About the Role

Social Media
- Support social insights (analytics and listening) initiative by providing in-depth analysis of Social Media and Community marketing investment for all Financial Services products for the assigned markets
- Pull and interpret data from social listening tools (including but not limited to Socialbakers, Google Data Studio, Facebook Insights, YouTube Analytics) including volume, sentiment, conversation drivers, influencers, etc, and give recommendation of relevant listening tools
- Conduct analytical activity and provide insights based on key metrics (i.e., impression, reach, share, engagement rate, trueview, audience retention)
- Collaborate with other teams to integrate multiple data and insights on trends, social landscape and audience buzz volume, sentiments, frequency, velocity, demographics, and related dimensions
- Conduct quantitative and qualitative analysis, custom models and ad hoc reports to effectively monitor performance, trends, and opportunities for brands and products within social media channels
- Proactive support on identifying novel and cutting edge, relevant applications for social media measurement
- Keeping track of changes/improvements in social platforms and reporting
- Develop and provide daily/weekly reports, “end of campaign” reports, and ad-hoc sentiment and performance reports surrounding key initiatives
- Proactively take the initiatives to lead & manage smaller projects under Social Media and Community Marketing project pipeline


- Provide support in end-to-end community program within the assigned markets from planning, execution, monitoring and evaluation for all Financial Services products
- Monitor community program execution through online and offline initiatives
- Propose improvement opportunities for community program strategy & execution process with guidance from senior team member
- Coordinate with related product team to understand campaign requirement and work with other relevant team to execute them


- 2-3 years of experience in communications, community management, preferably on online and social media.

- Experience in manage multiple concurrent projects

- Experience working cross-functionally with an array of internal teams

- Deep understanding of local and regional culture, trends, social media channels, and personalities especially in travel and financial services industries

- Flexible and independent, with the ability to excel in a fast-paced environment

- Strong verbal and written communication skills

- A team player with the confidence to take the lead and guide other employees when necessary such as content development, creation and editing of content, and online reputation management

- Ability to maintain a working knowledge of principles of Social Media including using tools like Facebook Insights, Meltwater, Talkwalker, or Social Studio

- Can demonstrate winning Social Customer Service techniques such as empathy, patience, advocacy, and conflict resolution

- Possess great ability to identify potential negative or crisis situation and apply conflict resolution principles to mitigate issues


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