Social Media Engagement Team Lead

1 month ago

Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
As the Shoprite Group expands both its traditional supermarket and digital commerce online services across brands, the Customer Contact Centre (CCC) is a key customer experience differentiator for the Group. The purpose of the Social Media Engagement Team Lead role is to provide team leadership and functional operational excellence in the evolution of our Social Media engagement delivery. The role delivers exceptional service to our customers by providing best-in-class team and social media engagement, protecting, and enhancing the Shoprite brand. The role monitors social conversations, trending stories and industry news, analyses and interprets the reputational risk faced on social media and provides input/recommendations to mitigate such risk. The Social Media Engagement Team lead critically evaluates reputation incidents to quickly formulate an understanding of their nature and effective resolution, ensuring compliance and product accuracy. As a Team lead has approx. 10 Social Media Engagement Specialists direct reports. The role builds a high performing team by establishing a customer centric culture where knowledge sharing, and coaching is inherent - continuously aiming to be best-in-class in customer orientated social media engagement.

To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

**Job Objectives**:
**Customer Centric Delivery**
Supporting and participating in the design and development of the customer service strategy for the Shoprite Group in collaboration with other contact center leaders and teams to ensure that we place the customer at the center
Within the context of the smaller team of Social Media Engagement Specialists assigned to the team - operationally overseeing and embedding a customer-centric culture - underpinned by best-in-class customer service experience.
Being a role model to the team in terms of what great customer service looks like - interacting directly with customers to support escalations and develop the team’s capacity to deal with a variety of service requests with a first-call resolution. Aligning with the Social Media Engagement Manager to ensure support is provided as required within the broader team context.
Demonstrate the ability to critically evaluate a reputation incident to quickly formulate an understanding of its nature and the best way of resolving it.
Deliver world-class service and customer experience to ensure company brands are protected and promoted on social platforms. Handle complex customer complaints or reputational issues according to set standards.
Serve as a point of escalation for issues requiring a higher degree of expertise or discretion to resolve and ensure the company's reputation is protected.
Identify complaints and differentiate between brands and product lines to bring them to resolution.
Work cross-functionally to identify opportunities to improve the customer experience and align more closely with customer preferences.
Update and maintain good records of standard operating procedure documents to ensure seamless query resolution.
Ensure social media operations and response guidelines are documented, up-to-date, and available to all employees. Conduct spot checks on social media and CRM-system to ensure accurate and complete information.
Monitor responses, and alerts, and work to improve quality, minimise errors, and track employee performance.
Conduct advanced troubleshooting and extensive research to resolve issues regarding products and customer inquiries.
Liaise with internal operational and other stakeholders to gather information about issues raised including alerts, for further discussion with management to facilitate swift resolution of customer complaints.
**People (Self, Team & Organisational)**
This role is all about PEOPLE - customers and team members Motivating and effectively performance coaching the social media team to ensure customer service delivery excellence. Removing any barriers to achieving great customer services. Ensuring timeous escalation to the Social Media Engagement Manager as required.
Ensuring the team is adequately resourced and that working schedules (time and attendance) and plans are accurately and timeously managed, coordinated and communicated with the team.
Focusing efforts on the Social Media Engagement Specialists to enable and empower them to deliver the best possible service to our customers.
Focusing on the development of the specific allocated social media team to deliver on evolving services to our customers against set KPI’s and service standards and taking responsibility for learning and development initiatives within that social media team.
**Financial, Reporting & BI**
Ensuring support and input (where relev

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