Social Media Community Manager

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Location: Brussel
Job type: Permanent
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Sector: Business & Administration
Job Role:

Social Media 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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