Click here for job details>Call Center Specialist Team Lead/Supervisor/ Manager- Social Media

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About the job

Aboutthejob"> ABOUT THE JOB Be a strong contributor to the IKEA US Customer Support Center and the Social Customer Care team and all other functions that help IKEA to listen, react and communicate within the social media environment. Integrate social into the communications team by leading team members to become contributors to the social media workflow.

YOUR ASSIGNMENT Your tasks will include:
· Be responsible for leading and implementing the Social Media Customer Care strategy to establish IKEA as the leader in life at home in the social media environment, and to reflect our communications strategic focus areas in the Social Media Customer Care strategy
· Be responsible for public customer interactions of social media, and be the voice of IKEA US on social platforms
· Identify relevant social media opportunities for IKEA US, and implement their addition to our social media ecosystem
· Conduct online advocacy and open a stream for cross-promotions
· Lead social media within the business, communicating with key stakeholders on the opportunities and purpose
· Manage the staff and activities of the Social Media team, including coaching, mentoring, training, scheduling and performance management utilizing IKEA values.
· Empowering co-workers through knowledge, confidence, trust, authority and motivation so they are always ready to support customers in the best way possible.
· Being responsible for the process of listening and responding to consumer conversations relating to life at home and the IKEA brand within the social media environment
· Partnering with the Customer Support Center Customer Resolutions team to implement a suitable solution for customer complaints within social media
· Producing reports for CSC & Stakeholders
· Increasing social media reach by working across functions to grow communities, and by optimizing the use of platforms and paid support
· Being responsible for supporting crisis management from a social media perspective, in coordination with Corporate Communications and other relevant stakeholders
· Identify threats and opportunities in user-generated content surrounding the company YOUR PROFILE Your knowledge, skills and experience include:
· Call center supervisory experience preferred
· Social Media content management experience
· Practices superior time management
· Experience in developing content for social media platforms
· Up-to-date knowledge of the complete social media landscape, usage and measurements
· Educational Degree: High School Diploma and relevant IKEA experience required
· Amount of previous related Social Media experience: 1-3 yrs.
· Previous leadership/management experience: 3-5 yrs.
· Fluent in English written and verbal skills.
· Being responsible for the process of listening and responding to consumer conversations relating to life at home and the IKEA brand within the social media environment
· Partnering with the Customer Support Center Customer Resolutions team to implement a suitable solution for customer complaints within social media
· Producing reports for Customer Service Center & Stakeholders
· Increasing social media reach by working across functions to grow communities, and by optimizing the use of platforms and paid support
· Being responsible for supporting crisis management from a social media perspective, in coordination with Corporate Communications and other relevant stakeholders
· Identify threats and opportunities in user-generated content surrounding the company GROWING TOGETHER IKEA offers an exciting and empowering work environment in a global marketplace. And as the world’s leader at life at home, you have exceptional opportunities to grow and develop together with us.

Additional Information :

No relocation available, office based in White Marsh MD

Job ID

328160BR

Removal Date

09/17/2018