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Community Engagement Specialist

hace 3 semanas

Cartagena, Murcia, España beBee Careers A tiempo completo

As a Community Engagement Specialist, you will be responsible for managing our social media presence and ensuring that our online community is engaged and informed.

Key Responsibilities:

  • Day-to-day tasks:
    • Manage the company's Global Social Media accounts, creating and curating content to engage with our audience.
    • Analyze and categorize social media posts to understand our online community's needs and interests.
    • Develop and implement alerts management, distribution, and escalation processes to ensure timely responses to customer inquiries.
    • Design and conduct training sessions on social customer care for Business Units or Group Functions to enhance their knowledge and skills.
    • Manage incoming requests through our support contact form and redirect them to the relevant team within the company.
    • Collaborate with the Brand Marketing team to drive adoption of Sprinklr for Customer Care and implement KPIs, dashboards, and measures within Sprinklr.
    • Provide end-to-end support for Sprinkr and Meta Business configuration, bug resolution, ticket management, and permissions.

Customer-Centric Approach

  • Foster a customer-centric culture by prioritizing understanding and addressing the needs and interests of our online community members.
  • Develop strong customer service principles and provide timely and helpful responses to customer inquiries and feedback.
  • Coordinate customer management process across Business Units to ensure seamless experience.

Analytical Thinking

  • Create detailed reports on specific social media activities from customers or industry topics to inform business decisions.
  • Apply analytical skills to understand data and KPIs gathered from social media monitoring, drawing conclusions and making recommendations for community engagement and digital care strategies.

Requirements and Qualifications

  • University level education or equivalent.
  • Over 5 years of relevant experience in social media management, customer service, or a related field.
  • Highly proficient in English and fluent in Spanish, with German as a plus.
  • Familiarity with social media tools and platforms, including Sprinklr and Meta Business.
  • Experience in customer service of organic and paid campaigns.
  • Tech-savvy with up-to-date knowledge of digital landscape, platform changes, current trends, and user behaviors.
  • Excellent written and verbal communication skills to interact with the community, respond to inquiries, address concerns, and communicate key messages effectively.
  • Extremely detail-oriented and proactive.

Benefits

  • Remote position from Spain.
  • Flexible remuneration and personalized training plan.
  • People-focused team environment.
  • Dynamic work environment with opportunities for professional growth.
  • International projects of high technological value.

We are committed to respecting diversity and inclusion in our hiring process, selecting candidates based on merit and skills.