Key Accountabilities
1. Manage customer experience on social media
- Monitor, detect and handle feedback, negative discussions related to brand, products and services on social media platforms.
- Manage social handling activities, coordinate with internal units to respond, support and guide customers in a timely manner, aligned with customer experience.
- Proactively implement activities to disseminate positive information, contributing to building a reputable brand image in the digital environment.
- Early identify risks affecting customer experience and brand reputation to propose appropriate solutions.
2. Social Listening & Customer Data Analysis
- Conduct social listening to collect, monitor and analyze customer feedback, discussion trends on social media, forums and online news.
- Compile, analyze data and build periodic/ad-hoc reports on sentiment, public opinion trends, emerging issues and media risks.
- Propose insights and recommendations to improve customer experience, service quality and brand communication effectiveness.
3. Alert Communication and Service Information Management
- Build and implement alert communication content on financial fraud, brand impersonation and fraud forms in the digital environment.
- Conduct communication to customers about service changes, system upgrades, technology incidents or digital banking service disruptions.
- Ensure information is transmitted quickly, accurately and consistently to minimize impact on customer experience and brand reputation.
4. Communication Risk Management & Partner Management
- Monitor and assess communication crisis risks in the digital environment; coordinate handling of situations related to brand and customer experience.
- Work with and manage partners/agencies implementing social listening, social handling and related communication.
- Monitor implementation quality, SLA and operational effectiveness of suppliers.
Success Profile - Qualification and Experiences
- Bachelor's degree or higher in Marketing, Communication, Public Relations, Business Administration, Banking, Finance, Investment or related fields.
- Preferred candidates with experience in the following areas:
• Social Listening/Social Media Monitoring
• Customer Experience Management
• Social Media Communication
• Reputation Management or Crisis Communication
- Preferred candidates with at least 1 of the following experiences:
• Worked in Banking/Finance/Fintech industry
• Experience in customer experience management
• Experience in social media communication
• Experience in handling communication crisis
- Ability to handle situations quickly, risk management mindset and good stress tolerance.
- Data analysis skills, insight synthesis and report building.
- Ability to coordinate across departments and manage suppliers/agencies.
- Preferred candidates with experience using social listening and social analytics tools.
