Customer Experience Manager

The Objective Of The Role

The Customer Experience and Social Media Specialist role is integral to creating a cohesive and positive brand experience across multiple customer touchpoints. By merging traditional customer service responsibilities with social media management and community engagement, this role ensures that the organization delivers consistent, empathetic, and engaging customer interactions that build loyalty and support business objectives.

Job Summary

The Customer Experience and Social Media Specialist is responsible for delivering exceptional customer service while managing the company's presence on social media platforms. This role involves direct customer interactions, analysis of customer feedback, content creation/moderation, social media overview and execution, and community management to enhance customer satisfaction and brand loyalty.

Job Accountabilities

Customer Interaction and Social Media Engagement: Manage customer inquiries and issues across traditional and digital channels, including social media, ensuring a seamless and positive customer experience.

Social Media Governance, overview, and Execution: Set Governance and Compliance social media platform strategies and execute in a way that aligns with the companys marketing objectives, enhance brand presence, and engage both customers and online communities.

Content Creation Overview and curation: Overview and curate compelling content tailored to different social media platforms to foster engagement, increase followers, and support marketing campaigns.

Feedback Analysis and Community Insights: Analyse customer feedback and social media interactions to gain insights into customer preferences and community trends. Use these insights to inform product development and marketing strategies.

Cross-Functional Collaboration and training: Work with various departments to ensure a cohesive customer experience and to leverage, consumer and social media insights for product and service improvements.

Crisis Management and Resolution: Manage customer complaints and potential social media crises with professionalism, ensuring issues are resolved promptly to maintain a positive brand image.

Monitoring, Analytics, and Reporting: Utilize analytics tools to track social media performance, customer satisfaction metrics, and the impact of engagement strategies on brand loyalty.

Technical Competencies

CRM and Social Media Management Tools: Proficiency in using CRM software for customer interaction tracking and social media management tools for scheduling, posting, and analytics.

Data Analysis and Reporting: Skills in analysing data from social media platforms and customer feedback channels to generate actionable insights, with proficiency in analytics and reporting tools.

Content Creation Tools: Basic Familiarity with content creation tools and platforms for graphics, video editing, and content planning to produce engaging material for social media.

Digital Marketing Principles: Understanding of digital marketing strategies, including SEO, content marketing, and social media advertising, to enhance online visibility and engagement.

Integrated Professional Competencies

Exceptional Communication and Writing Skills: Ability to craft clear, engaging, and brand-aligned messages for diverse audiences across multiple channels.

Empathy and Customer-Centric Mindset: Strong empathetic skills to understand and address customer needs, alongside the ability to build and maintain positive relationships with the online community.

Creativity and Strategic Thinking: Creative thinking in content creation and strategic planning, with the ability to develop and implement innovative strategies for customer engagement and brand promotion.

Adaptability and Crisis Management: Capacity to adapt to changing trends and customer feedback, manage social media crises, and navigate sensitive interactions with professionalism.

Leadership and Collaboration: Ability to lead social media projects, collaborate across teams, and inspire others towards achieving exceptional customer experience and community engagement goals.