Online Community Manager (Social Media Engagement)

Online Community Manager (Social Media Engagement)

Overseeing and managing a team that is responsible for addressing, administering and reviewing owned responses content on all online social media platforms, such as TrustPilot, App Store, Google Play, Facebook, etc, ensuring timely customer engagement.

Leadership/ Performance Management:

• Recruit, develop, and mentor a team, fostering a high-performance culture.
• Establish clear, measurable goals and performance metrics for the team, providing ongoing feedback and coaching to ensure achievement of targets.
• Direct the daily operations of the team, optimizing workflows for maximum efficiency and service excellence.
• Monitor and manage each online social media platforms’ metrics and responses to comments.

Cross-Functional Collaboration:

• Engage with relevant departments and teams to escalate/resolve customer issues and enhance the overall user experience.
• Process Optimization:
  • Implement and refine tools, systems, and processes to enhance operational effectiveness and efficiency.
• Data-Driven Insights:
  • Leverage customer feedback and data analytics to identify trends, address pain points, and drive continuous improvement initiatives.
• Proactive Problem Solving:
  • Develop and deploy strategies to pre-emptively address customer issues and mitigate potential escalations.

Qualifications and Requirements:

• Experience: At least 3-5 years of leadership experience in reputation management, customer service or online social media engagement, with a preference for experience in the fintech or CFD sectors.
• Industry Expertise: Extensive knowledge of financial markets, forex, and related products/services or have experience in volatile and high-risk industries like Oil and Gas, Politics, Healthcare etc.
• Leadership Capability: Demonstrated ability to lead, inspire, and drive high performance within teams.
• Analytical Acumen: Strong analytical and problem-solving skills with a results-oriented approach.
• Communication Excellence: Superior communication and interpersonal skills, with the ability to effectively engage a diverse range of stakeholders.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Social Media Manager?
• How many years' experience do you have as a manager / team lead?
• Do you have customer service experience?

Perks and benefits include Medical, Dental, Staff Hospitalisation Insurance, and Birthday gift.