Job Title: Program Manager - Social Brand ReputationLocation: Melbourne/ SydneyJob Type: ContractDescription:About the RoleOur mission is to ensure all Client users have a seamless customer care experience while also protecting Client’s reputation. To do this, we are expanding a new team called the Social Brand Reputation Team. They sit under Global Community Operations on the Social Media Operations Response Team (SORT) but will be closely tied to Global Marketing and Crisis Communications.This role will work in partnership with the US Program Manager to oversee a team of ten globally located associates who have two main objectives:Provide white glove attention for viral and influencer posts on social media, working closely with cross-functional customer-care centric teams.Work with Comms and Marketing to serve as the frontline team for issues surfacing on social media.You should bring a passion for customer care, influencer management, and crisis communications. You should be comfortable rolling up your sleeves with the details of individual customer care issues, have a passion for influencer/celebrity community, as well as feel comfortable managing sensitive issues-centric topics.This role requires a dynamic, fast thinker who can spot potential problems before they become a major brand risk. We are looking for someone who is always looking to improve efficiency and solve problems that arise in this high-change environment. The person should also be prepared to manage, steer, and guide junior members of the team.This role will work across many functions and teams within CommOps, across international offices, and will provide you with the opportunity to completely design, prioritize, and implement projects to support this fast-growing organization's scale.What You'll DoAlong with the Global SORT Head of SORT and US&C Program Manager, expand and manage a new globally located 24/7 team that is focused on protecting the client’s reputation on social media.Onboard and manage new team members and existing associates who will run the day-to-day operations of the team; continuously optimize the team's outputs.In partnership with the Global Program Lead, oversee the Sprinklr workflow and optimizations for the team's influencer and viral scope within SORT.Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights.Lead various aspects of brand crises on social media, including social listening, reporting, responding, crafting in-feed posts, liaising with policy, etc.Elevate customer care with a Marketing/Comms lens.Understand the full spectrum of Client’s customer care policies and processes as they relate to riders, drivers, restaurants, and delivery people.Estimate work efforts, design project plans, define milestones, and manage resources accordingly.Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization.Manage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategy.Develop executive-level communications and presentations for Client’s leadership.Manage, steer, guide, coach & develop, and evaluate members of the team.Be on-call during nights and weekends as needed.Basic QualificationsMinimum of 4 years of prior work experience, preferably managing social media for a high-profile brand with reputation issues.Bachelor's degree, preferably in Communications, Social Media, or Public Relations.Preferred Qualifications / Experience6+ years of social media community management for a large global brand with diverse issues.Project management: proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales.Ability to thrive in an ambiguous and flexible work environment.Social Listening and Software Proficiency in Sprinklr & Brandwatch.Strong stakeholder management skills, especially the ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgrounds.Understand intuitively what has the propensity to go viral and create brand crises.Experience leading influencer/celebrity management and relationships.Previous experience managing Brands and Crisis in Social Media.Customer care operations experience.Strong communicator (both verbal and written); creative copywriting skills.Customer focus, empathy, and business acumen to understand the customers’ needs and generate engaging conversations in Social Media.Problem solver - Desire to address complex problems without hesitation.Independent and proactive, self-starter, and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive, and energetic approach to work.Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication.Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, LinkedIn, Instagram, TikTok, Reddit, YouTube).Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users.Analytically oriented - Can demonstrate impact and efficacy of initiatives on the business.Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment.On-Call operations experience.Seniority levelMid-Senior levelEmployment typeContractJob functionMarketing and AdvertisingIndustriesSocial Networking Platforms
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