About Standard Chartered We are a leading international bank focused on helping people and companies prosper across Asia, Africa and the Middle East.
To us, good performance is about much more than turning a profit. It's about showing how you embody our valued behaviours - do the right thing, better together and never settle - as well as our brand promise, Here for good.
We're committed to promoting equality in the workplace and creating an inclusive and flexible culture - one where everyone can realise their full potential and make a positive contribution to our organisation. This in turn helps us to provide better support to our broad client base.
As one of the biggest banks in market, we are rapidly expanding by growing a new virtual banking business in Hong Kong. We see ourselves as a fast growing start-up company where you will enjoy autonomy and teamwork at the same time, solving new and exciting problems in a nimble and agile way. Join Mox and be part of history making for future banking experience!
The Role Responsibilities We are looking for Social Community Lead who will build and lead the Social Media and Social Care team to shape the way we communicate with our customers on social media platform. This role will lead a team of social media staff, which consist of both in-house and outsource advisors. The Social Community Lead will steer our social media marketing to drive business results while also ensuring that customers receive a friendly, direct and consistently high quality service/ message helping to resolve various enquiries, close any service or operation enquiries and get it right the first time.
Be Responsible for managing the social media and social care team (in-house and outsource) to provide ongoing and relevant responses via our social media platforms.
Steer our social media marketing initiatives, from platform engagement strategy, content and calendar planning, to execution to drive business needs and earn customer preference for Mox.
Develop initiatives to grow our social community, stimulate client advocacy, and build sustainable relationships with our network of influencers.
Set the strategy for the development of appropriate messaging in response to comments or enquiries made across our own social media platform.
Be responsible for the end to end customer response processes and their associated customer experience, supporting cross company initiatives to drive improvement, improve efficiency and reduce complaints, across our owned social media platform.
Work closely with Contact Center, Marketing, Product and Delivery teams to understand latest development with the Bank.
Apply best practice, develop continuous improvement plans and make recommendations based upon further understanding of customer insight.
Act as the Voice of the Customer, champion change and improvements across the customer experience, drive change and influence future change or projects to support and achieve improvements.
Deliver cost efficiencies and increased in Customer Satisfaction Scores.
Enhance the quality of customer interactions, ensure quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Our Ideal Candidate
Solid experience in social media with a proven track record managing substantial social care operations and/or handling challenging consumer demands. Ideally with experience in fast-paced B2C digital/tech environments.
Deep insight into how the Hong Kong consumers will share their comments / enquiries via social media platform.
You are the go-to person to understand how our customers and prospects are saying about the Bank.
Strong cross-functional communicator and collaborator, with excellent stakeholder management and negotiation skills.
Flexibility, the ability to meet deadlines, and changing direction when needed.
Marketing KPIs and performance measurement are second nature, you are able to take strategic decisions based on data insights.
You have experience building and managing social care teams.
You love to communicate with customers.
You are determined to win back customers and control the narratives to ensure positive sentiment is achieved.
You are happy to get hands on and ensuring stuff goes out on time.
You are multi-skilled and able to prioritise our social platforms strategically.
You are self-motivated and focussed on executing well.
You are creative and full of life. You can even write copy that is precise, persuasive and beautifully reflects our Tone of Voice.
Apply now to join the Bank for those with big career ambitions.
To view information on Mox, please visit https://mox.com/ . We welcome conversations on flexible working.