Customer Experience & Social Media Manager at Elvaridah

Job Summary

• The Customer Experience & Social Media Manager will be responsible for building and maintaining strong customer relationships while driving brand visibility, engagement, and loyalty across all social media platforms.
• This role combines customer support, brand storytelling, and community management to ensure an excellent customer journey and impactful online presence.

Key Responsibilities
Customer Experience Management:

• Develop and implement strategies to enhance the overall customer experience.
• Manage customer inquiries, complaints, and feedback across all touchpoints to ensure timely resolution.
• Track and analyze customer satisfaction metrics (CSAT, NPS, etc.) and recommend improvements.
• Collaborate with internal teams (sales, operations, product, etc.) to optimize customer service processes.
• Maintain a customer feedback loop to improve products, services, and support.

Social Media Management:

• Develop and execute social media strategies aligned with brand goals and customer engagement.
• Manage content creation, scheduling, and posting across platforms (Instagram, Facebook, TikTok, LinkedIn, X/Twitter, etc.).
• Monitor social media trends, competitor activities, and audience insights to optimize engagement.
• Foster and grow online communities through active engagement, responding to comments/messages, and moderating conversations.
• Run paid social campaigns, track performance, and prepare reports on ROI.

Brand & Content Strategy:

• Create compelling storytelling content (posts, videos, reels, blogs) that reflect the brand’s tone and values.
• Collaborate with designers, photographers, and other creatives for high-quality content.
• Ensure brand consistency across all communication channels.

Requirements & Qualifications

• Candidates should possess a Bachelor’s degree in Marketing, Communications, Business, or related field.
• 1-2 years’ experience in customer experience, social media management, or community management.
• Strong understanding of digital marketing, customer engagement, and brand storytelling.
• Excellent communication, problem-solving, and interpersonal skills.
• Proficiency with social media management tools (e.g., Hootsuite, Buffer, Meta Business Suite, Sprout Social).
• Data-driven mindset with ability to interpret analytics and drive insights.
• Creative thinker with strong organizational and multitasking skills.

Key Competencies:

• Customer-centric mindset
• Strong leadership and people skills
• Creative content development
• Analytical and result-oriented
• Adaptability and crisis management.