Social Media Moderation Senior Supervisor (Customer Care)

JOB PURPOSE:

• Maintain Etisalat brand equity, corporate portfolio on Digital platforms and serve a wide range of Customers through continuous promotions, products, services informative updates to reduce cost support and raise the consumers’ awareness.

KEY ACCOUNTABILITIES:

• Play a key leadership role in an exciting, fast-growing business, being the voice of Etisalat brand on social media.
• Effectively communicate wins, identify trends, and proactively offer campaign suggestions; Able to communicate complex ideas effectively to customers.
• Work collaboratively with the digital management team to craft strategic message and set proper customers’ expectations; Collaborating with management to develop best practices.
• Create monthly social media reports using Insights, and Analytics trends.
• Research and Stay Up-To-Date on Platform Changes.
• Responsible for setting the strategy for an upcoming product launch, analysing data across platforms, coordinating messaging with PR & Communications, running paid advertisements and sponsored ones.
• Monitoring the company's Social Media strategy in order to increase brand awareness, improve Marketing efforts and increase sales.
• Accelerate the adoption of Etisalat`s services and products through a proactive and data-driven approach to social and digital marketing.
• Manage day-to-day reactive and proactive communications on all key social media channels. 
• Plan and manage the publishing calendar, social objectives, messaging, writing of posts, aligning to the overall product and marketing plan
• Implement best practices for social listening, uploading, tagging, reporting, and optimization of channels.
• Frequently measure performance against engagement and reach KPIs, and present results to internal stakeholders. Analyse relevant data and produce regular reports on recent social activity, providing insights and recommendations as needed.
• Seek and evaluate new social media and platforms and technology opportunities and stay at the forefront of the adoption of new social media trends, tools, and channels.
• Establish social media guidelines for Etisalat employees, as well as develop and implement strategies for leveraging employees to amplify Etisalat news in their own social network.
• Develop and manage strategies to support senior executives’ visibility and engagement in social media.
• Set and measure monthly social media goals
• Represents the customer needs and requirements to drive feature implementation and development with associated technology teams
• Utilize a portfolio of customer insight tools including survey tools, usability tools, analytic platforms, testing tools .
• Motivate, coach, direct and assess direct subordinates to achieve the defined departmental objectives.
• Handle customer escalations and monitor daily and weekly operational statistics to define & evaluate the employees’’ performance.
• Analyse service level measures and objectives through various reports and recommend improvements.
• Identify the need of headcount for the department in accordance with the workload and targets required.
• Provide direction and guidance for short and long-term management strategies.
• Develop, manage, monitor, and report on performance measures for the department.
• Develop, manage, implement, and monitor standard operating procedures and policies.
• Conduct regular meetings with direct reporters to identify and resolve departmental issues and provide effective suggestions and feedback on staff performance.
• Ensure efficient utilization of resources to meet established service goals.
• Interview applicants (supervisory Level) and recommend them for the vacancies.
• Assign key responsibilities to the direct reports subordinates.
• Inform the upper management of all the department’s requirements.
• Gathering exposure brand and competitors sentiments to enhance the customers’ journey in order to raise engagement and loyalty rate.
• Audit on online interactions and voice calls to ensure the adherence to Etisalat service level agreement and best service delivery
• Nurture human and technology capabilities, Set, assess and communicate team KPIs, review performance and provide feedback with development plan in order to utilize resources.
• Accelerate growth engines Prepare a performance review presentation for management to provide an overall view on area performance.
• Disrupt and digitize, Present Digital channels experience review to management in order to provide an overview on performance, events, and customers’ Experience
• Prepare a review report for complaints, breakdown on route cause and social media performance in order to present to management.
• Investigate and audit on complaint cases presented by management, report complaints, route causes and corrective actions taken in order to ensure complaints resolution and avoid repetition.
• Develop new projects in order to enhance Digital experience and increase engagement.
• Review new launch digital projects; audit its impact on customer experience.