Experience:
5+ years of experience
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Employment Type:
Full time
Posted:
8/29/2017
Job Category:
Marketing
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Social & Communities Performance Manager
Singtel | Melbourne, Arkansas
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Job Description

Social Media and Digital Communities Performance Manager

 

The way our customers use technology to connect, communicate and consume content is changing, and so are we.  Optus is no longer just a traditional telco, we’ve transformed in to a mobile-led multimedia company that delivers content and experiences like no other. 

 

Our Social Media and Digital Communities team is looking for a talented Social & Digital Communities Performance Manager role that will be responsible for obtaining, analysing, reporting and interpreting information on social media digital communities.  This will include all social media channels and ‘Yes Crowd’ to drive, plan and deliver digital performance across digital service.

 

To be successful you will use data to create meaningful rich insights turning them into actionable recommendations and optimisations for future roadmaps ultimately driving a better customer experience. You will also use data and insights to proactively forecast trends, resourcing and capability requirements driving our Digital Self-Serve Strategy. You will communicate detailed aspects of the insights and recommendations derived from the analysis in a compelling and effective way. The role will require you to lead performance optimisations and recommendations through from ideation, stakeholder buy in through to fruition and performance monitoring.

 

Ideally you are someone who is extremely passionate about customer experience and enjoys working collaboratively across the wider Digital channels including Chat, the website and the My Optus App. You’ll be able to track the wider Social & Digital Communities impact across these channels with a performance and customer experience lens. Your strong stakeholder management skills and ability to gain buy in on key optimisations and recommendations will be key for success in this role. 

 

What will success look like ?

 

  • Success will be evident from your ability to drive continual improvement and optimisation of Social & Digital Communities using the voice of the customer to drive business change and better outcomes for our customers
  • You will use your knowledge of Social & Digital Community capabilities to help drive innovation and a digital first service approach and how this can be leveraged across other digital touch points
  • You will keep abreast of social media trends and monitoring competitor social activity, to help drive innovation, best practice and inform strategy

 

So what are we looking for?

Our ideal candidate is a Digital Insights Analyst who is passionate about the Voice of the Customer.  You will have 5+ years’ experience in forecasting and demand management,  performance management, digital insights and analytics etc.

  • You will have proven experience in driving commercial outcomes by articulating and presenting insights, patterns and trends  to senior management at trade meetings 
  • Excellent problem solving and analytical ability and being able to think through a problem in a structured manner. Excellent documentation skills and proficient in Excel, Powerpoint
  • Experience in digital reporting tools such as Google Analytics, Omniture, Tableau
  • Detailed knowledge of digital media SEM, SEO, Display, Mobile, Social, Remarketing, DMPs
  • Strong communicator including stakeholder engagement and influencing skills
  • Social Media & or Communities experience desirable but not necessary

 

Culturally, Optus is a place you can bring your authentic self to work, where you will be rewarded for sharing ideas and where you can carve out your own career path. In return we ask that you’re open to new ideas and new ways of working to help us deliver exciting, effortless and connected experiences for our customers and our people.

 

Optus recognises the importance of attracting and retaining the best people, so we offer innovative salary packages and benefits, including sales, service and performance awards. What next? Apply now to become part of our team.

This company profile was created by AfterCollege and is about Singtel. This page is not endorsed by or affiliated with Singtel. For questions regarding company profiles, please email: care@aftercollege.com.