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Job Description

  • Manage the Social Media Command Centre – performance, output, results
  • Establish reporting and measurement processes
  • Ensure quality control and periodic optimisation
  • Develop and update crisis communications plans, as required
  • Develop and run disruptions communications, as required
  • Ensure periodic dissemination of best practices and case studies within the organization
  • Deliver on key milestones of the Social Media Command Centre, as discussed internally

· Follow-up and refine key performance indicators (KPIs) for measuring the quality of customer care being provided, unique to each channel, including Senior Leadership Team

· Regularly assess team performance and competency based on the metrics developed

  • Deliver product and service insights based on social intelligence
  • Close the loop between online feedback and offline improvement
  • Work with the Marketing campaign to develop the top-level social media strategy
  • Deliver platform-specific campaigns e.g. Snapchat
  • Develop proactive marketing messages to enhance social care efforts
  • Deliver weekly social media performance reports
  • Develop new measurement processes, where required
  • Work closely with Operations and Customer Engagement Centre to deliver service insights and process improvements
  • Work closely with Operations and Senior Leadership Team during disruptions and crises
  • Ensure seamless communication between Operating and Social Media Command Centre
  • Advocate and disseminate best practices, new learnings, and developments
  • Improve existing processes to improve team performance
  • Develop, establish, and improve measurement and reporting processes


• Strong analytical and measurement skills
• Team leadership and performance management
• Proven interest in driving and promoting social customer care
• Ability to act calmly during crises
• Ability to analyze and resolve complex problems, with strong attention to detail
• Ability to prioritize and work under pressure to deliver results
• Project management skills, ability to deliver a project from concept to execution
• Strong individual contributor but also able to perform as a functional team leader and hands-on manager
• Good presentation skills and ability and confidence to present to senior management level
• Maintains high ethical standards of the team and compliance with Saudi laws, customs and social responsibilities.
• Aviation-specific customer care context
• Crisis and disruption processes and best practices
• Marketing best practices, specifically in the industry
• Social measurement best practices
• Customer care performance management and metrics, specifically on social
• Data analysis

Job Details

Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Full Time/Permanent
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
5 Years
Work Permit:
Saudi Arabia
Apply Before:
Dec 31, 2017
Posting Date:
Nov 13, 2017
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Aviation · 301-600 employees - Jeddah

flyadeal is a Low Fares Airline that has been created to meet the growing demand for affordable air travel in Saudi Arabia and the Middle East. It is owned by the Saudi Arabian Airlines Corporation. The venture is part of Saudia Group's SV2020 Transformation Strategy, which aims to elevate th ...Read More