Community Management Strategy Planning  

• Plan and implement community management strategies with the Senior Digital Marketing Manager and the Country Head of Marketing to drive the efficiency and effectiveness of the team.  

• Establish formal and documented scripts and assignments for the leads acquisition and prioritization, with the objective to optimize the effectiveness of the inquires and ensure team members engaging with the existing or new inquires in a timely manner across all the social media channels.   

• Join weekly cross-functional meetings aimed at improving the effectiveness of the overall marketing and sales funnel.   

• Provide insight report of the team activities (conversion rate from inquiry to lead and responsive rate) to relevant stakeholders to achieve monthly Digital Interactive Lead and Show targets.   

Community Management Team Performance and Quality Management  

• Establish team daily KPI and weekly or monthly team targets in terms of leads, to meet the monthly supply targets.   

• Ensure the effective and efficient assignment to the team members and monitor and manage the team performance.   

• Report the daily performance of each team member to the relevant stakeholders.   

• Use a data-centric approach to keep senior management informed about recurring issues or problems and propose sensible solutions to address the situation(s).   

• In collaboration with the HR team and the direct management, establish and ensure the strict application of each aspect of the Performance Management Program for the team members at the end of every month and every quarter.   

Recruitment, Training, and Coaching  

• Source, identify potential candidate and conduct interview in conjunction with HR and the direct management.   

• In collaboration with the Learning & Development Supervisor and the direct management, develop a thorough and adapted training program for the team members.   

• Onboard and train all new team members for all aspects of the Community Management Team function.   

• Evaluate team member profile, skills, strengths, weaknesses while using the performance management tools in place.   

• Conduct a feedback session with each team member on a monthly basis.   

• Regularly conduct coaching sessions tailored for each team member.   

• Manage the registration and completion of the assigned training courses for the team members.   

While the above includes a description of the essential functions of the position, other duties may be assigned. This job description is subject to change at the discretion of management 

• Minimum 4 years' experience working in the customer service industry, including 2 in supervisory / managerial positions  
• Proven ability to mentor, coach and train team members  
• Ability to maintain high morale for the team members in a consistent manner  
• Proficiency with technology, especially computers, software applications, and social media community tools.  
• Data analysis skills  
• Be able to work under pressure and navigate tense situations especially during pick hours.  
• Strong knowledge of the company products, services, and policies  
• Good communication and people management skills