Social Community Management Lead

Get to know the Grab:

• - Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people. We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.
• Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle. We recently launched our fintech platform – GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability. Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam. We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride

The day-to-day activities:

• Lead the community management practice - proactive customer care - for Grab Indonesia to support the growth and vibrancy of local online communities
• Serve as the key liaison between Marketing and other internal teams - refining R&R, SLAs, and decision trees
• Set and evolve frameworks and training for community team managers to more effectively manage and optimise the day-to-day management of social communities - namely, Facebook, Twitter, Instagram.
• Stay up to date with Grab promos, incentives, policies and procedures.
• Provide leadership, development and coaching for team members - inclusive of social customer care agents. Actively engaging and supporting the development of your team to ensure performance metrics are met.
• Set and evolve training and QA processes for Social Care Team to more effectively manage and optimise the day-to-day management of social communities - namely, Facebook, Twitter, Instagram.
• Manage and highlight staff issues to Managers and POPs in a timely manner
• Prepare periodic report on team performance including breakdown of KPIs, performance analysis and action plans.
• Building and maintaining effective internal and external stakeholder relationships
• Conduct team engagement, performance review sessions and huddles
• Keep track of team performance, sick time, etc.
• Lead the local strategy and execution of community management during key marketing campaigns and comms initiatives
• Ad-hoc duties include supporting other community management functions as and when required
• Keep a keen eye on new trends in conversation, hot buttons, and cultural moments for the local team to drive relevant conversations
• Help with identifying and nurturing potential advocates
• Monitor online conversations across community platforms to spot and advise on opportunities for the brand to participate and optimise content accordingly
• Be customer-centric. Knowing and understanding what makes consumers engaged and come back.

The must haves:

• Minimum 5 years of experience in social media community management
• Passion for all things social - staying on top of latest trend, platform updates, as well as local nuances of consumer behavior
• Defines opportunities to add value and proceed with little oversight
• Experience with Social Media Management tools
• Strong cultural curiosity and understanding of current trends and tech
• Have strong track record in managing key stakeholders
• Comfortable with social media crisis management
• Up-to-date on local internet lingo a plus
• A fluent English speaker with excellent written skills.