Customer Experience & Social Media Manager at Elvaridah Limited

Job Description

• We are seeking a proactive and creative Customer Experience & Social Media Manager to oversee customer interactions, ensure excellent service delivery, and manage the brand’s presence across social media platforms.
• This role requires a mix of strategic thinking, problem-solving, and hands-on execution to drive customer satisfaction, brand loyalty, and online community growth.

Responsibilities 
Customer Serivices:

• Develop and implement strategies to enhance the overall customer journey and satisfaction.
• Act as the main point of contact for escalated customer issues, ensuring quick and effective resolution.
• Collect, analyze, and report customer feedback to improve products, services, and processes.
• Collaborate with operations, sales, and product teams to ensure customer needs are met.
• Train and guide staff on customer service standards and best practices.

Social Media Management:

• Develop, manage, and execute the company’s social media strategy across platforms (Instagram, Twitter/X, LinkedIn, TikTok, Facebook, etc.).
• Create engaging and relevant content (text, images, videos, stories, reels) that reflects the brand’s voice.
• Monitor social media channels, respond to customer inquiries, and engage with the online community.
• Track performance metrics (engagement, reach, conversions) and provide insights for continuous improvement.
• Stay updated on industry trends, competitor activities, and new social media tools/features.

Requirements

• Bachelor’s Degree in Marketing, Communications, Business, or related field.
• Proven experience in customer service/customer experience management and social media management (minimum 2–4 years).
• Strong understanding of customer journey mapping and service improvement strategies.
• Proficiency in social media tools and analytics platforms (e.g., Meta Business Suite, Hootsuite, Buffer, Google Analytics).
• Excellent communication, writing, and content creation skills.
• Strong problem-solving skills with a customer-first mindset.
• Ability to work cross-functionally and manage multiple projects simultaneously.
• Creativity, adaptability, and a data-driven approach to decision-making.