Account Advisor II - Social Media

When you think of food delivery in the MENA region, we'd be pretty surprised
if talabat didn't pop into your mind first! Since delivering our first order
in Kuwait in ‎2004, we've grown quite a lot over the past ‎17 years.
Today, we deliver hundreds of millions of food orders, grocery items and other
products per year, to our customers in nine countries throughout the region
with more than ‎3,000+ employees! Our food delivery business works with over
‎27,000 brands and almost ‎50,000 branches, while our q-commerce concept,
talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan,
Kuwait, Oman Qatar, and the UAE in ‎30 minutes or less!
Our philosophy is to make sure we do what is right for our ecosystem - our
customers, our partners, our people, our riders, and the communities in which
we operate. Our #techforgood program allows our customers a safe and
convenient way to contribute to important causes in their community through
donating to local and international charities directly on talabat with a focus
on food insecurity in the region. Since its inception in ‎2020, we have
facilitated the donation of well over ‎1 million meals to those in need, as
well as donated over $‎1.5 million to charity with the help of our partners and
customers. talabat is part of Delivery Hero, the global leader in online food
delivery and q-commerce.
Role Summary/Overview
The Social Community Manager is responsible for providing exceptional customer
experience to users and developing talabat's online community. He/she acts as
the brand's spokesperson, by communicating with users on social media channels
aligned with talabat's brand values.
If you're looking to embark on a digital marketing career, keep reading as
this role could be just for you!
Role Scope
Responsibilities
* Provide exceptional customer experience on social media channels - including but not limited to replying to customers inquiries, requests, complaints, and escalations in a timely manner, taking actions to retain customers whenever needed
* Interact with community members and customers in a professional, personable, and timely manner to grow and keep the community alive
* Monitor, track and report on community feedback and online reviews
* Strengthen relationships with our loyal customers and key influencers within the community.
* Deploy social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts that may affect brand reputation
* Be creative in responses and formulating the replies in the FAQ sheets.

Skills & Qualifications
* BSc Degree in Marketing, Business Administration, or Equivalent.
* Fluent in Arabic and English Languages (especially written communication and content writing).
* Experience planning and leading community initiatives
* Ability to identify and track relevant community KPIs
* Attention to detail, critical-thinker and problem-solver
* An average of ‎1-‎2 years of experience in social media management, on-line content writing, community management or similar role
* Open and receptive to new, dynamic, and creative ideas that engage and attract social media audiences and the brand's customers and influencers from different cultures and backgrounds.