Social Community Executive

**Us**
The ENTERTAINER is a leading digital company whose main goal is to add value to consumers by bringing them the best incentive offers globally. We are a data-driven, 100% digital, tech company. Providing first-rate offers across renowned dining, leisure, entertainment and hotel brands worldwide, the ENTERTAINER has grown with the aim of creating unbeatable value and loyalty everywhere we go.

**We believe that “experience is everything”, resulting in our passion for creating unforgettable experiences for both our customers, partners and employees.**

**The Team**

The ENTERTAINER Marketing team's mission is to build demand for the App. We provide the entire organization with the market intelligence that allows us to create opportunities and then exploit them. We make friends from strangers and activate them to see more, do more and have more fun using our App.
- We are a high-performance team who use data to hyper-focus our creativity on real commercial objectives. We settle for nothing but the best for ourselves, our team and our brand. We are tactical. We are strategic. We work hard. We make excellence a habit. We get results._

Think you've got what it takes?

**The Social Community Executive will**
- Manage the Social community; maximize engagement with our customers through smart and responsive community management.
- Become a customer service champion for the ENTERTAINER on all social platforms, responding to customers’ comments and providing feedback and solutions to customers.
- Respond to comments and customer queries in a timely manner.
- Seek out new conversations and engage with the community.
- Monitor sentiment and report on feedback and online reviews.
- Share feedback and ideas with the central and regional teams about comments, social stories, and customer journeys to improve ongoing acquisition and retention.
- Build relationships with customers, potential customers, and industry professionals.
- Stay up to date with digital technology trends.
- Coordinate with Marketing, Development, and Sales to ensure brand consistency, and to stay updated on new features and merchants.
- Stay up to date with competitors, new brands, venues, and social trends.
- Create weekly customer insights reports and data analysis, or as requested by the line manager.
- Handle and follow up with all customer complaints and requests.
- Communicate with other departments in order to close customers’ complaints, inquiries, technical support among others.
- Support the customer service operation when needed and as requested by line manager.
- Log all necessary customer data and keep customer profiles up to date.
- Ability to create Standards and procedures, checklists, or any other tool to ensure consistency.
- Be familiar with Customer Engagement and loyalty Metrics.
- Personalize content using Customer Profile Data.
- Find opportunities to Sell or Upsell Products and Services.
- Flexible working week (weekends and evenings might be required)

**You’ll enjoy and succeed in this job if.**
- **Your customer-focused**. You listen, you understand, and you deliver speedy and quality results.
- ** You have excellent communication and listening skills.**:

- ** You’re highly organized, **detail-oriented, and excellent at prioritizing to get things done in a fast-paced environment.
- ** You’re highly adaptable.** Your welcome change and have the ability to problem-solve and quickly iterate.
- You enjoy helping people.
- You strive to offer good and reliable service to our customers.
- You live and breathe social media.

**Experience required**
- Must be fluent in English and Arabic
- Proven work experience in community management.
- 1-2 years experience in customer service preferably within technology, F&B, retail, FMCG, or media industries (B2C).
- Experience in Microsoft Office - Outlook, Excel, Word, PowerPoint
- Proficient skills in Facebook, Twitter, Instagram, YouTube, and other social engagement apps
- Proficient skills in social monitoring tools (e.g. Falcon, Hootsuite, Keyholex, Brandwatch )
- Excellent writing and verbal communication skills
- Hands-on experience with social media management for brands
- Ability to identify and track relevant community and customer engagement metrics (e.g., brand sentiment, audience behavior, Churn, NPS)
- Attention to detail and ability to multitask
- Good to have: Experience with Sales Force, Tableau, Freshdesk

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