CX Community Manager

Job Description

We are looking for an experienced Social Media Manager to help build and shape a new customer experience social media process.

The CX LATAM Community Manager is someone who understands the emotions and complexities of communities and the technical functionalities of social media. In parallel, understanding how to talk to people and when to get involved while having clear understanding of what contents actually works by knowing what the people are looking for; considering customer's needs from the Customer Experience and Product Experience perspective.

Selected candidate should have experience managing or contributing to social content for a consumer-facing brand, including copywriting, publishing, and 'listening.' The CX Social Media Manager will have the keys to ensure that every interaction represents an opportunity for our brand to become stronger to the eyes of our customers, while providing valuable and accurate information to internal stakeholders. So we're looking for someone who has strong attention to detail, entrepreneurial spirit and wants to join a team that values working to create world class customer experience in every interaction.

The CX LATAM Community Manager will:
• Maintain permanent visual of 1:1 CX Channels and strategy to align in tone of voice and recent updates to be communicated in Social Media Channels
• Build overall CX Social Media communication strategy aligned with HBO Max Brand and Marketing Social Media strategy
• Develop a content strategy that brings value to the CX process
• Extract community insights and share them with HBO Max CX team for improvement and process alignment
• Provide Social Media feedback (from the CX POV) to stakeholders.
• Plan and execute community initiatives and programs.
• Monitor social media campaigns and analyze web traffic from the online community using key performance indicators (KPIs).

Required Skills
• 3+ years of experience running social channels for a consumer-facing brand
• Experience in copywriting for International brands
• Experience developing creative and leading reporting
• Experience prioritizing tasks, work deadlines, and short-term balance needs with long-term strategic projects in a fast-paced environment
• Experience handling replies for a brand (whether for customer service or general engagement)
• Experience spotting opportunities as they arise in response to cultural, media, or market trends
• Experience with Social analytics
• Experience with Social tools (i.e. Sprinklr) for Customer Care interactions
• Knowledge and understanding of Cultural and legal patterns in the LATAM region
• English, Spanish and Portuguese.

Jobcode: Reference SBJ-g3x1bx-3-145-119-199-42 in your application.