Customer Experience & Social Media Manager at Elvaridah

Job Summary

An established company is recruiting for a Customer Experience & Social Media Manager to build and maintain 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

• Bachelor's degree in Marketing, Communications, Business, or related field
• 1-2 years' experience in customer experience management and/or social media management