Social Media Lead

Company Description

The pandas have embarked on an inspiring journey to serve “Meal for Every Table.” This adventure began in the bustling hub of our Delivery Heroes, Vendor Partners, Suppliers, Pandamarts, and Passionate Homechefs, all united by the dream of delivering joy through delicious food & more. Together, our pandas face challenges, bring innovations, and with unwavering determination and heart, they strive to deliver Meal for Every Table. 

Join us on our journey as we aim to connect with 25% of Pakistan's population, delivering more than just meals, uplifting lives, and driving positive transformation throughout the nation. Come onboard as a “Social Media Lead” and play your part in the “Marketplace Domain.” 

Job Description

• Develop and implement the overall social media strategy to support customer experience objectives, increase brand presence, and improve customer engagement.
• Align social media goals with customer service initiatives to ensure consistency in communication and messaging.
• Lead social media interactions with customers by responding to inquiries, resolving complaints, and engaging in meaningful conversations to build positive relationships.
• Ensure that all social media interactions are aligned with the brand's voice and customer service guidelines.
• Manage online communities, encouraging customer engagement and fostering a positive environment.
• Monitor social media channels for customer feedback, ensuring that all customer issues or queries are addressed promptly.
• Track and analyze customer feedback, comments, and sentiment on social platforms to provide actionable insights for product, service, and experience improvements.
• Report on key customer experience metrics and suggest improvements based on social media trends.
• Act as the first point of contact in case of social media crises or escalations, ensuring timely responses and resolution of any issues that impact customer experience.
• Collaborate with the customer service team to ensure that sensitive or negative interactions are handled appropriately.
• Work with the customer experience leadership team to develop and refine strategies that enhance the overall customer journey across social media channels.
• Ensure the seamless integration of social media activities into broader customer experience improvement plans.
• Analyze customer interactions across social media to identify key touchpoints and create a seamless journey for customers interacting with the brand on these platforms.

Qualifications

• 4-5 years of experience in social media management, customer experience, or a related field, with a focus on customer engagement.
• Strong understanding of social media platforms, content creation, and engagement strategies.
• Excellent communication skills, both written and verbal, with the ability to handle customer inquiries and feedback with professionalism and empathy.
• Proven track record in managing customer interactions and resolving issues via social media.
• Ability to analyze social media metrics and derive actionable insights.
• Strong problem-solving skills, with the ability to handle customer escalations and crises effectively.
• Creativity and a keen eye for content that resonates with target audiences.
• Experience with paid social media campaigns and performance analysis.
• Bachelor's degree in marketing, communications, or a related field (preferred).

Additional Information

What does your playfield look like?

• We work in a flexible but fast paced environment.
• We start and end with customers to deliver exceptional service.
• We love to innovate, prioritize, decide, and deliver. 
• We love what we do, and we don’t rest until our targets are achieved.. So if you’re also someone who is driven until the dream is achieved, come join us.