Customer Service Manager: Social Media - Contact Centre

The purpose of the Social Media Customer Engagement Manager role is to leverage social media platforms to connect with our customers. The role engages in both tactical and strategic external listening to shape customer communication in terms of immediate customer complaint resolution, and longer-term proactive customer perception building aimed at positively influencing the social media community with regards to the reputation of the Group. The role works alongside the Customer Contact Centre and Communications teams to forge an aligned message to our customers and ensure we deliver on our commitments. In the event that we drop a ball, this role aims to use creative social media messaging and engagement to create positive moments and experiences for our customers. This requires a creative mindset, skilled communication (written and verbal) and the ability to anticipate and forecast a fresh view of customer trends, behaviours, attitudes, and motivators that provide input to the way we use communication as a key differentiator in the social media space.