ALOIS Solutions Hiring for Social Media Manager at Australia Full Time

Job Role: Program Manager – Social Media

Location: Australia

Role Type: Contract Role

Job Description:

• Along, with the Global SORT Head of SORT and US&C Program Manager, expand and manage a new globally located 24/7 team that is focused on protecting Uber’s reputation on social media
• Onboard and manage the new team members and existing associates who will run the day-to-day operations of the team; continuously optimize the teams outputs
• In partnership with the US&C Program Manager, oversee the Sprinklr workflow and optimizations for the teams influencer and viral scope within SORT
• Develop an in-depth understanding of customer experience by incorporating quantitative and qualitative insights
• Lead various aspects of brand crises on social media, including social listening, ing, responding, crafting in-feed posts, liasioning with policy, etc.
• Elevate customer care with a Marketing/Comms lens
• Estimate work efforts, design project plans, define milestones and manage resources accordingly
• Identify operational weaknesses and help improve or innovate new processes to increase overall efficiency across the organization
• Manage diverse sets of senior global stakeholders across our team and business to get work done in alignment with our global strategy
• Manage, steer, guide, coach & develop, and evaluate members of the team.
• Be on-call during nights and weekends as needed for major brand crises

Basic Qualifications

• Minimum of 4 years of prior work experience, preferably managing social media for a high-profile brand with reputation issues
• Bachelor’s degree, preferably in Communications, Social Media or Public Relations

Preferred Qualifications / Experience

• 6+ years of social media community management for a large global brand with diverse issues
• Project management: you have proven experience of managing multiple projects end-to-end in a fast-paced environment, with the ability to work to tight timescales
• Ability to thrive in an ambiguous and flexible work environment
• Social Listening and Software Proficiency in Sprinklr & Brandwatch
• Strong stakeholder management skills, especially ability to lead conversations in complex situations involving multiple and senior stakeholders from varied backgrounds
• Understand intuitively what has the propensity to go viral and create brand crises
• Experience leading influencer/celebrity management and relationships
• Previous experience managing Brands and Crisis in Social Media
• Customer care operations experience
• Strong communicator (both verbal and written); creative copy writing skills
• Customer focus, empathy and business acumen to understand the customers’ needs and generate engaging conversations in Social Media
• Problem solver – Desire to address complex problems without hesitation
• Independent and proactive, self-starter and highly motivated; capable of working independently, yet collaboratively, within a fast-paced environment, while maintaining a positive, proactive and energetic approach to work
• Highly organized and able to multi-task, whilst maintaining clear and proactive flow of communication
• Clear Understanding of Engagement elements across the most popular social networks (Facebook, Twitter, Linkedin, Instagram, TikTok, Reddit, Youtube)
• Ability to de-escalate, shift and approach negative engagements to turn them into positive outcomes for our users
• Analytically oriented – Can demonstrate impact and efficacy of initiatives on the business
• Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
• On-Call operations experience