Online and Digital Channel Customer Care Manager

Job Description

● To liaise with CR back office and CR quality assurance team to ensure proper support and monitoring of team activities. ● To liaise with different departments to facilitate implementing projects, CERs and URSs. ● To collaborate actively with PR and MKT to ensure alignment of their activities with customer experience. ● To have active collaboration with customer experience, COS committee, and CR business to achieve P10 and CLF, CR raised projects/campaigns on social media. ● To cooperate in enhancing digital customer support applications and channels with technical internal and external parties. ● To implement customer care initiatives in social media and provide plans to encourage customers’ usage of online support aligned with business and division strategy. ● To manage customer care/support processes implementation via online solutions and social media. ● To develop a program and implement a proactive process for capturing online customer reviews, monitoring online ratings, and responding accordingly to subscribers. ● To research, benchmark, and provide online solutions, and recommend them to CR management and the company. ● To ensure all provided online solutions for customers are aligned with the latest updated customer relations policies and processes through reviewing and taking actions on quality reports on team performance. ● To manage to monitor and respond to daily posts’ comments and initiate engaging campaigns on various social media outlets. ● To provide reports on social media and online customers’ behavior trends, encouraging adoption of social media tools to them and reporting them to related teams and committees and CR management. ● To define, track, and report key customer care performance metrics across social channels and use findings to maximize engagement opportunities. ● To report and provide high-level analysis on online company support for the business and CR management. ● To continuously improve existing social media channels in cooperation with technical and MKT-related teams and identify and pursue emerging social media opportunities and platforms. ● To maintain strong relationships with internal departments and external partners to create social media campaigns that support the Memorial’s mission and promote social media within the organization by promoting social media activities internally. ● To manage the resolution of customer and regulatory complaints via available online channels based on agreed SLAs and CRA deadlines and ensure escalations are addressed to the proper team. ● To monitor effective benchmarks (best practices) for measuring the impact of Social Media campaigns on customer complaints and report it to relevant teams and timely research to get in use up to date best practices worldwide ● To ensure the technology, process, and people are well up to date, efficient, and skilled to manage the main responsibilities. ● To manage to raise CR (Change Request) or URS (User Request Specification) for approved initiatives and projects in the online customer care field and follow them up to the implementation. ● To provide social and online channels with comprehensive reports to track and monitor the effectiveness and success of online initiatives to calculate a return on investment. ● To manage to provide monthly, weekly, and daily reports on team activities to the line manager. ● To ensure that subordinates' team applications and systems are available 24/7, ● To identify threats and opportunities in user-generated content and report notable threats to appropriate management. ● To manage the team to generate, edit, publish and share digital content on social media platforms regularly. ● To schedule planned content and finalize CR editorial file. ● To ensure the quality and quantity of the subordinate's delivered tasks are in line with KPIs in case of teleworking based on the division policy. ● To control and monitor the availability and accuracy of systems and applications used by the team during teleworking and take necessary actions to resolve them to provide quality service.