JOB DETAILS

JOB DETAIL

This role will report to the Associate Digital Strategic Director and dotted line report to VP

Key Areas of Responsibilities
Responsibilities include, but are not limited to:
- Monitor and analyze customer feedback across various platforms, including social media, review sites, and direct customer communications.
- Use sentiment analysis tools and techniques to gauge public opinion and customer satisfaction.
- Collaborate with marketing, customer service, and product development teams to address customer concerns and improve the overall customer experience.
- Develop and implement strategies to enhance positive sentiment and manage negative feedback.
- Report on sentiment trends and insights to senior management and relevant stakeholders.
- Stay informed about industry trends and competitors’ customer sentiment strategies.
- Train and manage a team of sentiment analysts or customer experience specialists, if applicable.
- The primary account pertains to a client in the automotive industry.
- Able to initiate the strategic planning communication to propose the online campaign communication plan accordingly to give the suggestions to all team members.

REQUIRED WORK EXPERIENCE

- Bachelor's degree in Marketing, Communications, Business Administration, or a related field.
- Having 3 years of experience in a digital agency or PR agency
- Proven experience in sentiment analysis tool (must), customer experience management, or a related role.
- Strong analytical skills and experience with sentiment analysis tools and software.
- Excellent communication and interpersonal skills.
- Ability to interpret large sets of data and to turn this into actionable strategies.
- Familiarity with social media platforms and online review systems.