Get to know the Role:
Grab is seeking a strategic social ninja to lead community management in Philippines. Tasked to facilitate, strengthen, and encourage relationships between our customers and the brand online, this person will play an integral role to ensure visibility, accessibility and credibility for Grab online. You will report to a Regional Community Lead.
The day-to-day activities:
Lead the community management practice - proactive and reactive customer care - for Grab Philippines 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 a 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
Grabtaxi Pte Ltd