Description
We are seeking an experienced professional to lead our Social Care & CX Analytics team at Mashreq. In this role, you will oversee and manage our social media presence and customer experience across various platforms, ensuring a positive and engaging brand image. Your expertise will be crucial in developing and implementing strategies to enhance customer interactions and drive business growth.

Responsibilities
- Manage and oversee social media platforms and customer care channels for Mashreq, ensuring a consistent brand voice and positive customer experience.
- Lead the development and implementation of social care strategies, creating playbooks and guidelines for effective customer engagement.
- Monitor and analyze social media trends, customer feedback, and market dynamics to identify opportunities and areas for improvement.
- Collaborate with cross-functional teams, including marketing, customer service, and product development, to align social care efforts with business objectives.
- Build and maintain robust relationships with key stakeholders,



including social media platforms, influencers, and industry partners, to enhance Mashreq's social media presence.
- Stay updated with the latest social media tools, technologies, and best practices, and recommend innovative solutions to enhance customer experience.
- Conduct regular performance reviews and analytics, providing insights and recommendations to optimize social care strategies and improve customer satisfaction.
- Train and mentor the social care team, ensuring they are equipped with the necessary skills and knowledge to deliver exceptional customer service.
- Ensure compliance with social media policies and guidelines, maintaining a professional and respectful online presence for Mashreq.
- Stay informed about industry trends, competitor activities, and emerging technologies to identify potential risks and opportunities for Mashreq's social care initiatives.

Qualifications
- Bachelor's degree in

📌 AVP-Social Care (Bengaluru)
🏢 Mashreq Bank
📍 Bengaluru