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Digital Content & Social Manager – E-Service (Surrey)

Content & Social Media

Greater London Permanent £40000 - £45000 per annum

My client, a global leader in consumer electronics, is seeking a Digital Content & Social Media Manager to join their growing Online Customer Experience team. This role will be based in their Surrey HQ and be responsible for shaping and implementing a strategy that will match customers with the right content across all digital touchpoints, in turn driving brand loyalty and delivering a memorable customer experience.

The Role

The role will own and manage the digital integrated help experience for consumers – including Help website, Community and Social Support channels (Twitter and Facebook), providing a functionally rich and reliable digital service.

Main Job Responsibilities:

  • Responsible for the digitally integrated customer experience for consumers across several divisions (TV, Mobile, Music, Tablet, Computer etc) and platforms of the brand – including across website, social media, online chat etc.
  • Responsible for the relationship with key stakeholders and partners, internal and external
  • To be an active advocate for digital, specifically digital help and support, influencing adoption of these services, where appropriate.
  • Develop and motivate customer advocates of the brand online.
  • Accountable for the performance of customer experience online, specifically the ‘helpfulness’ of all integrated help channels in supporting and providing resolution to customer queries
  • Realisation of stated consumer benefit – including, but not exclusive to customer satisfaction measurements
  • Clarity of prioritisation of delivery of change into the integrated help products, evidenced by a comprehensive road map of all activities
  • Responsible for the delivery of new capability through strategic and innovative projects
  • To ensure that every change implemented actively contributes to the realisation of the E-Service KPIs and supports the mid and long term strategy for customer service transformation
  • Continuous monitoring of the digital integrated help capabilities to identify potential for new development or innovation to improve the customer experience

Who You Are

Please ONLY apply if you possess the following:

  • Solid social and community management experience, ideally within industries such as telecommunications, financial services, gaming, retail or FMCG
  • A strong understanding in digital community and social technologies
  • Strong people management experience
  • Understanding of digital product management.
  • Strong interpersonal skills
  • Ability to work with a large, varied work portfolio.

To be considered for this exciting role, please send your CV to Cat Symons at Salt recruitment today.

Job Reference: CSDCSM

Salary: £40000 - £45000 per annum

Salary per: Annum

Job Duration:

Job Start Date: ASAP

Apply Now

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