Social Executive – MEC, Australia (Secondment at Tigerair)

Overview of job
Tigerair are looking for a Social Executive to join a dynamic team in their Tullamarine HQ. Managing a team of Social Agents, the Social Executive ensures customer guidance and satisfaction of each social notification as well as brand integrity risk throughout the social space. This role works closely with the Customer Care Team, Customer Experience Manager as well as the wider Operations and Commercial team to ensure an end to end solution for each customer, media and general social notification.

This fast-paced position supports the Head of Communications and Marketing Specialist. Together, they initiate and manage the public communications with customers in accordance with brand standards and guidelines.

Reporting of the role

This role reports to the Head of Communications

3 best things about the job:

1. Understand and gain more insight into consumer behaviour
2. Enhance communications skills to speak for a well-known organisation
3. Fast paced industry working in a role where no two days are the same.

Measures of success –

In three months:

• Able to work mostly with autonomy
• Can customise responses according to standards and guidelines

In six months:

• Understand policies and procedures
• Able to identify the appropriate company contact per necessary escalation

In 12 months:

• Thorough understanding of the company operation and how it works
• Can think-quick for branding opportunities

Responsibilities of the role:

1.1               Manage the team of social agents including rostering and training. Social is to be monitored from 7am to 10pm eastern time, 7 days per week including public holidays.

1.2               Enhance the customer care social process flow and opt to provide an end to end solution within social media where applicable. This includes but not limited to, disruption management, online user experience, general product enquiries as outlined in the process.

1.3               Implement a communications strategy amongst the operation frontline to understand implications of certain behavior and how it can affect brand across social media.

1.4               Create scripting guide that agents can use to customize.

1.5               Ensure brand standards compliance across all conversations.

1.6               Assist customers, media and other general notifications on social media directly where required.

1.7               Monthly social reporting requirements.

1.8               Support in setting the social media marketing content strategy.

1.9               Understand the marketing promotional activity and how that will affect social liaison.

1.10           Understand the real-time operational performance and how that will affect social liaison.

1.1               Support the Head of Communications and Marketing Specialist as required.

What you will need:

1. 2 years experience in the Communications industry
2. Experience in social media marketing preferred
3. Strong customer focus and customer service skills
4. Strong media focus
5. Media relationship experience preferred but not essential
6. The ability to multi-task and coordinate activities in a face-paced environment
7. Professional written and oral skills
8. Strong computer skills (MS office)
9. Passion for our industry, our brand and our customers
10. This role is an office based role during business hours. Social team will be working on rostered shift work to operate 7am to 10pm eastern time, 7 days per week including public holidays. The candidate must be open to responding to work communications after hours.

About MEC

MEC is committed to growth. Growth for our people, our clients and our industry. MEC pushes the boundaries of what’s possible in order to thrive in ~ Ad Ops ~ Analytics ~ Brand Partnerships ~ Content Marketing ~ Data ~ Insight ~ Integrated Planning ~ Mobile ~ Multi-cultural ~ Performance Marketing ~ Planning & Buying ~ Programmatic ~ Search ~ Social ~ Sport, Entertainment & Cause Marketing.  Our 5,000 highly talented and motivated people work with category leading advertisers in 93 countries and we are a founding partner of GroupM. To find out more, visit us at www.mecglobal.com #dontjustlivethrive

About GroupM

GroupM leads and shapes media markets by delivering performance enhancing media products and services, powered by data and technology. Our global network agencies and businesses enable our people to work collaboratively across borders with the best in class, providing them the opportunity to accelerate their progress and development. We are not limited by teams or geographies; our scale and diverse range of clients lets us be more adventurous with our business and talent. We give our talent the space, support and tools to innovate and grow.

Discover more about GroupM at www.groupm.com
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GroupM APAC is committed to fostering a culture of diversity and inclusion. Our people are our strength so we respect and nurture their individual talent and potential.