Who You Are & What You’ll Be Doing
You’re the digital vibe of the company, running our social media channels and campaigns to engage audiences, grow brand love, and drive real results. You’ll plan, post, and track social strategies while creating content that clicks with our customers and boosts our online presence.
Your Superpowers
- Strong knowledge of social media platforms, trends, and best practices.
- Creative content creation skills including copywriting, graphic design, and multimedia production.
- Excellent analytical skills to monitor metrics and optimize campaigns.
- Ability to manage multiple campaigns and social media accounts simultaneously.
- Effective communication and community engagement skills.
- Strong organizational skills with attention to deadlines and detail.
Your Mission (Responsibilities)
Strategic Responsibilities
- Develop and implement a comprehensive social media marketing strategy.
- Analyse key metrics and adapt strategies for improved engagement and ROI.
- Identify threats and opportunities in user-generated content and report to management.
Operational Responsibilities
- Manage day-to-day social media activities across all channels.
- Create, curate, and manage engaging content (images, video, copy).
- Monitor social media trends, tools, and platforms to ensure best practices.
- Develop and expand community and influencer outreach initiatives.
- Engage with users in a timely, professional, and “social” way.
- Build and maintain social media calendars for campaigns and content.
- Run and manage social media ads to boost brand awareness.
- Monitor, respond to, and manage online reviews to maintain a positive brand image.
- Design and create visuals for campaigns, social pages, ads, and landing pages.
- Analyse and report on campaign effectiveness to management (ROI, engagement, reach).
- Propose and implement innovative ideas to improve social media engagement.
What Winning Looks Like (KPIs)
- Social media presence and audience growth.
- Campaign implementation success rate.
- Engagement and interaction rates across platforms.
- Timely responses to audience inquiries.
- Frequency and effectiveness of innovative social media strategies.
- Number of successful campaigns vs. failed campaigns.
- ROI and performance metrics of social media campaigns.
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Who You Are & What You’ll Be Doing
You are a customer-focused leader responsible for driving service excellence, resolving customer concerns, and ensuring a consistent and positive brand experience across all customer touchpoints.
You combine leadership, communication, and problem-solving skills to manage the customer service team, improve satisfaction levels, and strengthen customer loyalty.
Your Superpowers
- Exceptional communication and interpersonal skills
- Conflict resolution and complaint management
- Team supervision and coaching
- Service quality monitoring
- Emotional intelligence and professionalism
- Data-driven customer experience improvement
Your Mission (Responsibilities)
Customer Experience Management
- Ensure exceptional service delivery across dine-in, take-out, and delivery channels.
- Handle escalated customer complaints professionally and promptly.
- Monitor customer interactions to maintain service standards.
- Ensure consistent application of customer service SOPs.
Team Leadership & Supervision
- Supervise and guide Customer Service Representatives.
- Conduct daily briefings and performance feedback sessions.
- Train new staff on service standards and communication protocols.
- Monitor punctuality, professionalism, and overall conduct.
Quality Assurance & Service Monitoring
- Track customer satisfaction levels and feedback trends.
- Monitor online reviews and coordinate timely responses.
- Identify service gaps and recommend corrective actions.
- Ensure adherence to hygiene, presentation, and brand standards.
Reporting & Performance Tracking
- Prepare weekly and monthly customer service reports.
- Track KPIs such as complaint resolution time and customer retention.
- Analyze recurring service issues and propose solutions.
Collaboration with Operations
- Work closely with kitchen and operations teams to resolve service delays.
- Ensure seamless coordination during peak hours.
- Support implementation of promotional campaigns from a service perspective.
What Winning Looks Like (KPIs)
- ≥ 95% customer satisfaction rating
- Reduction in unresolved complaints
- ≤ 24-hour resolution time for customer issues
- Improved repeat customer rate
- Positive online review trend
- 100% adherence to service standards
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Yahoomail