Manager, Social Care & CX Analytics

Job Description

AVP-Social Care & CX Analytics.Client Experience and Conduct-Customer Service | Mashreq

The Tone:
This is a leadership role at Mashreq, a company focused on client experience and customer service within the financial sector. This position is critical for overseeing and managing Mashreq’s social media presence and customer experience across various platforms. The role aims to ensure a positive brand image, enhance customer interactions, and drive business growth through strategic social care initiatives.

The TL;DR
• Role: Full Time
• Team: Social Care & CX Analytics team within Client Experience and Conduct-Customer Service
• Mission: Owns Mashreq’s social media presence and customer experience to enhance interactions and drive business growth.
• Tech Stack: Sprinklr Platform, Facebook, Twitter, Instagram, LinkedIn, social media analytics tools.

What You’ll Actually Do
• Oversee Channels: Manage and oversee Mashreq’s social media platforms and customer care channels, ensuring a consistent brand voice and positive customer experience.
• Strategize & Implement: Lead the development and implementation of social care strategies, creating playbooks and guidelines for effective customer engagement.
• Analyze & Optimize: Monitor social media trends, customer feedback, and market dynamics to identify opportunities, conduct performance reviews, and provide insights for optimization.
• Collaborate & Build: Collaborate with cross-functional teams and build relationships with stakeholders to align social care efforts and enhance Mashreq’s social media presence.
• Develop Team: Train and mentor the social care team, ensuring they are equipped to deliver exceptional customer service and maintain compliance.

The Must-Haves
• Background: Bachelor’s degree in Marketing, Communications, or a related field. This role leads the Social Care & CX Analytics team.
• Experience: Minimum 8 years of experience in social media management, customer experience, or a related field, with a proven track record of success. A Master’s degree in a relevant discipline is strongly preferred.
• Skills:
• In-depth knowledge of social media platforms including Facebook, Twitter, Instagram, and LinkedIn, along with their respective analytics tools.
• Proven ability to create and implement social media strategies, covering content planning, community management, and influencer engagement.
• Strong analytical skills for interpreting data and providing actionable insights to improve social care performance.
• Excellent communication and interpersonal skills to build and maintain positive relationships with internal and external stakeholders.
• Bonus: Familiarity with Sprinklr Platform or similar social media management tools. Creative thinking and problem-solving skills with a customer-centric approach. A commitment to staying updated with industry trends and best practices in social media and customer experience.