Manager, Digital Customer Experience

 

Date: 23-Sep-2021

Location: Bahrain, BH

Company: Ahli United Bank

Role Statement

To interpret the social media strategy to the social media team members and ensure successful implementation of the Bank's corporate strategy. Oversee the Bank's social media services and marketing processes by collecting actionable insights for the brand and the region and ensure that these are translated into recommendations that contain next steps that can already be implemented on Bank's social media channels.

Principal Responsibilities

1) Strategy execution:
a) Interpret the social media strategy to social media team members and make sure that the overall AUB corporate strategy is implemented
b) Oversee implementation of brand tactics
c) Ensure social media plans are adhered to in a timely manner
d) Coordinate with the social media agency for timely delivery of outsourced services
2) Social media hub team supervision:
a) Oversee all activities handled by the social hub team members responsible for online reputation management, web care, web dare and community management
b) Ensure high quality and standards in execution of all social media activities   
3) Planning:
a) Coordinate with the extra layer of representatives from each important department within AUB to discuss the role of social media for their departments
b) Ensure that departmental goals are translated into social media actions
4) Insights analysis
a) Monitor all incoming mentions based on branded key words related to brands, market, campaigns, events etc.
b) Measure all activity on incoming mentions based on branded key words related to brand, markets, campaigns, events and the actions within monitoring and moderating
c) Dig deeper than the surface to analyze mentions
d) Collect insights on experiences, desires, customer profiles, etc
e) Prepare reports on social media insights and reputation management and turn key findings into actionable recommendations
f) Report to C level on performance of activities  
5) Corporate Governance:
a) Comply with all approved policies and procedures for the Bank in order to ensure adherence to CBB and other regulatory requirements and comply with AML and Customer Protection Guidelines.

Educational Level

Bachelors degree in Business / Marketing / IT and Digital Media

Experience

8 - 10 years work experience in a supervisory marketing or advertising

Has an in-depth understanding of social media strategy and plans

Has knowledge of social media listening tools, functionalities and terminologies

Able to identify trends and patterns and changes in the social media landscape

Exceptional analytical competencies and able to turn key findings into actionable steps

Bilingual and Fluent in Arabic and English

 

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