Community Management Lead
Grab
Philippines
20h ago

We are Grabbing the job detail for you

Get to know the Role :

Grab is seeking a strategic social ninja to lead community management in Philippines. Tasked to facilitate, strengthen, and encourage relationships between our customers and the brand online, this person will play an integral role to ensure visibility, accessibility, and credibility for Grab online.

The day-to-day activities :

  • Lead the community management practice - proactive and reactive customer care - for Grab Philippines to support the growth and vibrancy of local online communities
  • Serve as the key liaison between Marketing and other internal teams - refining R&R, SLAs, and decision trees. Set and evolve frameworks and training for community team managers to more effectively manage and optimise the day-
  • to-day management of social communities - Facebook, Twitter, Instagram.

  • Stay up to date with Grab promos, incentives, policies, and procedures.
  • Provide leadership, development, and coaching for team members - inclusive of social customer care agents.
  • Actively engage and support the development of your team to ensure performance metrics are met.
  • Set and evolve training and QA processes for Social Care Team to more effectively manage and optimise the day-to-day management of social communities -
  • Facebook, Twitter, Instagram.

  • Manage and highlight staff issues to Managers and POPs in a timely manner
  • Prepare a periodic report on team performance including breakdown of KPIs, performance analysis and action plans.
  • Building and maintaining effective internal and external stakeholder relationships
  • Conduct team engagement, performance review sessions, and huddles
  • Keep track of team performance, sick time, etc.
  • Lead the local strategy and execution of community management during key marketing campaigns and comms initiatives
  • Ad-hoc duties include supporting other community management functions as and when required. Keep a keen eye on new trends in conversation, hot buttons, and cultural moments for the local team to drive relevant conversations
  • Help with identifying and nurturing potential advocates
  • Monitor online conversations across community platforms to spot and advise on opportunities for the brand to participate and optimise content accordingly
  • Be customer-centric. Knowing and understanding what makes consumers engaged and come back.
  • The must haves :

  • Minimum 5 years of experience in social media community management
  • Passion for all things social - staying on top of latest trend, platform updates, as well as local nuances of consumer behavior
  • Defines opportunities to add value and proceed with little oversight
  • Experience with Social Media Management pusblishing and response tools
  • Strong cultural curiosity and understanding of current trends and tech
  • Have strong track record in managing key stakeholders
  • Comfortable with social media crisis management
  • Up-to-date on local internet lingo a plus
  • A fluent English speaker with excellent written skills
  • Get to know Grab :

    Grab is more than just the leading ride-hailing and mobile payments platform in Southeast Asia. We use data and technology to improve everything from transportation to payments and financial services across a region of more than 620 million people.

    We work with governments, drivers, passengers, merchants, and the community, to solve critical problems in Southeast Asia.

    Grab began as a taxi-hailing app in 2012, but we have since extended our product platform to include GrabCar, GrabShare, GrabBike, GrabHitch, GrabExpress, GrabFood, GrabCoach, GrabShuttle, GrabCycle.

    We recently launched our fintech platform GrabFinancial, which consists of payments, lending and insurance. Our latest addition is GrabVentures, an in-

    house incubation platform. We are focused on pioneering new commuting and payment alternatives for drivers and passengers with an emphasis on convenience, safety, and reliability.

    Currently, we offer services in 8 countries. Our R&D offices are in Singapore, Seattle, Beijing, Bangalore, Jakarta and Vietnam.

    We aspire to unlock the true potential of Southeast Asia and look for like-minded individuals to join us on this ride.

    If you share our vision of driving South East Asia forward, apply to join our team today.

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