Reporting to the Public Relations Manager, the Social Media Executive (Community Management) will be responsible for leading the Community Management Team to ensure we continue to deliver industry leading response rates and a personalised customer service across all our social media channels, driving brand advocacy, loyalty and bookings whilst also protecting the reputation of the brand.
In this exciting new role within the fast growing and high profile Social Media Team, you will manage responses to all comments and public / private messages across our brand Facebook, Twitter, Instagram and Pinterest accounts (including paid advertising posts). You will ensure the team deliver on our 100% response rate and 30-minute response time SLAs. You will continually monitor responses to ensure we are consistent with our friendly tone of voice and brand personality. Working closely with relevant departments across the business you will raise and help resolve issues, in addition to forwarding on positive feedback / any key insights. You will ensure the team are aware of key escalation processes, including incident / emergency response plans in place. You will be responsible for the monitoring of sentiment, volume of / responses to comments, producing weekly / monthly performance reports and analysing results to refine processes. In addition, you will Manage the teams rotas to ensure continuous cover is in place.
The successful candidate will ideally have demonstrable social media and communications experience, you should have a strong work ethic and commercial flair plus a proactive outlook. You should also have sound technical knowledge and the ability to work to high performing SLAs within a fast-paced team. You will have previous experience and a successful track record of customer service. Proficient in the use of all social media channels and monitoring platforms, you will have strong social media and communication skills with the confidence to liaise with key stakeholders across the business.
In return, we offer an excellent salary and benefits package with fantastic opportunities for progression in a growing business.
This is a great opportunity to be part of an exciting forward thinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 9 UK bases.
Help us to send our all-important customers on holiday with Jet2.com and Jet2holidays!!