Social Media Manager

hace 1 semana

Viladecans, Barcelona, España Vueling A tiempo completo
At
Vueling, we love things to happen. We always try to go one step further and do it better. More than a job - it's a way of life.

That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other.

We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.


Job Purpose

The Social Media Manager is responsible to monitor and help to protect Vueling's reputation through effectively managing customer queries, complaints and issues raised in Twitter, Facebook, Instagram, LinkedIn, TikTok and other social platforms.


Main Responsibilities - Tasks

  • Design and implement the digital transformation strategy for social media, ensuring perfect integration with key areas such as External Comms, Customer Care and Marketing.
  • Plan and lead the sustainable growth and expansion of Customer Service in key Social Media Platforms in a sustainable and efficient way.
  • Be the togo person to assist the resolution of reputational cases which may happen during nonstandard working hours.
  • Be the inspiring leader of 7 community managers, providing the necessary support, coach, and provide the right tools and knowledge so they can excel at their jobs.
  • Plan rostering, feedback sessions and performance management reviews based on KPIs and objectives agreed.
  • Ensure team professionally respond to and resolve inquiries related to a wide variety of topics including, but not limited to flight related inquiries, questions about products and services, issues faced during the journey and general complaints.
  • Ensure issues are routed to appropriate business group (if needed) for assistance with resolutions and follow up until solved, keeping the highest level of empathy and customer satisfaction.
  • Early identification and management of reputational risks and liaise with the relevant stakeholders (Chief Communications Officer, Customer Experience Director).
  • Be a resource for policy, procedures, and human resources related questions. You will be responsible for extensive interactions with direct reports through coaching and mentoring.
  • Drive quality, consistency and first contact resolution.

Main Relationships

  • External Communications.
  • Corporate & Government Affairs.
  • Operations.
  • Commercial.
  • Customer Experience.

Education

  • Bachelor's degree in related field.

Experience

  • Minimum 3 years of experience managing Social Media teams focused on Customer Care (queries, problem solving, reputational cases).
  • Proven experience managing external providers and related contracts.
  • Proven experience with Transformation Programs in Social Media/Customer Care.
  • Track record of successfully managing social media and community managers in the main platforms Twitter, Facebook, Instagram, LinkedIn, TikTok.

Competencies

  • Superior interpersonal and leadership skills, along with a proven ability to develop and motivate teams to meet and exceed performance standards.
  • Strong selfmotivation, ability to work independently and in a team environment with strong followup and prioritization skills.
  • Clear, concise, professional.
  • Ability to recognise leads before they become a widespread issue.
  • Deep knowledge of social media monitoring and customer care tools.
  • Stellar writing and communication skills.
  • Passionate about attention to details and project management with strong problemsolving skills.
  • Ability to work with others in a fastpaced, team environment and to interact effectively with all levels of management.
  • Flexibility and willingness to work outside normal office hours as needed.

Languages
Fluency in English and Spanish.

Location
Viladecans (Barcelona).

Level
People Manager - M2

Our benefits
Every single person who works with us is unique. And we want your experience of working at Vueling to be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more Want to learn more? click here


We have won the award for the "
Best Low-Cost Airline in Europe 2021" at the Skytrax World Airline Awards, the world's largest annual airline passenger satisfaction survey.

We will continue to work hard to always offer the best customer experience

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