Lead - Social Media Experience

About the role

You will own the digital CRM charter for social media and email, driving fast, empathetic and consistent responses while embedding the customer voice across fulfilment, service assurance and billing journeys. The goal is to make social and email the most trusted, human, and effortless channels for customers.

Key responsibilities

• Deliver an always‑on digital experience, ensuring the quickest turnaround for social media mentions and customer emails.
• Hire, assess, and coach advisors; continuously improve templates, playbooks and knowledge bases to resolve issues on the first contact.
• Track and govern metrics such as response time, resolution quality, repeat issues, and drive process fixes based on data.
• Champion social‑listening, case‑management, email platforms and analytics tools to improve service delivery.
• Influence senior stakeholders with data‑backed stories that link process, product and policy decisions to real‑world customer impact.

Required profile

• 7+ years of experience in social media, digital marketing and/or digital customer service (including email).
• Strong telecom and/or BPO/contact‑centre background with deep knowledge of CX metrics, partner governance and high‑volume digital environments.
• Proven ability to turn voice‑of‑customer insights into root‑cause analysis and actionable improvements.
• Creative, analytical, and highly influential with excellent relationship‑management skills.

Required skills

• Proficiency with social‑listening, case‑management and email‑analytics platforms.