Get to know the Role:
To manage and supervise social media inquiries and complaints handling process in twitter, facebook, webchat, mailing list, blog, etc. delivered within specified SLA and escalation level based on Social Media Customer priority level to improve customer satisfaction level, wider spread of positive mention/comment and word of mouth via social media, and maintain customer loyalty through effective social media customer handling.
The day-to-day activities:
- Operationalise the Regional social strategy within Singapore, working with both Brand Marketing Managers and the Creative Teams to produce and publish relevant and engaging content across channels
- Coordinate all outbound communications via our social platforms, effectively taking ownership of a coherent editorial calendar for Singapore that upholds Grab’s unique brand voice and narrative
- Strategically prioritise and scale content initiatives with external stakeholders - including publisher partnerships and influencer partnerships - based on Singapore’s unique business requirements and customer needs
- Work closely with cross-functional teams including Performance Marketing, Comms, and Customer Experience to maximise the business impact of Social @ Grab
- Serve as the Singapore point person for the regional team - carrying forward the best practices, timely case studies, and tool expertise to the wider country team
- Liaise closely with the Paid Social Media team to maximise the reach and impact analysis of all activity across channels
- Lead the local measurement & reporting of social activity
- Share in-depth knowledge and understanding of Social Media platforms, their respective participants and how each platform can be deployed in different scenarios to push the possibilities of Social @ Grab
The must haves:
- Bachelor Degree
- +4 years in social media with experience in multi-channel content development and a focus on delivering metrics-based performance
- Proficiency in FB Business Manager, Social Media publishing tools (e.g. Hootsuite), Analytics tools (e.g. GA), online monitoring tools (e.g. Brandwatch)
- Skilled at planning, organizing, prioritizing and executing simultaneous projects and activities. You can prioritize high impact activities and keep complicated projects moving forward. You’ve proven your ability to work well under pressure and adapt quickly to change.
- Proven success driving social campaigns
- Expertise in both creative and promotional copywriting
- A data-driven mindset toward social content and publishing
- Experience in building up social media platforms with a focus on engagement metrics will be looked upon favorably
- Experienced in managing third-party IT vendors, digital agencies with a familiarity of the local landscape of social advocates, influencers and content producers would be an asset
- Up-to-date with the latest trends and best practices in online marketing and measurement, and social media platforms
- Sensitive to the wider implications and understanding of operational concerns in the development of social communication plans
- Self-starter with an ability to work independently, whilst also a team player for broader digital strategies, monitoring or tactical campaigns
- Previous experience in a digital/social media agency will be an advantage
