Social Media Director

Overview:
DOING BUSINESS WITH PEOPLE, FOR PEOPLE.
Teleperformance is a global leader in providing exceptional omnichannel customer experiences since 1978. Our impacts are far-reaching, spanning over 62 countries and interacting with over 38% of the world's population. This kind of growth wouldn't have been possible without the dedication of our people who continue to provide outstanding customer service in every opportunity. Here, your success is our success.
Are you an experienced leader in social media and Community Management? And do you think of yourself as someone who will consult, educate, and support in revenue growth through digital marketing and strategy? Not everyone can qualify for this role. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because it's time to imagine what it's like being a senior leader in Social Media Community & CX management.
Global Practice Lead for Social Media Community and CX Management will be a key leader on the TP T&S global operations team while working with our major social media platform clients. The role will establish and lead operating processes to effectively manage our global community management teams and also be responsible for the growth and maintenance of the community for our new and existing client relationship. We are looking for someone who has a strong domain knowledge in global social media platforms with a strong pulse on the social landscape and experiences in establishing best practices in global operations. This person will also help craft our global and regional community management strategies and build new structures & audiences on emerging platforms. They will work cross-functionally across our global operations, corporate marketing, innovation & technology and program management teams, as well as closely with our regional operations team to scale initiatives at a local level. This role will also be responsible to supervise and oversee the planning and execution of the TP T&S overall customer experience operations and goals and ensure our CX teams work in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey. The candidate should be proficient in current and historical social media platforms and be able to apply that knowledge into engaging and forward-thinking in both community management and customer experience strategies.

Responsibilities:Key Responsibilities:

• Overseeing global community management and customer experience operations on social media platforms
• Acting as a T&S Operations lead and responsible for creating, managing and executing the customer experience strategies and our T&S global initiatives while working closely with senior executive leaderships
• Monitor, track and report on feedback and online reviews in various global social media platforms
• Extensive experience in sentiment analysis including social media, branding, customer supports and feedback and digital market research
• Analyzing community data, identifying trends in customer interactions and planning digital campaigns to build online community
• Set, plan and implement social media and communication campaigns and strategies
• Analyzing the TP T&S digital marketing plan and social media strategies and identifying strategic weaknesses and making recommendations for improvements
• Researching and monitoring social media trends, latest news and informing management of changes that are relevant to TP T&S initiatives and focuses
• Build relationships with customers, industry professionals, experts and journalists
• Liaise with global T&S leaderships such as business development, operations, marketing, customer support, branding, finance, technology and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy

Qualifications:Basic Qualifications:

• Extensive domain knowledge and experience in Trust & Safety, social media platforms and operations management
• Excellence communication skills, able to explain decisions and policy both internally and externally in clear and understandable terms
• Forward-thinking expert in social media/internet trends and culture
• Able to interpret complex and global social media data and ability to maneuver various systems
• Agile problem-solving
• Exceptional verbal and written communication skills
• Exceptional project and team management and organization skills
• Proven ability to work with cross-functional and diverse teams

Preferred Qualifications:

• Experience in enforcement, online behavior, abuse prevention, or policy development in an online social setting. It would be great if you have previous academic research into policy, behavioral sciences, online abuse & moderation, or related fields
• Deep understanding of technology, Internet, new social media features, latest risks and threats identified and platform content issues as well as platform moderation

Teleperformance is an Equal Opportunity Employer