Head of Engagement and Support

4 days ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Qatar Living is looking for dynamic, specialised individuals who want to contribute, add value, and excel with our current growth. We're excited about the new career opportunities available and look forward to connecting with the best talent out there.

The Head of Engagement and Support (social media) will be responsible for will be responsible for overseeing Qatar Living social media engagement and customers support strategies for our audience and clients. The role will focus on building strong relationships with our clients' audiences, fostering brand loyalty, and addressing customer inquiries and concerns. The Head of Engagement and Support (Social Media) will lead a team of social media and clients' support representatives, ensuring they deliver exceptional customer experiences and drive meaningful engagement across various social media platforms

Responsibilities

  • Develop and implement social media engagement and customer support strategies that align with our clients' marketing goals and brand identities. Collaborate with the social media and sales teams to integrate engagement initiatives seamlessly into broader marketing campaigns.
  • Oversee community management across all social media platforms, responding to comments, messages, and mentions in a timely and professional manner. Cultivate positive interactions and build a strong online community around our clients' brands.
  • Lead the social media and customer support team in addressing inquiries, complaints, and feedback received via social media channels. Ensure that support tickets are handled efficiently and with a focus on resolving issues to the customers' satisfaction.
  • Develop and implement crisis management procedures to handle any social media issues or incidents effectively. Act as the point of contact for urgent situations and provide guidance to the team in managing sensitive matters.
  • Ideate and execute engaging social media campaigns that encourage user participation, interaction, and brand advocacy. Analyse campaign performance and provide insights for continuous improvement.
  • Monitor social media conversations and trends related to our clients' brands and industry. Use social listening tools to gather valuable insights and sentiment analysis, which can inform marketing strategies.
  • Collaborate with the content team to ensure that social media content is engaging, relevant, and aligns with the brand's voice. Provide input on creative assets and copy to enhance audience engagement.
  • Utilise social media analytics to measure the impact of engagement efforts and customer support effectiveness. Report on key metrics and provide recommendations for improvement.
  • Manage and mentor the social media engagement and clients' support team. Conduct regular performance evaluations, provide feedback, and facilitate skill development to enhance the team's capabilities.
  • Stay up-to-date with social media trends, algorithms, and best practices for engagement and customer support. Apply this knowledge to keep our clients ahead in their social media strategies.

Qualifications

  • Bachelor's degree in Marketing, Communications, Business, or a related field. A Master's degree is a plus.
  • a minimum of 4 years' experience in social media management, community engagement, and customer support, with a track record of successful campaigns and customer satisfaction.
  • Previous experience in a leadership role, managing a team of social media specialists and support representatives.
  • In-depth knowledge of major social media platforms, their features, and best practices for audience engagement.
  • Excellent written and verbal communication skills to interact with customers and represent our clients' brands professionally.
  • Strong problem-solving skills and the ability to handle customer inquiries and complaints with empathy and efficiency.
  • Familiarity with social media analytics tools to measure engagement and support performance.
  • Crisis management experience and the ability to handle sensitive issues with composure.
  • Creative thinker with a passion for developing innovative engagement campaigns.
  • Strong organizational and project management skills to handle multiple tasks and meet deadlines.
  • Collaborative mindset to work effectively with cross-functional teams and clients.
  • Flexibility to work outside regular business hours as needed.
  • QID/visa (NOC should be readily available).
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