AVP-Social Care & CX Analytics.Client Experience and Conduct-Customer Service

Mashreq
Karnataka
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 8+ yearsEducation: bachelorsSkills: ["Leadership","Mentoring","Communication","Interpersonal skills","Analytical thinking"]

Lead and manage Mashreq’s social media presence and customer experience across platforms. Own social care strategy, creating playbooks and guidelines to ensure consistent brand voice and positive customer engagement. Monitor and analyze trends, feedback, and analytics to identify improvement opportunities, and partner with marketing, customer service, and product teams to align social care with business goals. Mentor the social care team, ensure policy compliance, and stay current with tools and best practices.

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FursaFursa
Mashreq
Mashreq
3 days ago

AVP-Social Care & CX Analytics.Client Experience and Conduct-Customer Service

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Last checked: 22 hours agoStatus: Live

Job Summary

Lead and manage Mashreq’s social media presence and customer experience across platforms. Own social care strategy, creating playbooks and guidelines to ensure consistent brand voice and positive customer engagement. Monitor and analyze trends, feedback, and analytics to identify improvement opportunities, and partner with marketing, customer service, and product teams to align social care with business goals. Mentor the social care team, ensure policy compliance, and stay current with tools and best practices.
Location: Karnataka
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Director level

Key Responsibilities

  • •Manage and oversee Mashreq’s social media platforms and customer care channels to ensure consistent brand voice and positive customer experience.
  • •Develop and implement social care strategies, including creation of playbooks and guidelines for effective customer engagement.
  • •Monitor and analyze social media trends, customer feedback, and market dynamics to find improvement opportunities.
  • •Collaborate cross-functionally with marketing, customer service, and product teams to align social care efforts with business objectives.
  • •Train and mentor the social care team and conduct performance reviews using analytics to optimize customer satisfaction and compliance with social media policies.

Key Requirements

  • •8+ years of experience in social media management, customer experience, or a related field, with a proven track record.
  • •Bachelor’s degree in Marketing, Communications, or a related field; Master’s degree preferred.
  • •In-depth knowledge of social media platforms and their analytics tools, including Facebook, Twitter, Instagram, and LinkedIn.
  • •Experience developing and implementing social media strategies, including content planning, community management, and influencer engagement.
  • •Strong analytical, communication, and interpersonal skills, with familiarity with Sprinklr or similar social media management tools preferred.
Experience:8+ years
Education:Bachelor's in Marketing, Communications, or a related field
Skills:LeadershipMentoringCommunicationInterpersonal skillsAnalytical thinking
Tech Stack:FacebookTwitterInstagramLinkedInSprinklr Platform

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
Glassdoor
Glassdoor: 3.3
WebsiteLinkedInGlassdoor