Key Purpose of the Job: 

The Community Management Executive ( Digital Marketing Executive ) is a position in the Digital Marketing team with the main responsibilities of actively engage/converse with existing or new potential customers to acquire leads for Marketing Digital Interactive channel.

Key Areas of Responsibility: 

Community engagement and Digital Interactive leads acquisition  

• Respond to comments and customer queries in a timely manner across all the social media channels  

• Actively engage/converse with existing or new potential customers (engagement)  

• Actively keep the conversation going with existing or new potential customers (re-   engagement)  

• Enter new leads in compliance with Ground Rules in the CRM platform  

• Work efficiently and accurately to achieve monthly Digital Interactive Show targets  

• Work closely with telemarketing team and collaborate to increase digital interactive    leads conversion and drive Shows to the centers  

• Liaise with Sales and Service departments to stay updated on new products and features  

Community engagement tools implementation and optimisation  

• Contribute to the implementation of a chatbot integrated with the CRM system  

• Participate to the design of scripts and workflows that will drive quality leads acquisition  

• Continuously work on optimizing the effectiveness of the chatbot    

Community management monitoring  

• Monitor and report on feedback and online reviews  

• Align with Brand & Communication Manager to ensure brand consistency   

• Develop daily and monthly reports on number of leads, customer satisfaction, engagement rates, response time, escalation issues, etc.  

• If needed, take the conversation offline and contact the customer directly to resolve any issues directly while escalating to the manager any potential risks to WSE brand  

• Bachelor degree holder
• Minimum 1 year relevant experience

• Proficiency with social media channels  

• Good interpersonal & persuasion skills

• Strong knowledge of the company, market products and services.  

• Proven work experience as a community management executive or similar role  

• Excellent verbal communication skills

• Excellent writing skills  

• Excellent interpersonal and presentations skills  

• Hands on experience with social media management