AVP-Social Care & CX Analytics.Client Experience and Conduct-Customer Service

We are seeking an experienced professional to lead our Social Care & CX Analytics team at Mashreq. In this role, you will oversee and manage our social media presence and customer experience across various platforms, ensuring a positive and engaging brand image. Your expertise will be crucial in developing and implementing strategies to enhance customer interactions and drive business growth.

• Manage and oversee social media platforms and customer care channels for Mashreq, ensuring a consistent brand voice and positive customer experience.
• Lead the development and implementation of social care strategies, creating playbooks and guidelines for effective customer engagement.
• Monitor and analyze social media trends, customer feedback, and market dynamics to identify opportunities and areas for improvement.
• Collaborate with cross-functional teams, including marketing, customer service, and product development, to align social care efforts with business objectives.
• Build and maintain strong relationships with key stakeholders, including social media platforms, influencers, and industry partners, to enhance Mashreq's social media presence.
• Stay updated with the latest social media tools, technologies, and best practices, and recommend innovative solutions to enhance customer experience.
• Conduct regular performance reviews and analytics, providing insights and recommendations to optimize social care strategies and improve customer satisfaction.
• Train and mentor the social care team, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional customer service.
• Ensure compliance with social media policies and guidelines, maintaining a professional and respectful online presence for Mashreq.
• Stay informed about industry trends, competitor activities, and emerging technologies to identify potential risks and opportunities for Mashreq's social care initiatives.

• Bachelor's degree in Marketing, Communications, or a related field, with a strong preference for a Master's degree in a relevant discipline.
• Minimum 8 years of experience in social media management, customer experience, or a related field, with a proven track record of success.
• In-depth knowledge of social media platforms, including Facebook, Twitter, Instagram, LinkedIn, and their respective analytics tools.
• Experience in creating and implementing social media strategies, including content planning, community management, and influencer engagement.
• Strong analytical skills with the ability to interpret data and provide actionable insights for improving social care performance.
• Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships with internal and external stakeholders.
• Familiarity with Sprinklr Platform or similar social media management tools is highly advantageous.
• Ability to work in a fast-paced, dynamic environment, managing multiple projects and priorities simultaneously.
• Creative thinking and problem-solving skills, with a customer-centric approach to driving business growth.
• A passion for social media, customer experience, and a commitment to staying updated with industry trends and best practices.