Social Media Management Advisor

Purpose of the Position:

The main objective of Social Media Moderation project is support Customer of Italy in the management of its social pages. Other activities concern post-sales support (delivery delay) and lead management.

The aim is to:

• Create engagement on the product;
• Increase traffic within Customer Network;
• Generate sales opportunities;
• Improve the customer experience;
• Moderate conversations within Customer Italia Social Media;
• Show the Customer Italia "character", maintaining the company's guidelines;
• Create engagement on the product;
• Fulfill requests for product and event information;
• Improve the customer experience;
• Increase traffic within the FP Customer network;
• Generate sales and service benefits.

Specifically, the Social Media Moderation Advisor moderates public and private conversations, contributing to the achievement of its objectives in terms of Social Media management, customer support and satisfaction, increase in the Community and, ultimately, in terms of sales volumes and profitability.

Duties and Responsibilities:

The Social Media Moderation Advisor has to achieve the assigned daily and monthly objectives (qualitative and quantitative).

Specifically:

• Provide support to the customers for all information they need with efficiency and professionalism, offering the solution that meets their needs; the added value consists in providing clarifications and specific solutions for each customer, analyzing their needs with courtesy, competence and a willingness to listen;
• Periodically consult the marketing bulletins/documents and those relating to the product, price lists, vehicle ordering guides and what is officially published by Customer Italia through the DealerPortal platform;
• Develop personalized quotes, plan test drives;
• Support the Customer Network through the reporting and requalification of potential customers, in a context of mutual collaboration;
• Update and send project reports to the Team Leader on a daily basis, reading and interpreting performance indicators to identify possible opportunities and areas for improvement;
• Provide customers a support in order to obtain information through a community;
• Make all customers perceive the added value made available to them within the Customer Italia Social Media, consisting of the clarifications provided and the indications ad hoc for each individual request;
• Share information between users;
• Increase the Community within Customer Italia Social Media;
• Create engagement on the product;
• Maintain the content of conversations at an acceptable and civil level by reporting, blocking and preventing inappropriate activities (e.g. offensive posts).

To the above is added:

Resources:

• Share project practices with new resources (training on the job);
• Inform the Team Leader about critical situations (situations not foreseen in the project procedures), training needs and malfunctions of the IT systems used.

Assets & tools:

• Take care of all assets (use them in line with company policies).

Processes:

• Apply project procedures;
• Propose process improvements (new implementation tools and activities, training material, etc.).

Clients:

• Cooperate with the Customer Network and with Customer of Italy Sales Zone Managers;
• Cooperate with the Social Media Customer of Italia Manager and with all the contacts involved in the management of Social Media.

Authorities:

• Autonomous management of key customers and definition of action plans aimed at achieving the assigned objectives;
• Autonomous management of the call script (in compliance with the basic guidelines) aimed at making communication more effective;
• Planning activities and corrective actions;
• Autonomous management of public and private conversations on Social Media, aimed at achieving the assigned objectives.

Competencies:

• Interpersonal and telephone communication skills;
• Written communication skills, with focus on content analysis and creativity in the Social Media area;
• Relational skills, ability to adopt different ways of communication in relation to different interlocutors;
• Problem solving skills;
• Analysis and reporting capabilities;
• Time management skills;
• Ability to work in a team;
• Knowledge of the main Microsoft Office applications.

Qualifications:

Master's degree achieved or in progress (technical, economic disciplines).

Experiences:

Experience about managing interactions in Social Media area is required.

Languages:

Good knowledge of the English language.

What we offer:

We offer employment opportunity supporting professional growth first. The compensation package will be discussed during the interview and related to the actual experience and skills gained.

How to apply:

If you are interested in this position, please surf our career site https://careers.msxi.com/

To finalize the application, you must register on the portal by filling the required fields and attaching your curriculum.

Only direct applications on the institutional website will be considered.

MSX International is a company that guarantees equal opportunities and is positively committed to building a truly diverse workforce. This announcement is addressed to both sexes, according to the laws 903/77 and 125/91, and to people of all ages and all nationalities, according to the legislative decrees 215/03 and 216/03.

Only selected candidates will receive a direct response.