Social Media Specialist - Customer Experience

Job Description

Overview

Discovery, Inc. is a global leader in real life entertainment, serving a passionate audience of superfans around the world with content that inspires, informs and entertains. Discovery delivers over 8,000 hours of original programming each year and has category leadership across deeply loved content genres around the world. Available in 220 countries and territories and nearly 50 languages, Discovery is a platform innovator, reaching viewers on all screens, including TV Everywhere products such as the GO portfolio of apps; direct-to-consumer streaming services such as discovery+, Food Network Kitchen and MotorTrend OnDemand.

We are excited to be recruiting a Social Media Specialist. In this rolem you will support the Customer Experience Director & Senior Strategy Manager to drive global best in class customer service using social media across discovery+ and Eurosport. The role sits within our multibrand Digital team. You will work on high profile international projects, including the Olympics - we have exclusive rights across Europe for the next seven years as well as many other high profile sport events and entertainment programs!

Social Media Specialists will be responsible for maintaining high levels of support for customers that choose to contact us via our Social Media channels. Communicating with multiple key stakeholders, including senior management. Identifying and reporting trends and creating a plan to proactively drive performance enhancements in line with market standards

Responsibilities
• Maintaining internal knowledge base
• Send out regular updates on Social Media trend analysis to key stakeholders
• Proactively looking into customer contacts to support outsourced agency
• First point of contact for internal stakeholders, organising key priorities, managing handling times + responses
• Investigate areas of underperformance & recommend next best action
• Create and present ways of maximising processes in a multi-brand environment
• Contribute towards training and development where necessary
• Deliver and refine Social Media strategy across multiple markets & channels
• Support our outsourced customer experience agency to ensure a seamless online experience

Qualifications
• Minimum of 2 years' experience in Social media or Customer
• Experience desired but not essential, ideally in a digital environment
• Understanding of delivering customer service through social media
• Previous experience with outsourced call centres or global customer experience desirable
• Great understanding of Social Media Strategy
• Ability to see things from a ''bird eye view''
• Fluent in English – any additional language would be beneficial
• Knowledge of CRM tools - Zendesk would be advantageous but not necessary Ability to address areas of underperformance with a structured plan Demonstrated project management skills
• Ability to work with a team in a fast-past environment
• Excited and motivated by change, multi-tasking and fast paced environment Confident in your expertise, and prepared to be heard in a way that positively influences others
• Strong analytical skills, decision making, and prioritisation
• A natural interest to keep up with the latest market trends
• Available for business travelling

Jobcode: Reference SBJ-re5oy7-18-227-161-132-42 in your application.