Cx Social Media

Há 5 dias

Lisboa, Portugal Catawiki Tempo inteiro

**Who we are**:
A piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across exceptional objects such as these every day.

Catawiki is the leading online marketplace to buy and sell special objects. We offer over 75,000 special objects in auction every week — each reviewed and selected by one of Catawiki's hundreds of in-house experts specialised in Art, Design, Jewellery, Fashion, Classic Cars, Collectables and many more.

We've sold 10 million unique items to date and it's our mission to become the world's most popular auction destination for special objects.

We're an innovative, pioneering and** fast-growing scale-up**. If you think you can make a difference to our team, go ahead and apply.

**About the role**:
As the manager for the brand new CX Social Media & Escalations team, your main goal is to oversee the day to day operations of the team and ensure that key results are met to deliver outstanding customer service on Catawiki's review sites and social media platforms. We are looking for a skilled CX Social Media & Escalations Team Manager** **to take on responsibility for consumer engagement and relationship management, to enhance brand visibility and domain authority through outstanding service and communications. You will have the opportunity to build the team ground up and define the Operations support model together with the design team, and brand marketing in Catawiki. You will have the opportunity to set the vision, strategy, and to drive clear alignment with other functions on what success for this team would look like.

**What you'll do**:
**Operations Management**
- Build and manage a team of high performing specialists who engage with our customers on platforms such as Trustpilot, Facebook, Instagram etc
- Ensuring all communications are handled correctly, with swift complaints resolutions and proactive efforts to engage with customers.
- Manage the day to day operations of the team to ensure key metrics such as RR, CSAT, NPS, and review scores are on target.
- Ensure the development of strategies for both our buyer and seller customer profiles
- Responding to customer needs, requests, and complaints to achieve a satisfactory outcome.
- Researching and understanding the competition and best practices to incorporate this into the outreach strategy.
- Partner with CX leadership team to build social media specific policies, processes, and escalations frameworks
- Define and implement processes for edge cases, viral threads, and executive escalations to mitigate brand risk and provide the highest level of customer service
- Ensure consistent quality and tone of voice for Catawiki's audience on social media and review platforms
- Build and implement programs to delight our customers and turn our most frustrated users into advocates
- Identify new tools and technologies to better serve the customer
- Use Customer Insights and Root Cause Analytics to identify areas of improvements

**Stakeholder Management**
- Work with cross functional teams such as brand marketing and CRM, to ensure that we visibility on upcoming events and marketing campaigns
- Work with cross functional teams such as UX and Service Design to ensure Customer Centricity and Voice of the Customer programs are executed
- Work with CX stakeholders such as WFM to ensure forecasting and planning are in line with the marketing events
- Partner with cross functional teams to drive consistent positive Brand sentiment, tone of voice, and excellent support on social media platforms

**What you'll bring**:

- **5-10 years of experience within a customer service environment**:

- **5 years of experience in building and managing high performing teams**:

- Excellent knowledge of review sites, social media community and platform best practices
- Excellent stakeholder management and communication
- Ability to effectively manage escalations at scale from a variety of social media platforms, such as Facebook, Instagram, LinkedIn, Twitter and review sites, such as Trustpilot or Google reviews.
- Ability to work independently in a fast-paced environment

**Where you'll be**:
This role can be based in Lisbon, Portugal or in the Netherlands.

**Here's what we can offer you**:
This is your chance to join our mission to fulfil people's passions, as part of a young and dynamic organisation. You'll be part of an enthusiastic, highly-motivated team of 800+ Catawikians. Additionally, you can expect:

- A challenging role in a diverse, international and fast-growing organisation with over 50 nationalities.
- Regular fun activities both on and offline e.g summer parties, boat rides and regular team events.
- Great secondary benefits including a holiday allowance and a fantastic pension plan paid for by Catawiki.
- Hybrid ways of working between home and office. We offer remote and activity-based working, suited to the team and individual responsibilities
- We care about our teams' wellbeing a

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