media
* Rapid learning skills to acquire knowledge of pricing categories, ticketing and IATA regulations and SOP’s
* Result and solution oriented
* Excellent communicator; eager to work in a transversal matrix structure
* Fluency in English, Dutch or French and 1 other language, so minimum 3 languages
* Copywriting skills of at least two of these languages to ensure punchy social media adapted content
* Knowledge of social listening or brand reputation management tools (e.g. Engagor) is a must
* Good overall grasp of digital marketing, technology trends, PR
How to apply?
* Upload your CV and motivational letter
* Make sure your CV Warehouse profile is up-to-date
* Upload a copy of your most recent school or university certificate
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