Community Management Executive

Job Category: Marketing Department
Job Type: Full Time
Job Location: Head Office
Report To: Brand and Communication Manager

Essential Duties and Responsibilities

Include the following elements:

Community engagement and Digital Interactive leads acquisition

  • Respond to comments and customer queries in a timely manner across all the social media channels
  • Actively engage/converse with existing or new potential customers (engagement)
  • Actively keep the conversation going with existing or new potential customers (re-engagement)
  • Enter new leads in compliance with Ground Rules in the CRM platform
  • Work efficiently and accurately to achieve monthly Digital Interactive Show targets
  • Work closely with telemarketing team and collaborate to increase digital interactive leads conversion and drive Shows to the centers
  • Liaise with Sales and Service departments to stay updated on new products and features

Community engagement tools implementation and optimisation

  • Contribute to the implementation of a chatbot integrated with the CRM system
  • Participate to the design of scripts and workflows that will drive quality leads acquisition
  • Continuously work on optimizing the effectiveness of the chatbot 

Community management monitoring

  • Monitor and report on feedback and online reviews
  • Align with Brand & Communication Manager to ensure brand consistency
  • Develop daily and monthly reports on number of leads, customer satisfaction, engagement rates, response time, escalation issues, etc.
  • If needed, take the conversation offline and contact the customer directly to resolve any issues directly while escalating to the manager any potential risks to WSE brand

The above elements are a snapshot of the duties and responsibilities of the role and are not intended to be an exhaustive list.

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