Customer Experience Manager - Venezuela

at  Motion Global

COMPANY PROFILE

SmartBuyGlasses Group (Motion Global Ltd.) is one of the world’s leading designer eyewear e-retailers, with sites in more than 30 countries. With over 200 employees, we retail the world’s best eyewear brands, including Ray-Ban, Tom Ford, Gucci, and many more. SmartBuyGlasses has a young, international, entrepreneurial culture promoting fast career progression and self-development. Passionate and effective employees are usually promoted quickly to managerial positions, operating teams with high degrees of ownership.

QUALIFICATIONS

• 3+ years experience leading a team
• Good customer service and interpersonal skills
• Experience in growing social media communities by fostering positive sentiment.
• Fluent in English, very strong verbal and written communication - Native speaker is a plus
• Experience with Excel spreadsheets and basic data manipulation
• Comfortable with utilizing new technologies/online tools
• Strong attention to details
• Knowledge of the most common social media channels
• Entrepreneurial, highly resourceful
• Effective and efficient in a fast-paced, high-impact environment
• KPI-driven, results-oriented, analytical
• Strong organizational skills

• Developing and managing a team coverage for social media and reputation sites communication
• Monitor, track and report on feedback and online reviews (Feedback management)
• Develop and manage long-lasting processes that will allow us to maintain high reputation scores and social media interaction along our different domains.
• Set, plan, and implement social media and communication projects
• Coordinate with Marketing and Customer communications teams and collaboratively lead cross-department projects
• Stay up-to-date with e-commerce digital technology trends
• Create and manage a Response Matrix system for organizing and prioritizing responses to social media inquiries and comments.
• Organize and maintain communication across our different social media platforms.
• Provide community feedback to the management and stakeholders.