Description
We are seeking an experienced qualified 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 cutting-edge 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