Community Management Lead

About the Role
Grab is seeking a strategic social ninja to lead community management in Vietnam. Tasked to facilitate, strengthen, and encourage relationships between our customers and the brand online, this person will play an integral role to ensure visibility, accessibility, and credibility for Grab online. You will report to a Regional Community Lead.
What you'll do:
Lead the community management practice - proactive and reactive customer care - for Grab Vietnam to support the growth and vibrancy of local online communities
Serve as the key liaison between Marketing and other internal teams - refining R&R, SLAs, and decision trees
Set and evolve frameworks and training for community team managers to more effectively manage and optimize the day-to-day management of social communities - namely, Facebook, Twitter, Instagram.
Stay up to date with Grab promos, incentives, policies, and procedures.
Provide leadership, development and coaching for team members - inclusive of social customer care agents. Actively engaging and supporting the development of your team to ensure performance metrics are met.
Set and evolve training and QA processes for Social Care Team to more effectively manage and optimize the day-to-day management of social communities - namely, Facebook, Twitter, Instagram.
Manage and highlight staff issues to Managers and POPs in a timely manner
Prepare the periodic report on team performance including a breakdown of KPIs, performance analysis and action plans.
Building and maintaining effective internal and external stakeholder relationships
Conduct team engagement, performance review sessions, and huddles
Keep track of team performance, sick time, etc.
Lead the local strategy and execution of community management during key marketing campaigns and comms initiatives
Ad-hoc duties include supporting other community management functions as and when required
Keep a keen eye on new trends in conversation, hot buttons, and cultural moments for the local team to drive relevant conversations
Help with identifying and nurturing potential advocates
Monitor online conversations across community platforms to spot and advise on opportunities for the brand to participate and optimize content accordingly
Be customer-centric. Knowing and understanding what makes consumers engaged and come back.