Tuesday, 2 December 2014

Etihad Airways Jobs in Abu Dhabi; Online Community Supervisor


Job Title: Online Community Supervisor
Job Location: Abu Dhabi UAE
Department: Marketing
Employer: Etihad Airways

Job Overview:
To manage and guide a global 24/7 online team across multiple languages and platforms with the purpose of: managing brand reputation, increasing positive community engagement, lifting Etihad’s travel reviews and influencing coverage to increase purchase intent, coverage to resolve live guest issues, flight disruptions, answering guest queries and assist the Online Community Team on all social media channels. In direct communication with all major stakeholders and airports on the Etihad network.  
Job Responsibilities:
  • Assist the Manager Online Community to develop the Online Community strategy to define the scope of services and ensure alignment to the divisional goals
  • Responsible for managing and improving community engagement and sentiment across both service recovery and 1:1 marketing/commerical propositions for 10+ owned and earned channels
  • Create and manage best in class community management work-flows and team responsibilties to seamlessly support key languages, regions and plaforms
  • Drive daily reporting, measurement of analytics and feedback actionable insights and tactical recommendations to the stakeholders across the business and executives on improving KPI's.
  • Manage and optimize both daily, weekly and long-term strategies and tactics for community team to successfully support hitting social team awareness, engagement and monetization goals
  • Responsible for managing the community team to effectively identify risks, disruptions, and crises (both potential and reall-time) and manage a process to effectively alert key stakeholders. Role will have ownership
  • Manage and coach the team of Online Community Officers to provide the best service standards and complaint resolution in service failures and queries and questions within Service Level Agreements
Job Requirements:
Education and Experience:
  • Educated to diploma level, ideally in a Social Media/Marketing capacity with at least five years’ frontline community management delivery experience in a social media environment.
  • Fluent in either English/Arabic/Mandarin/German or Italian 
  • Complaint Handling
  • Disruption Management
  • Customer Service
  • Airline standard procedures and policies
  • Fluency in English
  • Aims, Sabre, Epiphany
  • Facebook/Twitter/Google+/LinkedIn/YouTube/Instagram
Deadline Date: 14/12/2014