Social Media Command Centre Manager

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Job Detail
Functional Area:
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day)‎ )
Job Location:
Jeddah, Saudi Arabia
No Preference
Career Level:
Experienced Professional
Minimum Experience:
5 Years
Work Permit:
Saudi Arabia
Apply By :
Dec 31, 2017
Posted On:
Nov 13, 2017
Job Description
  • Manage the Social Media Command Centre – performance, output, results
  • Establish reporting and measurement processes
  • Ensure quality control and periodic optimisation
  • Develop and update crisis communications plans, as required
  • Develop and run disruptions communications, as required
  • Ensure periodic dissemination of best practices and case studies within the organization
  • Deliver on key milestones of the Social Media Command Centre, as discussed internally

· Follow-up and refine key performance indicators (KPIs) for measuring the quality of customer care being provided, unique to each channel, including Senior Leadership Team

· Regularly assess team performance and competency based on the metrics developed

  • Deliver product and service insights based on social intelligence
  • Close the loop between online feedback and offline improvement
  • Work with the Marketing campaign to develop the top-level social media strategy
  • Deliver platform-specific campaigns e.g. Snapchat
  • Develop proactive marketing messages to enhance social care efforts
  • Deliver weekly social media performance reports
  • Develop new measurement processes, where required
  • Work closely with Operations and Customer Engagement Centre to deliver service insights and process improvements
  • Work closely with Operations and Senior Leadership Team during disruptions and crises
  • Ensure seamless communication between Operating and Social Media Command Centre
  • Advocate and disseminate best practices, new learnings, and developments
  • Improve existing processes to improve team performance
  • Develop, establish, and improve measurement and reporting processes

Required Skills

• Strong analytical and measurement skills
• Team leadership and performance management
• Proven interest in driving and promoting social customer care
• Ability to act calmly during crises
• Ability to analyze and resolve complex problems, with strong attention to detail
• Ability to prioritize and work under pressure to deliver results
• Project management skills, ability to deliver a project from concept to execution
• Strong individual contributor but also able to perform as a functional team leader and hands-on manager
• Good presentation skills and ability and confidence to present to senior management level
• Maintains high ethical standards of the team and compliance with Saudi laws, customs and social responsibilities.
• Aviation-specific customer care context
• Crisis and disruption processes and best practices
• Marketing best practices, specifically in the industry
• Social measurement best practices
• Customer care performance management and metrics, specifically on social
• Data analysis